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Managing Customer From Hell - Web Design Malaysia

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Aisyah from Laman7 Web Design Malaysia explained how she manages customer from hell. This was her slides at the Web Design Bersidai event.

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Managing Customer From Hell - Web Design Malaysia

  1. 1. Managing $#!* Clients Presentation by Aisyah Rozi
  2. 2. Who’s fault is this?
  3. 3. ‘Who to blame’ is not the question.
  4. 4. How do we prevent this? The better question is,
  5. 5. Work with Good Clients ONLY.
  6. 6. Web design since 16 years old. - Foundation in Arts - Bachelor in Environments (Architecture) University of Melbourne, Australia Aisyah Rozi 2.5 years 2.5 years
  7. 7. W Hotel, Kuala Lumpur
  8. 8. Resort in Kemaman, (Competition)
  9. 9. ANGSANA PENANG, Teluk Bahang RM 250M
  10. 10. ANGSANA PENANG, Teluk Bahang RM 250MTHE Hell Project
  11. 11. ANGSANA PENANG, Teluk Bahang RM 250MTHE Hell Project 1. 5 years in design 2. Complex layouts 3. Ambitious engineering 4. Endless technical issues 5. HORRIFYING working files 6. Fussy clients 7. Client’s ‘baby’ project
  12. 12. Managing Clients Expectations Understanding What They Say Managing Timeline & Resources Testing Design Ideas (Quickly) Work Scope Negotiations 2.5 years
  13. 13. Negotiations Closing Clients Project Management Manage Resources 2.5 years
  14. 14. Do you Project Management?
  15. 15. WHY Project Management? Satisfy Stakeholders Achieve Project Goals Stay On budget Deliver On-Time Manage Resources
  16. 16. How? PMs do this by reducing unknowns unknowns as much as possible. Proceed with Caution & Use Retainer Model Scope-based work. Low paying. Proceed. Must Win. Outsource/ Agile Clear Unknown Unknown Clear Goal Solution
  17. 17. How? PMs do this by reducing unknowns unknowns as much as possible. Proceed with Caution & Use Retainer Model Scope-based work. Low paying. Proceed. Must Win. Outsource/ Agile Clear Unknown Unknown Clear Goal Solution
  18. 18. When Does Project Management Starts?
  19. 19. Before Getting The Right Client to Work with When Does Project Management Starts?
  20. 20. During Working with Client -HAPPILY When Does Project Management Starts?
  21. 21. After Continued Relationship (Friends) When Does Project Management Starts?
  22. 22. Before During After Getting The Right Client to Work with Working with Client -HAPPILY Continued Relationship (Friends) When Does Project Management Starts?
  23. 23. Before During After Getting The Right Client to Work with Working with Client -HAPPILY Continued Relationship (Friends) Before Starting Project
  24. 24. How to Find Good Clients?
  25. 25. Be Who You Want to Be, Make Decisions Finding Good Clients? [Only] Attract Your Dream Clients REJECT Unwanted Clients 1 2 3
  26. 26. Making Decisions Decisions / Objections Details / Answers Client Asks for Discounts Strictly no. Ask, is there something else that can be exchanged? (Valuable to them, low cost to us.) Minimum Engagement. RM 6,500. What dictates our pricing? Price the customer, not the scope.
  27. 27. Making Decisions Decisions / Objections Details / Answers Client Asks for Discounts Strictly no. Ask, is there something else that can be exchanged? (Valuable to them, low cost to us.) Minimum Engagement. RM 6,500. What dictates our pricing? Price the customer, not the scope. BE FIRM
  28. 28. Attracting Dream Clients Understand your dream client, be the one they need.
  29. 29. Reject Unwanted Clients Decline if they are not the right people you want to work with.
  30. 30. Reject Unwanted Clients Signs of Bad Client (any) Lowballing Rude Demanding Dishonesty Overpromise (Sweet Talker)
  31. 31. Bad Deal is No Deal Commandment #1
  32. 32. Before Starting Project: Set Expectations Let them know what they are getting into. Work Scopes, Processes, Revisions, Timeline, Communication Channels, PIC, Meetings, Payment Milestones, ETC...
  33. 33. Make it CRYSTAL CLEAR
  34. 34. Before During After Getting The Right Client to Work with Working with Client -HAPPILY Continued Relationship (Friends) Before Starting Project Upon project confirmation (WO/PO/LOA)
  35. 35. Controlling Scopes Document, Document, Document. Project Brief (Goals, Expected Outcome), Revisions control, Meeting Notes & Minutes, Sign Off.
  36. 36. Controlling Scopes Use Change Management Process
  37. 37. Change Management Process Change Request PM Receive & Document Laman7 Evaluates Impact & Risks ImplementReject Discussion with Sponsor low Med/High Or involves VO Assign PIC & Deadline Via Email/ Chat Group / Call/ Meeting Client Laman7 Variation Order (VO) may apply
  38. 38. Underpromise, Overdeliver. Commandment #2
  39. 39. Remove Obstacles Address Issues Beforehand Delays, Difficulties, Technical Issues, Out-of-Scope-Requests, Known Risk Factors
  40. 40. Dealing with Conflict(or any requests you do not want to entertain)
  41. 41. Can you.. [Request] That’s a bad idea. Client You
  42. 42. Can you.. [Request] That’s a bad idea. Client You
  43. 43. Dealing With Conflict Focus on the Solution. (Mindset) Do not be tempted to go into blaming game.
  44. 44. Watch out for emotional cues. TIPS You get emotional, you lose.
  45. 45. Seek to Understand, Then Be Understood Commandment #3
  46. 46. Dealing With Conflict 1. Understand The Client POV WHO Says What In Which Channel To Whom With What Effect Communicator Message Medium Receiver Effect
  47. 47. Dealing With Conflict 2. Mirroring Repeat key words
  48. 48. Dealing With Conflict 3. Show Empathy using Label It seems like _____________ (situation) is making you feel _________________(their emotion).
  49. 49. Dealing With Conflict 4. Create Reversed Empathy Tell them your current situation and how you cannot afford it. Avoid being accusational/blame the person.
  50. 50. Dealing With Conflict 5. Ask Calibrated Question E.g. 1: How do you think I’m supposed to do that? (Open ended)
  51. 51. Dealing With Conflict 6. OR Ask for Alternative Solution. E.g. 2: How about we do this __________________? (Then state reason based on previous observation).
  52. 52. Role Play
  53. 53. I know we revised a lot, but I promise this is the last one. I just need... A revision? Client You
  54. 54. Can you 1….. 2….. 3…. Oh… (mirroring) (mirroring) Client You
  55. 55. (silence….) Client You
  56. 56. (silence….) Client You I just worry my website will look tacky. Is it tacky?
  57. 57. It seems like you are concerned that your branding is going to look cheap Client You That’s right
  58. 58. We have gone through revisions more than what was quoted, and I can see how important these changes are to you… You Client
  59. 59. We are close to the agreed deadline, and I’m moving on to a new project soon. So, how can I afford to do these additional revisions? You Client
  60. 60. Can I pay you to get these revisions done? Client You Yes, that works
  61. 61. Can I pay you to get these revisions done? Client You Yes, that works
  62. 62. Before During After Getting The Right Client to Work with Working with Client -HAPPILY Continued Relationship (Friends) Project Delivery
  63. 63. Do: End it Well Deliver good work Good terms with client Establish friendship (keep in touch)
  64. 64. Do: Ask for Feedback What we did right? What we didn’t do well? Any feedback for improvement?
  65. 65. Do: Project Post-Mortem What worked? What didn’t work? What you can do better? What can you learn?
  66. 66. Scen- arios
  67. 67. Clients with no boundaries. Eh, you free tak sekarang? I call bole? (10pm)
  68. 68. Clients with no boundaries. Respond, but don’t reply. Or just wait next morning.
  69. 69. Endless Revisions Nak mintak ubah sikit je lagi...
  70. 70. Endless Revisions Document, Document, Document. Always use Change Management process.
  71. 71. Meetings, Oh Meetings. Kita meeting jap boleh? 15 minit je kt office I.
  72. 72. Meetings, Oh Meetings. Charge more for PM Set Expectations
  73. 73. Master-Slave Syndrome. (Disrespectful) Siapa yg bayar ni? Ikut je la apa saya cakap.
  74. 74. Master-Slave Syndrome. Terminate. (Disrespectful)
  75. 75. Oversimplified. Benda ni simple je. Kejap je you buat. Anak saya pon tahu.
  76. 76. Oversimplified. Deflect & reflect. Say No without Saying ‘No’.
  77. 77. Ques- tions?

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