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Nathan IngraM
@ n a t h a n i n g r a m
From Birmingham, Alabama
Host at iThemes TrainingFreelance Web Developer since 1995, all WordPress since 2010
Business Coach for WordPress Freelancers since 2013
Lead Organizer WordCamp Birmingham
I’m not an expert. I’m a learner.
My Qualification:I’ve been doing this long enoughto have made all the common mistakes already.
Friendly MonstersBuilding Fences— — —5 Monsters You Should Know and How to Contain Them
Link at the End…Download Slides
Full Video of this Presentation from WordCamp Denver
Free 1-Issue Coaching Call
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In my experience,the most common reason client relationships suffer is a lack of clarity.
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A lack of clarityoften comes fromassumptions.
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The key to clarity is
SpecificityIntake FormScope of WorkContractn a t h a n i n g r a m . c o m
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Healthy relationshipsare based onhealthycommitments.
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From the start,your process should include opportunitiesfor the client to commitat key points.
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First Contact
Initial Consultation
Proposal and Contract
Content
Design
Development
Review and Testing
Launch
Maintenance
Clearly define expectationsandconsequences
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“The single biggest problem in communicationis the illusion that it has occurred.”
– George Bernard Shaw
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Without regular communication,clients make assumptions,
and they usually assume the worst.@ n a t h a n i n g r a m
Few things can improvethe client’s experience more than
clear, regular communication.n a t h a n i n g r a m . c o m
Become a master of the3 sentence email.
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If you don’t document, you’re relying on your own memory,
or worse… the client’s.
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Implement a system that caneasily capture
all project communication.
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BasecampTeamwork
Evernote
AsanaCRM
Just Email
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The best system isthe one you will
consistently use.
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…and how to contain them
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Monster MarksHas no idea what he wants,
or he wants everything.Asks endless questions.Has no goals or budget.
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Containment StrategyFocus on CommitmentThese clients are classic
time-wasters.
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Containment StrategyUse an intake form.
Get to price early.Suggest a discovery phase
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Monster MarksExpresses interest then
disappears unexpectedly.Repeatedly reschedules
planned meetings.Takes a long time to respond.
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Usually well-intentioned but busy.The website is not a top priority.
Tend to disappear during the project, then reappear with
unreasonable demands whentiming gets critical.
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Containment StrategyFocus on Clarity
Create a process to dealwith disappearing clients.
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Containment StrategyHave clear wording in your
contract describing projects delayed by the client.
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Monster MarksSends 3am emails
with a 7:30 follow-up.Insists on after-hours meetings.Works weekends and holidays
and expects you to also.n a t h a n i n g r a m . c o m
Containment StrategyFocus on Communication
Clearly communicatehow and when you work.
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Containment StrategySet the tone in the initial meetings
and how / when you follow up.Don’t violate your boundaries.
Excellent candidatefor a PITA surcharge.
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Monster MarksWants an $8000 site for $1000.
Overly concerned about cost.Doesn’t respect you or your work.
Wants to pay you in equity.
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Containment StrategyFocus on Clarity
Be sure your scope of workis crystal clear.
You don’t have to workwith everyone.
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Monster MarksEverything is an emergency.
Favorite word is NOW.Worked with a previous
developer who“did everything wrong.”
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Containment StrategyFocus on Documentation
System trumps drama.Keep careful records when you
deal with this client.
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Video and SlidesiThemes RecurringRevenue SummitFree 20-minute Coaching Call
nathaningram.com/wcbos
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