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Client Whisperer - Lessons From The Front Lines

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We've all lived through the experience. A client seeks you out. They give you thousands of dollars in advance. Then, inexplicably, they do everything in their power to ruin your life and make the project a miserable failure. Or do they? What is it that causes clients to lose faith so quickly? Sharing real stories of successes and failures, Carl will walk you through the lessons he's learned managing client relationships over the last 25 years. You'll walk away with tips and tricks to get current projects back on track and keep future ones from going off the rails.

Published in: Business, Technology
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Client Whisperer - Lessons From The Front Lines

  1. 1. CLIENT FROM THE FRONT LINES WHISPERER LESSONS carl@ngenworks.com @carlsmith
  2. 2. Clients Can Smell Fear
  3. 3. Clients Can Smell Fear
  4. 4. Clean Slate
  5. 5. Know Yourself
  6. 6. Know Your Team
  7. 7. Common Pitfalls
  8. 8. Know Your Client
  9. 9. What Were They Promised?
  10. 10. Must Win vs. Checklist
  11. 11. Establish Trust
  12. 12. Be Honest & Nice
  13. 13. Be Familiar
  14. 14. Address Issues Early
  15. 15. Keep Commitments
  16. 16. Tell Stories
  17. 17. Respect Yourself
  18. 18. A Rationale For Everything
  19. 19. Playback Client Input
  20. 20. Silence Is The Enemy
  21. 21. Clients Don’t Want To Drive
  22. 22. Don’t Overcommit
  23. 23. Scope Creep
  24. 24. Start The Tough Conversations
  25. 25. Rehearse
  26. 26. Be Aware Of Emotions
  27. 27. Bail Before You Break
  28. 28. Separate The Person From The Problem
  29. 29. Focus On Interests Not Positions
  30. 30. The Team’s Perspective
  31. 31. The Client’s Perspective
  32. 32. Ask Why?
  33. 33. Be Firm But Fair
  34. 34. Don’t Be A Buzzer Beater
  35. 35. Leverage Team Knowledge
  36. 36. Test
  37. 37. Reply Now, Answer Later
  38. 38. Never Email When You Should Call
  39. 39. Plan Leverage
  40. 40. Voices From The Shadows
  41. 41. Own Your Mistakes
  42. 42. Postmortem Exercise
  43. 43. What’s The Story?
  44. 44. Ripcord!
  45. 45. THANK YOU carl@ngenworks.com @carlsmith

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