Emotional Intelligence What to do when the customer feels that you don't have 'enough' experience to work on their accounts? Losing an account, or failing at landing one as a new (graduate) employee is disappointing. But if you want to succeed in this business, you can’t take it personally. As a quick reminder, rather than pushing yourself against the other person's beliefs with facts (which creates resistance) you show the other person how their beliefs actually support your viewpoint, rather than the viewpoint they currently support. During my research on this topic, I read an article by Geoffrey James, editor at Inc Magazine, for changing another person’s mind. This column provides an example of this process: changing the mind of a reluctant customer. This is a three-step process: 1. Validate the beliefs The opposite of "pressure creates resistance" is that "acceptance creates flexibility." Showing that you understand the other ...