Graded unit client

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Graded unit client

  1. 1. Communicating with the client Mark Hetherington Senior Lecturer – Communication and English
  2. 2. Overview <ul><li>Client meetings / client contact </li></ul><ul><li>Client relationship </li></ul><ul><li>The first meeting and beyond… </li></ul><ul><li>Q and A session </li></ul>
  3. 3. Clients <ul><li>What (arguably) is the most important thing you should consider before working with clients do you think? </li></ul>
  4. 4. Prepare… <ul><li>‘ Success depends upon previous preparation, and without such preparation there is sure to be failure’. </li></ul>
  5. 5. Skills to pay the bills… <ul><li>What do employers look for in a prospective employee? </li></ul><ul><li>Communication skills </li></ul><ul><li>Teamwork </li></ul><ul><li>Attention to detail </li></ul><ul><li>Knowledge </li></ul>
  6. 6. Client Meetings/Contact <ul><li>Important part of the Graded Unit and your responsibility. </li></ul><ul><li>An initial face to face meeting is crucial. </li></ul><ul><li>But remember clients are busy people. </li></ul><ul><li>Establish a preferred method of regular contact other than face to face meetings at the first meeting – options? </li></ul><ul><li>Must be professional at all times . </li></ul>
  7. 7. What can ‘professional’ mean?
  8. 8. Stereotypes?
  9. 9. Client Meetings / Contact <ul><li>Contact should happen fairly frequently – constant contact is needed. </li></ul><ul><li>You should update your client regularly - at least once a week. </li></ul><ul><li>Clarify what you need from each other – RECORDING! </li></ul>
  10. 10. The Client Relationship <ul><li>To love, honour…and obey? </li></ul><ul><li>Create a long & happy client relationship. </li></ul><ul><li>Client loyalty - build a strong relationship from the outset. </li></ul><ul><li>Return on Investment (ROI) - understand their business, good service and ethic </li></ul><ul><li>Think about the long game as well as the present… </li></ul>
  11. 11. The Client Relationship <ul><li>The first meeting - do your homework and prepare thoroughly. </li></ul><ul><li>Go the extra mile to prove that you understand their business and your ‘business’. </li></ul><ul><li>Be professional, not a ‘bunch of students doing a project’. </li></ul><ul><li>Work them out as individuals too - what kind of people are they? Assess this as quickly as you can. </li></ul><ul><li>You must be enthusiastic and passionate - even if they are not. </li></ul>
  12. 12. Remember: Under promise & over deliver!
  13. 13. The Client Relationship <ul><li>Cement the relationship: </li></ul><ul><ul><li>Show them you mean business and can do the job. </li></ul></ul><ul><ul><li>Negotiate the project aims/objectives/outcomes. </li></ul></ul><ul><ul><li>Be realistic about what you can do - do not promise what you can’t deliver - set realistic expectations. </li></ul></ul><ul><ul><li>‘ Paperwork’ sent in advance, record of meets forwarded to client within two days. </li></ul></ul>
  14. 14. The Client Relationship <ul><li>Stay one step ahead: </li></ul><ul><ul><li>No-one indispensable. </li></ul></ul><ul><ul><li>Complacency is your worst enemy. </li></ul></ul><ul><ul><li>Never slack on quality and results. </li></ul></ul><ul><ul><li>Show you are really serious about their business. </li></ul></ul>
  15. 15. The Client Relationship <ul><li>Don’t get so immersed in their business that you lose objectivity - remember you are the Media specialists - they need something from you! </li></ul><ul><li>Two way street. </li></ul><ul><li>You should be given on-going feedback. </li></ul><ul><li>Results, results, results - ultimately that is what the client will look for. </li></ul>
  16. 16. Honesty IS the best policy <ul><li>Be proactive & honest: </li></ul><ul><ul><li>Nip problems in the bud - do not let them fester and grow </li></ul></ul><ul><ul><li>Be upfront (and apologetic if necessary). </li></ul></ul><ul><ul><li>Don’t be defensive. </li></ul></ul><ul><ul><li>Think through solutions to issues. </li></ul></ul><ul><ul><li>Be flexible and willing to help. </li></ul></ul><ul><ul><li>But don’t be frightened to stand your ground when it counts. </li></ul></ul><ul><ul><li>You need to earn respect. </li></ul></ul>
  17. 17. First Meeting <ul><li>Create an ‘agenda’ and include the client. </li></ul><ul><li>You could send a list of questions, or a request for information, to the client before the meeting. </li></ul><ul><li>Plan how you are going to get to the meeting – where is the office – leave yourself plenty of time! </li></ul><ul><li>Never be late. </li></ul><ul><li>Make a good, enthusiastic first impression - and maintain it. </li></ul>
  18. 18. First Meeting ct’d <ul><li>Think about the Mechanics – what you need to do in the meeting. </li></ul><ul><ul><li>Negotiate the brief. </li></ul></ul><ul><ul><li>Clarify issues/questions. </li></ul></ul><ul><li>Recording – how? </li></ul><ul><li>Getting what you’ve discussed to the client - how and when (it should be a quick turn around - within two days). </li></ul>
  19. 19. First Meeting <ul><li>Future client meetings should be discussed. </li></ul><ul><li>Your work schedule should be negotiated with the client - remember this isn’t the only Unit you are doing. </li></ul><ul><li>Clarify (budgetary) issues. </li></ul><ul><li>Discuss what facilities are available/needed? </li></ul>
  20. 20. Keep the momentum going <ul><li>Think about your strategy for future meetings </li></ul><ul><li>Think about your Graded Unit obligations </li></ul><ul><li>Recording is very important </li></ul><ul><li>Where’s the evidence?!? </li></ul>
  21. 21. Any questions?

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