Learning to love your clients

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Clients, clients, clients. Those fickle creatures that we love to hate. Can't work with them, can't work without them.

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Learning to love your clients

  1. 1. LEARNING TO LOVE YOUR CLIENTS Viviana Doctorovich @vivdoc
  2. 2. I MY CLIENTS
  3. 3. #idiotclient #stupidclient #badclient #horribleclient #clientfromhell
  4. 4. Worst client comments turned into posters 2.2 Million views
  5. 5. I have, as requested, attached a logo that represents not only the peer to peer networking project you are currently working on, but working with you in general. ! Regards, David.
  6. 6. The blood sucking client
  7. 7. The obsessive client
  8. 8. The phantom client
  9. 9. The 100 trillion clicks client
  10. 10. THEMES
  11. 11. R.E.S.P.E.C.T.
  12. 12. You say tomato. I say…
  13. 13. BOUNDARIES
  14. 14. “When we fail to set boundaries and hold people accountable, we feel used and mistreated. ! This is why we sometimes attack who they are, which is far more hurtful than addressing a behaviour or a choice.” - Brené Brown
  15. 15. Assertiveness
  16. 16. AssertivenessPassivity Aggression
  17. 17. AssertivenessPassivity Aggression
  18. 18. AssertivenessPassivity Aggression
  19. 19. AssertivenessPassivity Aggression
  20. 20. • State needs and wants clearly, appropriately, and respectfully • Express feelings clearly, appropriately, and respectfully • Use “I” statements • Speak in a calm and clear tone of voice • Don’t allow others to abuse or manipulate them • Stand up for their rights • Listen well without interrupting
  21. 21. I find it difficult to focus on my work if you keep sending me these questions. Can you please put them all together and we can spend some time tomorrow resolving your doubts? FeelingsFeeling Alternative
  22. 22. I believe we agreed that the changes we did last week was the last round of amends. Why are you asking me to change things again? Discrepancies Agreement Discrepancy
  23. 23. I understand that you need this urgently, but I have another deadline today. Can we talk about this first thing tomorrow? Priorities Their  need Your  need Alternative
  24. 24. LISTENING
  25. 25. “Listen first, then design” ! - Michael Bierut SECRET OF DESIGN # 1
  26. 26. Listening is not the same as hearing
  27. 27. It seems to me that you’re saying…
  28. 28. Need Interest Position What we say we want What we really want What we must have
  29. 29. Need Interest Position Make logo bigger Increase brand awareness Identity
  30. 30. EMPATHY
  31. 31. Have you ever been a client?
  32. 32. tamborim agogô cavaquinho chocalho afroxe axê ala baiana bateria batucada bloco caixa cavaquinho carro alegóico chocalho cuica desfile destaque enredo G.R.E.S. mestre sala pandeiro passista porta bandeira puxador rainha da bateria rei momo repinique exaltação
  33. 33. banner blindness beta above the fold AJAX anti-aliasing applet CAPTCHA ! cloaking CMS conversion rate ! cookie CSS deep linking depricated back end backlink bandwidth bounce rate cached files client-side DHTML DNS domain XML font family font weight graceful degradation hex code landing page markup meta data navigation UX UI open source permalink plug-in progressive enhancement resolution liquid layout
  34. 34. SPENDING TIME TOGETHER
  35. 35. Every second you spend with your clients is an opportunity
  36. 36. Collaboration Shared understanding Education Buy in
  37. 37. Defining strategy Creating personas Creating user journeys Defining requirements Co-designing
  38. 38. Time design
  39. 39. NINJA SKILLS FOR MASTER FACILITATORS
  40. 40. PLAN YOUR STRATEGY
  41. 41. CHOOSE YOUR DISCIPLES
  42. 42. KNOW YOUR DISCIPLES
  43. 43. PICK YOUR WEAPONS
  44. 44. GROUP VS INDIVIDUAL OPENING VS CLOSING
  45. 45. Group Individual
  46. 46. Create choices Make choices Opening activities Closing activities
  47. 47. CREATE THE RIGHT ATMOSPHERE
  48. 48. SET THE RULES
  49. 49. •  Mobile  phone  off   •  Laptops  closed   •  Only  one  conversation  will  go   on  at  once     •  Everybody  must     •participate  Workshop  ground  rules
  50. 50. WARM THEM UP
  51. 51. STAY OUT OF THE WAY
  52. 52. TAKE CONTROL OF DIFFICULT PERSONALITIES
  53. 53. TRANSACTIONAL ANALYSIS Parent Adult Child Parent Adult Child Nurturing Controlling Free Adapted
  54. 54. Parent Adult Child Parent Adult Child Master Disciple
  55. 55. EMBRACE THE UNEXPECTED
  56. 56. KEEP CALM AND IMPROVISE
  57. 57. CELEBRATE!
  58. 58. YOU’RE NOW A MASTER FACILITATOR!
  59. 59. IT’S NOT YOU, IT’S ME
  60. 60. The Best Time to Fire a Client is BEFORE You Start
  61. 61. BOUNDARIES
  62. 62. LISTENING
  63. 63. EMPATHY
  64. 64. SPENDING TIME TOGETHER
  65. 65. + Awesome websites
  66. 66. THANK YOU Viviana Doctorovich @vivdoc

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