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Tom Chute: @tomcchute @pragmaticweb
from the
ClientSidE
Talesfrom the
ClientSidE
Tales
Who am I?● Account Manager
@ Pragmatic
● Previously a client
● Previous to that - hard sales
● Why I care about client tales and experiences
Welcome to our relationship counselling session
You don’t understand me anymore
“T”
You don’t understand me anymore
“T”
Tale: The Non Techy, Disappointed Client
● Non-techy client
● Poor briefs - help!
● Unclear KPIs
I’m on a burning platform, and I don’t want to be the one left carrying the baby with the bathwater being poured all over my head.
“
T”
T
“You don’t understand me anymore”
● Know your client, I mean really know your client
● Continued discovery
● Client and individual goals/KPIs not just project
● Don’t just find solutions - talk it through
Have you met someone else?
“T”
Tale: The Shunned Client
● “How’s things generally over there?”
● Smaller project syndrome
● Shiney new things for us, not for them
Have you met someone else?
“T”
“Have you met someone else?”
● Maintain positivity around smaller accounts
● Benefits of project trickle down
● Transparency and resourcing
You never want to do anything together anymore
“T”
Don’t make me swear in front of my wife, but where’s my ************support!
“T”
Don’t make me swear in front of my wife, but where’s my ************support!
“T”(11:30pm, Sunday whilst
driving)
“I’ve got a Service Level Agreement - service me!”
● Understand what you’re getting involved in
● The people involved
I feel like you’re hiding stuff from me
“T”
I feel like you’re hiding stuff from me
“T”
Tale: The Out of the Loop Client
● Panicked calls
● Where is all the money going?
● “I’ve been left in the dark and don’t feel in the loop”
… followed by...
● “Can you guys stop spamming me”
“I’ve been very interested to read your company’s Christmas internal blog, and can offer some advice around the team issues, however I don’t think I should be on the distribution list.”
T
“I feel like you’re hiding stuff from me”
● Under-sharing Vs Over-sharing
● Communication levels - ask
● Stakeholders (internal and external)
● Don’t build a wall
I need some space
“T”
I need some (shared) space
“T”
Tale: The ‘Use my Dropbox for this, Google Drive for this and MySpace for this’ Client
● Logins always lost
● Similar tools doing the same job
● How to refer back to decisions
T
“I need some space”
● Which tools?
○ Confluence, Wiki
○ Google Docs
○ Project Management
○ Slack / messaging
○ Drive, Dropbox
● Ways of working with these tools
You said this but you mean something else
“T”
Tale: The Keep it in the Family Client
● Mixing business with family and friends
● Applying pressure externally when issue was internal
You said this but you mean something else
“T”
“T”
Q: Why, why, why is there a hold up?
“T”
Q: Why, why, why is there a hold up?
A: The copywriter
“T”
Q: Why, why, why is there a hold up?A: The copywriter (your son)
“You said this but you mean something else”
● Be clear and direct, immediately
● Don’t be afraid to hurt feelings - you’re probably wrong!
● Offer a solution, not just identifying the problem
Summary● Understand your clients, not
just the work you are doing with them
● Transparency and honesty
● Tell a hard truth
Tom Chute: @tomcchute @pragmaticweb