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Client Diplomacy: From Adversaries to Allies


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Lightning Talk (10 minus) presented at WordCamp NYC at the UN

Too often in web design and development we treat clients as the enemy - irritating, ill-informed, pointy-haired-boss style business people who don't "get" what we do.

If instead we treated clients as our allies, and aligned our interests to theirs - recognizing that their success is out ultimate goal - we'd achieve better outcomes.

Published in: Business
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Client Diplomacy: From Adversaries to Allies

  1. 1. C L I E N T D I P LO M ACY: F R O M A DV E R SA R I E S TO A L L I E S John Eckman • @jeckman • #wcnyc
  2. 2. T H E C L I E N T I S N OT T H E E N E M Y John Eckman • @jeckman • #wcnyc
  3. 3. John Eckman • @jeckman • #wcnyc
  4. 4. We the peoples of the United Nations determined • to save succeeding generations from the scourge of war, which twice in our lifetime has brought untold sorrow to mankind, and • to reaffirm faith in fundamental human rights, in the dignity and worth of the human person, in the equal rights of men and women and of nations large and small, and • to establish conditions under which justice and respect for the obligations arising from treaties and other sources of international law can be maintained, and • to promote social progress and better standards of life in larger freedom, And for these ends • to practice tolerance and live together in peace with one another as good neighbours, and • to unite our strength to maintain international peace and security, and • to ensure, by the acceptance of principles and the institution of methods, that armed force shall not be used, save in the common interest, and • to employ international machinery for the promotion of the economic and social advancement of all peoples, • Have resolved to combine our efforts to accomplish these aims Accordingly, our respective Governments . . . do hereby establish an international organization to be known as the United Nations.
  5. 5. John Eckman • @jeckman • #wcnyc
  6. 6. P R O S P E C T S • Intent counts more than technique • Say what you mean, mean what you say • What it is like in the beginning is (mostly) what it will be like in the future • While things are going well, plan for how you will operate when problems occur John Eckman • @jeckman • #wcnyc
  7. 7. AC T I V E C L I E N T S • Empathy • Active listening • Getting beyond the ask • Picking your battles • Recognizing domain expertise John Eckman • @jeckman • #wcnyc
  8. 8. PA RT I N G WAYS • Some alliances just weren’t meant to last • Peace with honor vs. Scorched earth • Clients remember how it ended John Eckman • @jeckman • #wcnyc
  9. 9. TO G E T H E R W E AC H I E V E M O R E ! John Eckman • @jeckman • #wcnyc
  10. 10. John Eckman • @jeckman • #wcnyc Come work with us: