What it usually means
The current way works well enough and change feels like effort with no clear reward. The pain might exist, but it isn't visible to them.
The approach
Be curious, not pushy. Ask questions that help them see costs they've got used to.
What to say
1That's great to hear. What's working best about it?
2If you could improve one part of it, which part would you pick?
3Out of interest, how long does X take each week? Other teams your size usually find it's more than they think.
Adapt the words so they sound like you. Then say them out loud a few times before your next call.
What to avoid
- Telling them their process is bad
- Assuming they're wrong to be happy