happy clients, happy life!

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HAPPY CLIENTS HAPPY LIFE LANNY GEFFEN A

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Happy Clients, Happy Life! with Lanny Geffen Presented on September 18 2014 at FITC's Web Unleashed Toronto 2014 More info at www.fitc.ca Some say they have the perfect job… if it wasn’t for the clients! Projects full of promise, spiral into a nightmare of scope creep, crazy deadlines and missed expectations – woah! It’s time to get along. This talk is about tools, strategies, stories and morale-building encouragement that will give you the tools to cope with scope, deal with delays, build to budget and thrive in a world where clients matter. OBJECTIVE Provide tools and insights that will last your entire career, helping you build fruitful relationships with clients and keep your sanity too. TARGET AUDIENCE Just about anyone who works with clients in any role (and everyone does in one way or another). FIVE THINGS YOU’LL LEARN How to manage expectations with client Techniques to address common project problems Best practices for your team How to maintain a good relationship and recurring revenue How to prevent problems in the first place

TRANSCRIPT

Page 1: Happy Clients, Happy Life!

HAPPY CLIENTS HAPPY LIFELANNY GEFFEN

A

Page 2: Happy Clients, Happy Life!

CLIENTSARE TOUGH

@lgeffen

Page 3: Happy Clients, Happy Life!

NO EASY FIXES

Page 4: Happy Clients, Happy Life!

DON’T LOSE YOUR SHIRT

Page 5: Happy Clients, Happy Life!

YOU

Page 6: Happy Clients, Happy Life!

CLARITY

Page 7: Happy Clients, Happy Life!

PROMISES

Page 8: Happy Clients, Happy Life!

!

SETTING TARGETS

Page 9: Happy Clients, Happy Life!

✓ LEARN THEIR BUSINESS ✓ DEFINE THEIR GOALS AND BARRIERS ✓ SYNTHESIZE WHAT YOU’VE LEARNED

Page 10: Happy Clients, Happy Life!

EXPECTATIONS

Page 11: Happy Clients, Happy Life!

NOT GONNA HAPPEN

Page 12: Happy Clients, Happy Life!

SCOTTY KNOWS CLIENT MANAGEMENT

Page 13: Happy Clients, Happy Life!

SCOPE CREEP

Page 14: Happy Clients, Happy Life!

TIME = MONEY

Page 15: Happy Clients, Happy Life!

BEFORE !

AFTER

Page 16: Happy Clients, Happy Life!

PRESENT YOUR WORK

Page 17: Happy Clients, Happy Life!

DO YOU LIKE IT?

Page 18: Happy Clients, Happy Life!

@#$%&!

Page 19: Happy Clients, Happy Life!

✓ RECAP GOALS AND BARRIERS

✓ SHOW THE RATIONALE

✓ DOES IT VALIDATE

Page 20: Happy Clients, Happy Life!
Page 21: Happy Clients, Happy Life!

FOLLOW THROUGH

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✓ SET TARGETS

✓ MANAGE EXPECTATIONS

✓ REMEMBER: TIME = MONEY

✓ SHAPE YOUR FEEDBACK

✓ FOLLOW THROUGH

TAKE AWAYS:

Page 23: Happy Clients, Happy Life!
Page 24: Happy Clients, Happy Life!

Kurt Krumme @burtbrumme

!

Mattel, Hasbro, George Lucas, Charlie Brown, and the Muppets.

Thanks to:

Page 25: Happy Clients, Happy Life!

QUESTIONS?Follow me: @lgeffen

[email protected]

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