Klanten zijn net mensen

Klanten zijn net mensen

Vaak hebben we te maken met onredelijke verwachtingen, onrealistische deadlines, en klanten die ontevreden zijn met hoe een project loopt. Meestal heeft dit niet zozeer te maken met wat we doen of hoe we dat doen, maar met hoe we naar klanten communiceren. We gaan kijken naar hoe je dit alles kan vermijden en kan zorgen dat klanten altijd met volledig vertrouwen een project doorlopen, zonder dat je daar meer of harder voor moet werken.

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Frank van den Brink

September 15, 2012
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Transcript

  1. CLIENTS Almost human

  2. INTRODUCTIONS

  3. Frank van den Brink

  4. None
  5. None
  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

  23. None
  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

  30. None
  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/7078 @fvdb http://about.me/fvdb http://speakerdeck.com/u/fvdb