Klanten zijn net mensen

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