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Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
Learning to love your clients
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Learning to love your clients

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Clients, clients, clients. Those fickle creatures that we love to hate. Can't work with them, can't work without them.

Clients, clients, clients. Those fickle creatures that we love to hate. Can't work with them, can't work without them.

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Transcript

  • 1. LEARNING TO LOVE YOUR CLIENTS Viviana Doctorovich @vivdoc
  • 2. I MY CLIENTS
  • 3. #idiotclient #stupidclient #badclient #horribleclient #clientfromhell
  • 4. Worst client comments turned into posters 2.2 Million views
  • 5. I have, as requested, attached a logo that represents not only the peer to peer networking project you are currently working on, but working with you in general. ! Regards, David.
  • 6. The blood sucking client
  • 7. The obsessive client
  • 8. The phantom client
  • 9. The 100 trillion clicks client
  • 10. THEMES
  • 11. R.E.S.P.E.C.T.
  • 12. You say tomato. I say…
  • 13. BOUNDARIES
  • 14. “When we fail to set boundaries and hold people accountable, we feel used and mistreated. ! This is why we sometimes attack who they are, which is far more hurtful than addressing a behaviour or a choice.” - Brené Brown
  • 15. Assertiveness
  • 16. AssertivenessPassivity Aggression
  • 17. AssertivenessPassivity Aggression
  • 18. AssertivenessPassivity Aggression
  • 19. AssertivenessPassivity Aggression
  • 20. • State needs and wants clearly, appropriately, and respectfully • Express feelings clearly, appropriately, and respectfully • Use “I” statements • Speak in a calm and clear tone of voice • Don’t allow others to abuse or manipulate them • Stand up for their rights • Listen well without interrupting
  • 21. I find it difficult to focus on my work if you keep sending me these questions. Can you please put them all together and we can spend some time tomorrow resolving your doubts? FeelingsFeeling Alternative
  • 22. I believe we agreed that the changes we did last week was the last round of amends. Why are you asking me to change things again? Discrepancies Agreement Discrepancy
  • 23. I understand that you need this urgently, but I have another deadline today. Can we talk about this first thing tomorrow? Priorities Their  need Your  need Alternative
  • 24. LISTENING
  • 25. “Listen first, then design” ! - Michael Bierut SECRET OF DESIGN # 1
  • 26. Listening is not the same as hearing
  • 27. It seems to me that you’re saying…
  • 28. Need Interest Position What we say we want What we really want What we must have
  • 29. Need Interest Position Make logo bigger Increase brand awareness Identity
  • 30. EMPATHY
  • 31. Have you ever been a client?
  • 32. tamborim agogô cavaquinho chocalho afroxe axê ala baiana bateria batucada bloco caixa cavaquinho carro alegóico chocalho cuica desfile destaque enredo G.R.E.S. mestre sala pandeiro passista porta bandeira puxador rainha da bateria rei momo repinique exaltação
  • 33. banner blindness beta above the fold AJAX anti-aliasing applet CAPTCHA ! cloaking CMS conversion rate ! cookie CSS deep linking depricated back end backlink bandwidth bounce rate cached files client-side DHTML DNS domain XML font family font weight graceful degradation hex code landing page markup meta data navigation UX UI open source permalink plug-in progressive enhancement resolution liquid layout
  • 34. SPENDING TIME TOGETHER
  • 35. Every second you spend with your clients is an opportunity
  • 36. Collaboration Shared understanding Education Buy in
  • 37. Defining strategy Creating personas Creating user journeys Defining requirements Co-designing
  • 38. Time design
  • 39. NINJA SKILLS FOR MASTER FACILITATORS
  • 40. PLAN YOUR STRATEGY
  • 41. CHOOSE YOUR DISCIPLES
  • 42. KNOW YOUR DISCIPLES
  • 43. PICK YOUR WEAPONS
  • 44. GROUP VS INDIVIDUAL OPENING VS CLOSING
  • 45. Group Individual
  • 46. Create choices Make choices Opening activities Closing activities
  • 47. CREATE THE RIGHT ATMOSPHERE
  • 48. SET THE RULES
  • 49. •  Mobile  phone  off   •  Laptops  closed   •  Only  one  conversation  will  go   on  at  once     •  Everybody  must     •participate  Workshop  ground  rules
  • 50. WARM THEM UP
  • 51. STAY OUT OF THE WAY
  • 52. TAKE CONTROL OF DIFFICULT PERSONALITIES
  • 53. TRANSACTIONAL ANALYSIS Parent Adult Child Parent Adult Child Nurturing Controlling Free Adapted
  • 54. Parent Adult Child Parent Adult Child Master Disciple
  • 55. EMBRACE THE UNEXPECTED
  • 56. KEEP CALM AND IMPROVISE
  • 57. CELEBRATE!
  • 58. YOU’RE NOW A MASTER FACILITATOR!
  • 59. IT’S NOT YOU, IT’S ME
  • 60. The Best Time to Fire a Client is BEFORE You Start
  • 61. BOUNDARIES
  • 62. LISTENING
  • 63. EMPATHY
  • 64. SPENDING TIME TOGETHER
  • 65. + Awesome websites
  • 66. THANK YOU Viviana Doctorovich @vivdoc

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