client managers from hell
TRANSCRIPT
▸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?
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
SAY IT SO CLEARLY, THAT IT CAUSES A CONVERSATION TO HAPPEN.
Jason Blummer, Blummer CPAs
CLIENT MANAGERS FROM HELL
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
THE PHONE FORCES YOU TO BE MORE EMPHATIC, MORE ACCURATE, MORE HONEST.
Ross McCammon, Entrepreneur
CLIENT MANAGERS FROM HELL
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)
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
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