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?
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
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
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)
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