Learning to love your clients

Clients, clients, clients. Those fickle creatures that we love to hate. Can't work with them, can't work without them.

Transcript

1. LEARNING TO LOVE YOUR CLIENTS Viviana Doctorovich @vivdoc
2. I MY CLIENTS
5. #idiotclient #stupidclient #badclient #horribleclient #clientfromhell
7. Worst client comments turned into posters 2.2 Million views
10. I have, as requested, attached a logo that represents not only the peer to peer networking project you are currently working on, but working with you in general. ! Regards, David.
13. The blood sucking client
14. The obsessive client
15. The phantom client
16. The 100 trillion clicks client
17. THEMES
18. R.E.S.P.E.C.T.
19. You say tomato. I say…
22. BOUNDARIES
23. “When we fail to set boundaries and hold people accountable, we feel used and mistreated. ! This is why we sometimes attack who they are, which is far more hurtful than addressing a behaviour or a choice.” - Brené Brown
24. Assertiveness
25. Assertiveness Passivity Aggression
26. Assertiveness Passivity Aggression
27. Assertiveness Passivity Aggression
28. Assertiveness Passivity Aggression
29. • State needs and wants clearly, appropriately, and respectfully • Express feelings clearly, appropriately, and respectfully • Use “I” statements • Speak in a calm and clear tone of voice • Don’t allow others to abuse or manipulate them • Stand up for their rights • Listen well without interrupting
30. I find it difficult to focus on my work if you keep sending me these questions. Can you please put them all together and we can spend some time tomorrow resolving your doubts? Feelings Feeling Alternative
31. I believe we agreed that the changes we did last week was the last round of amends. Why are you asking me to change things again? Discrepancies Agreement Discrepancy
32. I understand that you need this urgently, but I have another deadline today. Can we talk about this first thing tomorrow? Priorities Their  need Your  need Alternative
33. LISTENING
34. “Listen first, then design” ! - Michael Bierut SECRET OF DESIGN # 1
35. Listening is not the same as hearing
36. It seems to me that you’re saying…
37. Need Interest Position What we say we want What we really want What we must have
39. Need Interest Position Make logo bigger Increase brand awareness Identity
40. EMPATHY
41. Have you ever been a client?
42. tamborim agogô cavaquinho chocalho afroxe axê ala baiana bateria batucada bloco caixa cavaquinho carro alegóico chocalho cuica desfile destaque enredo G.R.E.S. mestre sala pandeiro passista porta bandeira puxador rainha da bateria rei momo repinique exaltação
43. banner blindness beta above the fold AJAX anti-aliasing applet CAPTCHA ! cloaking CMS conversion rate ! cookie CSS deep linking depricated back end backlink bandwidth bounce rate cached files client-side DHTML DNS domain XML font family font weight graceful degradation hex code landing page markup meta data navigation UX UI open source permalink plug-in progressive enhancement resolution liquid layout
44. SPENDING TIME TOGETHER
45. Every second you spend with your clients is an opportunity
46. Collaboration Shared understanding Education Buy in
47. Defining strategy Creating personas Creating user journeys Defining requirements Co-designing
48. Time design
49. NINJA SKILLS FOR MASTER F ACILITA TORS
50. PLAN YOUR STRATEGY
51. CHOOSE YOUR DISCIPLES
52. KNOW YOUR DISCIPLES
53. PICK YOUR WEAPONS
55. GROUP VS INDIVIDUAL OPENING VS CLOSING
56. Group Individual
57. Create choices Make choices Opening activities Closing activities
58. CREATE THE RIGHT ATMOSPHERE
60. SET THE RULES
61. •  Mobile  phone  off   •  Laptops  closed   •  Only  one  conversation  will  go   on  at  once     •  Everybody  must     •participate  Workshop  ground  rules
62. WARM THEM UP
64. STAY OUT OF THE WAY
65. TAKE CONTROL OF DIFFICULT PERSONALITIES
66. TRANSACTIONAL ANALYSIS Parent Adult Child Parent Adult Child Nurturing Controlling F ree Adapted
67. Parent Adult Child Parent Adult Child Master Disciple
69. EMBRACE THE UNEXPECTED
70. K E EP CALM AND IMPROVIS E
71. CELEBRATE!
72. YOU’R E NOW A MASTER F ACILITA TOR!
73. IT’S NOT YOU, IT’S ME
74. The Best Time to Fire a Client is BEFORE You Start
75. BOUNDARIES
76. LISTENING
77. EMPATHY
78. SPENDING TIME TOGETHER
80. + Awesome websites
81. THANK YOU Viviana Doctorovich @vivdoc