This document discusses best practices for client managers based on the experiences of several professionals. It outlines four main rules: 1) Set expectations early and often to avoid misunderstandings; 2) Communicate frequently with clients to address concerns before they become problems; 3) Pick up the phone to have more emphatic and honest conversations; 4) Do what you say you will do and communicate your actions clearly to build trust. Following these guidelines can help client managers avoid providing a bad experience and becoming a "client manager from hell."

1. CLIENT MANAGERS
FROM HELL
MIKE WEISS @MICHAELWEISS

2. MANAGERS

3. ▸Has a business card with your logo on it
▸ANYBODY on your team who:
▸Interacts with clients
▸Sets client expectations
CLIENT MANAGERS FROM HELL
WHAT IS A CLIENT MANAGER?

4. FIRST A FISH TALE…

5. I'VE COME TO THE CONCLUSION THAT
WHEN A CLIENT HAS A BAD
EXPERIENCE THAT IT IS (ALMOST)
ALWAYS OUR FAULT
Jeb Banner, Smallbox
CLIENT MANAGERS FROM HELL

6. SET EXPECTATIONS
EARLY & OFTEN
THE FIRST RULE

8. SAY IT SO CLEARLY, THAT IT
CAUSES A CONVERSATION TO
HAPPEN.
Jason Blummer, Blummer CPAs
CLIENT MANAGERS FROM HELL

10. COMMUNICATE
FREQUENTLY
MY SECOND RULE

11. CLIENT MANAGERS FROM HELL
COMMUNICATE FREQUENTLY
▸Address concerns before they become problems
▸When in the dark, their minds go to bad places
▸Listen to customers and tailor to their needs
▸Keep them accountable

12. PICK UP THE PHONE
MY THIRD RULE

13. THE PHONE FORCES YOU TO
BE MORE EMPHATIC, MORE
ACCURATE, MORE HONEST.
Ross McCammon, Entrepreneur
CLIENT MANAGERS FROM HELL

14. CLIENT MANAGERS FROM HELL
PICK UP THE PHONE
▸ “Cover Your Own Ass” is impersonal
▸ Visit them! Putting something on their calendar
gives them a deadline
▸ Summarize the discussion and post afterward
▸ If you don’t answer, someone will (probably me)

15. DO WHAT YOU SAY,
SAY WHAT YOU DO
MY LAST RULE

16. CLIENT MANAGERS FROM HELL
DO WHAT YOU SAY, SAY WHAT YOU DO
▸Failure to perform is deadly
▸Was it scope, skills, or something else?
▸Communicate what you do

17. CLIENT MANAGERS FROM HELL
HOW NOT TO BE A CLIENT MANAGER FROM HELL
▸Set expectations early and often
▸Communicate frequently
▸Pick up the phone
▸Do what you say, say what you do

18. THANK YOU!