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Graded unit client presentation

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Transcript

  • 1. Communicating with the client Mark Hetherington Senior Lecturer – Communication and English
  • 2. Overview
    • Client meetings / client contact
    • Client relationship
    • The first meeting and beyond…
    • Q and A session
  • 3. Clients
    • What (arguably) is the most important thing you should consider before working with clients do you think?
  • 4. Prepare…
    • ‘ Success depends upon previous preparation, and without such preparation there is sure to be failure’.
  • 5. Skills to pay the bills…
    • What do employers look for in a prospective employee?
    • Communication skills
    • Teamwork
    • Attention to detail
    • Knowledge
  • 6. Client Meetings/Contact
    • Important part of the Graded Unit and your responsibility.
    • An initial face to face meeting is crucial.
    • But remember clients are busy people.
    • Establish a preferred method of regular contact other than face to face meetings at the first meeting – options?
    • Must be professional at all times .
  • 7. What can ‘professional’ mean?
  • 8. Stereotypes?
  • 9. Client Meetings / Contact
    • Contact should happen fairly frequently – constant contact is needed.
    • You should update your client regularly - at least once a week.
    • Clarify what you need from each other – RECORDING!
  • 10. The Client Relationship
    • To love, honour…and obey?
    • Create a long & happy client relationship.
    • Client loyalty - build a strong relationship from the outset.
    • Return on Investment (ROI) - understand their business, good service and ethic
    • Think about the long game as well as the present…
  • 11. The Client Relationship
    • The first meeting - do your homework and prepare thoroughly.
    • Go the extra mile to prove that you understand their business and your ‘business’.
    • Be professional, not a ‘bunch of students doing a project’.
    • Work them out as individuals too - what kind of people are they? Assess this as quickly as you can.
    • You must be enthusiastic and passionate - even if they are not.
  • 12. Remember: Under promise & over deliver!
  • 13. The Client Relationship
    • Cement the relationship:
      • Show them you mean business and can do the job.
      • Negotiate the project aims/objectives/outcomes.
      • Be realistic about what you can do - do not promise what you can’t deliver - set realistic expectations.
      • ‘ Paperwork’ sent in advance, record of meets forwarded to client within two days.
  • 14. The Client Relationship
    • Stay one step ahead:
      • No-one indispensable.
      • Complacency is your worst enemy.
      • Never slack on quality and results.
      • Show you are really serious about their business.
  • 15. The Client Relationship
    • Don’t get so immersed in their business that you lose objectivity - remember you are the Media specialists - they need something from you!
    • Two way street.
    • You should be given on-going feedback.
    • Results, results, results - ultimately that is what the client will look for.
  • 16. Honesty IS the best policy
    • Be proactive & honest:
      • Nip problems in the bud - do not let them fester and grow
      • Be upfront (and apologetic if necessary).
      • Don’t be defensive.
      • Think through solutions to issues.
      • Be flexible and willing to help.
      • But don’t be frightened to stand your ground when it counts.
      • You need to earn respect.
  • 17. First Meeting
    • Create an ‘agenda’ and include the client.
    • You could send a list of questions, or a request for information, to the client before the meeting.
    • Plan how you are going to get to the meeting – where is the office – leave yourself plenty of time!
    • Never be late.
    • Make a good, enthusiastic first impression - and maintain it.
  • 18. First Meeting ct’d
    • Think about the Mechanics – what you need to do in the meeting.
      • Negotiate the brief.
      • Clarify issues/questions.
    • Recording – how?
    • Getting what you’ve discussed to the client - how and when (it should be a quick turn around - within two days).
  • 19. First Meeting
    • Future client meetings should be discussed.
    • Your work schedule should be negotiated with the client - remember this isn’t the only Unit you are doing.
    • Clarify (budgetary) issues.
    • Discuss what facilities are available/needed?
  • 20. Keep the momentum going
    • Think about your strategy for future meetings
    • Think about your Graded Unit obligations
    • Recording is very important
    • Where’s the evidence?!?
  • 21. Any questions?

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