digital people show up webinar series: getting to yes - how to win client approval of your...

Getting to Yes VICKI WRIGHT

Digital People Show Up Webinar

March 14, 2012

The typical creative presentation.

Mock-ups are spread on the conference table.

You pray the client will like something.

The best work should jump out – right?

Everyone feels uncomfortable.

© Vicki Wright, 2012. All rights reserved.

What’s wrong here?

You have no power in this situation.

The best ideas can get lost in the shuffle.

Sometimes the weakest ideas get noticed first.

The client doesn’t always give useful feedback.


The problem.

The client does not want to appear

foolish or uninformed.

Not knowing what else to do,

the client withholds approval.


What now?

You just presented your best ideas.

How will you get better ideas?

Do you have enough time to start over?

Is there money in the budget?

Do you have the heart to tell your team to try again?


Is this how it feels?

Why are clients so:

DUMB

BORING

CLOSE-MINDED

…….aaaarghhhhh!


Bad advice.

Don’t fall in love with your first idea, because the

client will never buy it.

Hire a bunch of freelancers to work all weekend on

new ideas.

Invite the client to your next creative brainstorm.

Just do what the client wants.

Get better clients.


Decision-makers and influencers

You must learn who’s-who in advance.

Influencers can become supporters when given a

reason to believe in your idea.

Decision-makers can be a tougher sell because

they have more at stake.

Decision-makers may need agreement from

influencers to approve your idea.


Project committees

Always present your ideas to your day-to-day

contacts before you present to a larger group.

Don’t change your presentation, just use the

feedback from your contacts to anticipate and

prepare for challenges from the group.


Manage the approval process

Face-time with the ultimate decision-maker

is vital to determining what criteria will be

used for approval.

When you try to guess what the ultimate

decision-maker will approve, time and

money are easily wasted.

Tell your client this crucial fact.


This is fine art.

You’re not making fine art.

Fine art is individual self-expression.

Fine art is subjective.

It can’t be easily evaluated.

Everyone’s opinion is valid.


This is design.

Design is intended to communicate.

Design is objective.

It can be evaluated based on specific parameters.

The opinion of the target audience counts.


The cast-in-concrete rule of design.

NOTHING IS ARBITRARY.


The path to yes.

Get better input up front – even if you have to make it up.

Get client agreement to that input – before you begin creative work.

Measure your ideas against that input.


The creative brief.

The creative brief works like a contract between the creative team and the client.

It defines the project parameters.

If your work adheres to those parameters, you have met your end of the contract.


The creative brief.

Who is the target audience?

What are they doing now?

What do we want them to do?

What do they need to believe to do it?

What’s in it for them?


How to win support.

Tell your client what you understand about the

situation.

Demonstrate how your ideas come from your

client’s input.

Sell your creative thinking – before you show

your client any work.


The rationale.

ANSWER THESE QUESTIONS:

What message is being communicated?

How does the look and feel contribute to the

message and entice the target?

How does it support the client’s brand?


The rationale.

Be concise. Use bullets. Avoid lingo.

Always provide the rationale in writing and make

sure each idea has its own rationale.


Why does this work?

Your client evaluates the idea based on the

rationale – not just personal preferences.

Your client now has a script to give you

valuable feedback.


When it’s not going well.

Maybe circumstances have changed and your

idea is no longer valid.

If so, don’t show any of your ideas.


Two is the right number.

Always show your best idea first.

The second idea should be equally strong, but

slightly different in tone or intensity.


What if they hate it?

Is your client a member of the target audience? –

probably not.

Has the direction for the project changed?

Is your client the ultimate decision-maker?


They hate it.

You don’t have to take it personally.

Show your second idea.


What if they hate both ideas?

Put both ideas out of sight.


Save face.

Adjust the creative brief to match the new

direction and get your client to agree to it.

Schedule the next presentation

before you leave.


Avoid power plays.

Stop your client from playing ‘designer’ or ‘writer,’ or from doing your job.

Never accept ‘one from column A, two from column B’ suggestions.

Make it clear that your ideas are supported by the rationale and that . . .


NOTHING IS ARBITRARY


Why this won’t work for you.

Your client never gives good direction.

You don’t have time to write a rationale, much less work on the creative brief.

Your client doesn’t care what you think.

Your client demands lots of options.

You never get in front of your client to make a presentation.


Beyond yes.

When you demonstrate how your idea not only

meets the parameters, but does it in an

unexpected way, you achieve client delight.


Summary

The minutes you spend thoughtfully

defining and communicating the rationale

for your best ideas, will save you hours of

time trying to come up with more ideas

you don’t like nearly as much.


Q & A


Thank you!
