Nathan IngraM

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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

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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,

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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

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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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