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Working With Clients

Working With Clients. Or, how to make someone happy NO MATTER WHAT they end up with ! This presentation describes: what’s most important when you work with real clients why setting expectations EARLY is VERY IMPORTANT how to get input without pestering

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Working With Clients

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  1. Working With Clients • Or, how to make someone happy NO MATTER WHAT they end up with ! • This presentation describes: • what’s most important when you work with real clients • why setting expectations EARLY is VERY IMPORTANT • how to get input without pestering • how to UNDERSTAND a client to produce a useful report • how to contact a client for this project

  2. what isMOST important ? • You want the client to get the product they expect • You want the product to be practically useful for the client • You want the client TO BE HAPPY with the product • THEREFORE: • ALWAYS describe the product to the client in a very clear way (make sure they know – or SHOULD know – what they’ll get) • ALWAYS work to see things from the client’s point of view (interview them to understand what is valuable in their world) • NEVER promise more than you can deliver (promise the MINIMUM that you are absolutely CERTAIN to deliver)

  3. set expectations EARLY • Client needs to know: • what you will do for them • do not promise TO SOLVE their problems • do promise to give them “a possibly useful” report • make it CLEAR that you are not a volunteer for them • how much time/effort this will cost them • make it CLEAR that they will need to spend some time on this • minimum ~3 hours total (initial meeting, some calls/emails throughout, review final report) • maximum ? (reviewing and offering input on outline, rough draft, attending final presentation, et cetera) • give CLEAR OPPORTUNITIES for them to provide input

  4. setting expectations IS VITAL • You DO NOT want the client unhappy with the product • if you were expecting a used Kia and you get a nearly new Civic, are you happy? • if you were expecting a new Lexus and you get a nearly new Civic, are you happy? • You DO NOT want the client frustrated with the process • if you weren’t expecting any work at all but you get some calls and emails with questions, drafts to review, etc, are you happy? • if you were expecting a good bit of work and you get some focused questions, helpful drafts to review, etc, are you happy?

  5. how to get inputWITHOUT pestering • Set expectations • talk with client about the level of project input they will want to have • talk with client about what support they want to provide • emphasize how input and support can benefit THEM • agree on a specific level of input (time estimate, schedule if possible) • Be clear • make certain every contact (email, call, meeting) has a specific goal • clearly describe this goal to the client at every contact • provide client with necessary info to accomplish these contact goals • Be PROFESSIONAL • sloppy, confusing, disorganized contacts (emails, calls, meetings) will annoy clients and negatively affect how they see your final product

  6. how to understandWHAT a client needs and can use • Know their situation • what is the client’s relationship to the organization? • are there things the client can’t say directly? • Know the organization • what does the organization value? • what are the organization constraints (money, time, etc)? • Know the history • what has been done or studied in the past? • who else has faced these same issues or problems? • Use trial and error • show them drafts and ask “is this useful for you?”

  7. DO NOT . . . • . . . refuse to see things from client’s point of view • . . . propose “solutions” that client cannot act on • . . . offer “help” that does not match client’s needs

  8. The first steps . . . • Email a possible client to give them some context • It’s a class report writing project • It’s a chance to get a free report that might be helpful • It would require ~3hrs total over four weeks from them • Follow up the email with a phonecall • Answer any questions they have • Make it CLEAR that this is a REPORT WRITING CLASS project • Define REALISTIC expectations for them (you’ll do some research to get them a “hopefully useful” written report)

  9. IF your don’t want to work with a real client . . . • You still brainstormed a real client idea for the “Recommendation Report Idea Email” • Told me what you WOULD do if you were forced to work with someone real • Told me whether you actually want to do this • You’ll probably end up in a group of other folks who don’t want to work with a real client • You’ll work for me pretending to be a “real” client • I will “be” Stephen Warren, the new Director of Development for the Texas Boys Ranch • Your group will do some prelim research and then email or talk with “Stephen” to figure out what you’ll do for the project

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