CLIENT MANAGERS FROM HELL

MIKE WEISS @MICHAELWEISS

MANAGERS

▸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?

FIRST A FISH TALE…

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

SET EXPECTATIONS EARLY & OFTEN

THE FIRST RULE

SAY IT SO CLEARLY, THAT IT CAUSES A CONVERSATION TO HAPPEN.

Jason Blummer, Blummer CPAs

CLIENT MANAGERS FROM HELL

COMMUNICATE FREQUENTLY

MY SECOND RULE

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

PICK UP THE PHONEMY THIRD RULE

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)

DO WHAT YOU SAY, SAY WHAT YOU DO

MY LAST RULE

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

THANK YOU!