Clients: Almost Human

When doing software development projects, things often don't go as expected. Defects, cost overruns, and missed deadlines can always cause clients to be unhappy about the result. In this talk I will explain the client's perspective, what causes them to be unhappy, and how you can change your communication to ensure that even when a project goes south, your clients stay happy and remain confident in the project's success and your expertise.

Transcript

1. CLIENTS Almost human
2. INTRODUCTIONS
3. Frank van den Brink
6. TODAY’S AGENDA
7. The client perspective
8. How to make them happy
9. When things go wrong
10. THE CLIENT PERSPECTIVE
11. What makes them unhappy
12. Cost overruns
13. Missed deadlines Cost overruns
14. Missed deadlines Cost overruns Broken software
15. What really makes them unhappy
16. Unmet expectations
17. Why?
18. People hate surprises
19. People hate feeling out of control
20. Expectations
21. Expectations Reality
22. Expectations Reality Anxiety
24. Expectations are shaped to fit reality
25. Despite setbacks they were in control
26. They made me feel safe
27. It’s all about perception
28. It’s all about shaping expectations
29. It’s all about guiding emotions
31. You won’t be judged by how things went
32. You will be judged by how things felt
33. HOW TO MAKE THEM HAPPY
34. Seek first to understand
35. Don’t just listen to what they say
36. Also listen to what they feel
37. They have to feel that you are in control
38. Tell them what you’re doing
39. Tell them what is going to happen
40. Tell them what is expected of them
41. Tell them what happens if those expectations are not met
42. They have to feel that you know exactly how this works
43. Be honest and sincere
44. Be transparent about realities of the project
45. Never commit to what you can’t deliver
46. Respond quickly to questions
47. Respond quicker to concerns
48. Never negotiate
49. WHEN THINGS GO WRONG
50. Inform the client immediately
51. Acknowledge concerns
52. Be honest
53. Always work towards a solution
54. Always work towards moving forward
55. Reset the expectations
56. What you absolutely should not do
57. Don’t get emotional
58. Don’t play the blame game
59. Don’t make excuses
60. Don’t avoid communication
61. FINALLY
62. Know that all this is a continuous process
63. You are adjusting current expectations
64. You are also building future expectations
65. You are effectively building trust
66. If they feel that you are in control
67. If they feel that you are open and honest
68. If they feel that you truly care
69. If you deliver on your promises
70. Clients will keep coming back
71. And you can charge a premium fee
72. THANK YOU! http://joind.in/7052 @fvdb http://about.me/fvdb http://speakerdeck.com/u/fvdb