WCSD 2015: Milestones and Delivery. Tough Conversations and Scope Creep

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In the Web Development Business we constantly struggle with communication. In this presentation I show you how to fix that. I believe we have been trying to solve the wrong problem. Instead of throwing another piece of software at it to patch the solution, I suggest we try a new approach. I break things down into "What we say" to our clients, "How we say it" and "When we say it." By connecting with our clients and being their advocate, the whole perspective changes. The result is a lasting partnership that virtually eliminates all client problems.

Business

Milestones & Delivery
Tough Conversations / Scope Creep
@WesChyrchel | WesChyrchel.com

The Client Communication Problem
@WesChyrchel | WesChyrchel.com
A Communication Framework
Eliminating Scope Creep
Recap
Questions

What is the best way to
manage a project?
@WesChyrchel | WesChyrchel.com

Project Management
Software
@WesChyrchel | WesChyrchel.com

Which is the best one?
@WesChyrchel | WesChyrchel.com

"I have tried them all and
Redbooth is the one that
sucks the least."
@WesChyrchel | WesChyrchel.com
John Hawkins:

182,000,000 Results
@WesChyrchel | WesChyrchel.com
Project Management
Software :

We think that by changing
our software, it will make us
better communicators.
@WesChyrchel | WesChyrchel.com

We're trying to solve the
wrong problem.
@WesChyrchel | WesChyrchel.com

It's not a software problem,
it's a communication
problem.
@WesChyrchel | WesChyrchel.com

As an industry we suck at
communicating with clients.
@WesChyrchel | WesChyrchel.com

We know this because client
problems are still
happening.
@WesChyrchel | WesChyrchel.com

Maybe it starts with us.
@WesChyrchel | WesChyrchel.com

How we think of ourselves.
@WesChyrchel | WesChyrchel.com

Put your client goggles on.
@WesChyrchel | WesChyrchel.com

"We are an award winning
WordPress Agency. Our
enterprise client list is revered
in the Digital Space. We are the
best IT solution for your
business. For the right budget,
we can build you a great
website." @WesChyrchel | WesChyrchel.com
1

"We listen. We are a WordPress
Agency and client advocate. Our
success is measured by your
success. Your inside business
knowledge is integral to our
process. Let's build a great
website together!"
@WesChyrchel | WesChyrchel.com
2

Which one would
you choose?
@WesChyrchel | WesChyrchel.com

We're still learning.
@WesChyrchel | WesChyrchel.com

Real
Examples
@WesChyrchel | WesChyrchel.com

Search:
"WordPress
Agency About"
@WesChyrchel | WesChyrchel.com

"We're a leading technical
WordPress agency based
around the globe. We provide
development & consultancy for
large-scale sites and big name
clients worldwide."
@WesChyrchel | WesChyrchel.com

"We deliver great looking sites
with user-friendly content
management systems that
search engines will love from
day one."
@WesChyrchel | WesChyrchel.com

"We design and build digital
experiences and destinations
that help brands nurture and
grow their communities."
@WesChyrchel | WesChyrchel.com

What's
Wrong?
@WesChyrchel | WesChyrchel.com

The examples were not
written for clients. They were
written for you and me.
@WesChyrchel | WesChyrchel.com

We are building websites for
our peers, not our clients.
@WesChyrchel | WesChyrchel.com

How do I know this?
@WesChyrchel | WesChyrchel.com

We are still having
problems with clients.
@WesChyrchel | WesChyrchel.com

How do we fix it?
@WesChyrchel | WesChyrchel.com

We change how we
talk to clients.
@WesChyrchel | WesChyrchel.com

Like missing rungs in
a ladder, we've been
missing steps.
@WesChyrchel | WesChyrchel.com

Old
Communication
New
Communication
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Where do we start?
@WesChyrchel | WesChyrchel.com

We create a new
approach.
@WesChyrchel | WesChyrchel.com

First, look at the basics.
@WesChyrchel | WesChyrchel.com
Language Method Action

What we say.
@WesChyrchel | WesChyrchel.com
Language:

Is a tool. It can be used
to include or exclude.
@WesChyrchel | WesChyrchel.com
Language:

● Technical jargon
● International clients
● Giving orders
@WesChyrchel | WesChyrchel.com
Exclude:

● Not tied to community
● Transcend borders
● Inviting tone
@WesChyrchel | WesChyrchel.com
Include:

Back to basics.
@WesChyrchel | WesChyrchel.com
Language Method Action

How we say it.
@WesChyrchel | WesChyrchel.com
Method:

It's about emotion. We
use emotion to interpret
messages. It's how we
address our needs.
@WesChyrchel | WesChyrchel.com
Method:

● Developer needs
● Client needs
● Emotional needs
@WesChyrchel | WesChyrchel.com
Method:

● Client as business expert
● They don't know web
● Be the guide
● Explain the rules
@WesChyrchel | WesChyrchel.com

When we say it.
@WesChyrchel | WesChyrchel.com
Action:

Turn the development
process upside down. Add
strategic talking points,
often and early.
@WesChyrchel | WesChyrchel.com
Action:

● More but less time
● Steps are info moments
● Forgotten details rise
● Stop problems early
@WesChyrchel | WesChyrchel.com

@WesChyrchel | WesChyrchel.com
Eliminating Scope Creep

Scope creep happens due
to missed communication
opportunities and poor
planning.
@WesChyrchel | WesChyrchel.com

● Assumptions become real
● Intermittent follow up
● Feeling guilty
● $10,000 button
@WesChyrchel | WesChyrchel.com

Scope creep disappears
when guidelines are
created and you
communicate more.
@WesChyrchel | WesChyrchel.com

1. What, How, When - LMA
2. Explain How / Listen
3. Time / Money Rules
4. Non-Updates Okay
5. Get someone to talk
@WesChyrchel | WesChyrchel.com

Questions:
Any Questions?
Thank you!
Visit WesChyrchel.com
*Slides will be at slideshare.net/weschyrchel
@WesChyrchel | WesChyrchel.com

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WCSD 2015: Milestones and Delivery. Tough Conversations and Scope Creep

1. Milestones & Delivery Tough Conversations / Scope Creep @WesChyrchel | WesChyrchel.com

2. The Client Communication Problem @WesChyrchel | WesChyrchel.com A Communication Framework Eliminating Scope Creep Recap Questions

3. What is the best way to manage a project? @WesChyrchel | WesChyrchel.com

4. Project Management Software @WesChyrchel | WesChyrchel.com

5. Which is the best one? @WesChyrchel | WesChyrchel.com

6. "I have tried them all and Redbooth is the one that sucks the least." @WesChyrchel | WesChyrchel.com John Hawkins:

7. 182,000,000 Results @WesChyrchel | WesChyrchel.com Project Management Software :

8. Why? @WesChyrchel | WesChyrchel.com

9. We think that by changing our software, it will make us better communicators. @WesChyrchel | WesChyrchel.com

10. We're trying to solve the wrong problem. @WesChyrchel | WesChyrchel.com

11. It's not a software problem, it's a communication problem. @WesChyrchel | WesChyrchel.com

12. As an industry we suck at communicating with clients. @WesChyrchel | WesChyrchel.com

13. We know this because client problems are still happening. @WesChyrchel | WesChyrchel.com

14. Why? @WesChyrchel | WesChyrchel.com

15. Maybe it starts with us. @WesChyrchel | WesChyrchel.com

16. How we think of ourselves. @WesChyrchel | WesChyrchel.com

17. Examples @WesChyrchel | WesChyrchel.com

18. Put your client goggles on. @WesChyrchel | WesChyrchel.com

19. "We are an award winning WordPress Agency. Our enterprise client list is revered in the Digital Space. We are the best IT solution for your business. For the right budget, we can build you a great website." @WesChyrchel | WesChyrchel.com 1

20. "We listen. We are a WordPress Agency and client advocate. Our success is measured by your success. Your inside business knowledge is integral to our process. Let's build a great website together!" @WesChyrchel | WesChyrchel.com 2

21. Which one would you choose? @WesChyrchel | WesChyrchel.com

22. We're still learning. @WesChyrchel | WesChyrchel.com

23. Real Examples @WesChyrchel | WesChyrchel.com

24. Search: "WordPress Agency About" @WesChyrchel | WesChyrchel.com

25. "We're a leading technical WordPress agency based around the globe. We provide development & consultancy for large-scale sites and big name clients worldwide." @WesChyrchel | WesChyrchel.com

26. "We deliver great looking sites with user-friendly content management systems that search engines will love from day one." @WesChyrchel | WesChyrchel.com

27. "We design and build digital experiences and destinations that help brands nurture and grow their communities." @WesChyrchel | WesChyrchel.com

28. What's Wrong? @WesChyrchel | WesChyrchel.com

29. The examples were not written for clients. They were written for you and me. @WesChyrchel | WesChyrchel.com

30. We are building websites for our peers, not our clients. @WesChyrchel | WesChyrchel.com

31. How do I know this? @WesChyrchel | WesChyrchel.com

32. We are still having problems with clients. @WesChyrchel | WesChyrchel.com

33. How do we fix it? @WesChyrchel | WesChyrchel.com

34. We change how we talk to clients. @WesChyrchel | WesChyrchel.com

35. Like missing rungs in a ladder, we've been missing steps. @WesChyrchel | WesChyrchel.com

36. Old Communication New Communication @WesChyrchel | WesChyrchel.com

37. Where do we start? @WesChyrchel | WesChyrchel.com

38. We create a new approach. @WesChyrchel | WesChyrchel.com

39. First, look at the basics. @WesChyrchel | WesChyrchel.com Language Method Action

40. What we say. @WesChyrchel | WesChyrchel.com Language:

41. Is a tool. It can be used to include or exclude. @WesChyrchel | WesChyrchel.com Language:

42. Examples @WesChyrchel | WesChyrchel.com

43. ● Technical jargon ● International clients ● Giving orders @WesChyrchel | WesChyrchel.com Exclude:

44. ● Not tied to community ● Transcend borders ● Inviting tone @WesChyrchel | WesChyrchel.com Include:

45. Back to basics. @WesChyrchel | WesChyrchel.com Language Method Action

46. How we say it. @WesChyrchel | WesChyrchel.com Method:

47. It's about emotion. We use emotion to interpret messages. It's how we address our needs. @WesChyrchel | WesChyrchel.com Method:

48. ● Developer needs ● Client needs ● Emotional needs @WesChyrchel | WesChyrchel.com Method:

49. Examples @WesChyrchel | WesChyrchel.com

50. ● Client as business expert ● They don't know web ● Be the guide ● Explain the rules @WesChyrchel | WesChyrchel.com

51. Back to basics. @WesChyrchel | WesChyrchel.com Language Method Action

52. When we say it. @WesChyrchel | WesChyrchel.com Action:

53. Turn the development process upside down. Add strategic talking points, often and early. @WesChyrchel | WesChyrchel.com Action:

54. Examples @WesChyrchel | WesChyrchel.com

55. ● More but less time ● Steps are info moments ● Forgotten details rise ● Stop problems early @WesChyrchel | WesChyrchel.com

56. Old New @WesChyrchel | WesChyrchel.com

57. @WesChyrchel | WesChyrchel.com Eliminating Scope Creep

58. Scope creep happens due to missed communication opportunities and poor planning. @WesChyrchel | WesChyrchel.com

59. Examples @WesChyrchel | WesChyrchel.com

60. ● Assumptions become real ● Intermittent follow up ● Feeling guilty ● $10,000 button @WesChyrchel | WesChyrchel.com

61. Scope creep disappears when guidelines are created and you communicate more. @WesChyrchel | WesChyrchel.com

62. @WesChyrchel | WesChyrchel.com Recap

63. 1. What, How, When - LMA 2. Explain How / Listen 3. Time / Money Rules 4. Non-Updates Okay 5. Get someone to talk @WesChyrchel | WesChyrchel.com

64. Questions: Any Questions? Thank you! Visit WesChyrchel.com *Slides will be at slideshare.net/weschyrchel @WesChyrchel | WesChyrchel.com

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