[DCWildcat]

That's unfortunate that your approach scares them away. That's actually the last thing you want. The first thing you need to do is to make them feel comfortable. Always. From there, just try to be as thorough as possible. Make sure they understand they have a problem. Logic helps. Once they are very clear on understanding that they have a problem, and precisely what it is, reason out a plan to eliminate it. Then forget logic and use motivation. Reason plays little role in the human role when it comes motivating people, but emotion works great.