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We've all lived through the experience. A client seeks you out. They give you thousands of dollars in advance. Then, inexplicably, they do everything in their power to ruin your life and make the project a miserable failure. Or do they? What is it that causes clients to lose faith so quickly? Sharing real stories of successes and failures, Carl will walk you through the lessons he's learned managing client relationships over the last 25 years. You'll walk away with tips and tricks to get current projects back on track and keep future ones from going off the rails.
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CLIENT WHISPERERLESSONS FROM THE FRONT LINES
carl@ngenworks.com @carlsmith
Clients Can Smell Fear
Clients Can Smell Fear
Clean Slate
Know Yourself
Know Your Team
Common Pitfalls
Know Your Client
What Were They Promised?
Must Win vs. Checklist
Establish Trust
Be Honest & Nice
Be Familiar
Address Issues Early
Keep Commitments
Tell Stories
Respect Yourself
A Rationale For Everything
Playback Client Input
Silence Is The Enemy
Clients Don’t Want To Drive
Don’t Overcommit
Scope Creep
Start The Tough Conversations
Rehearse
Be Aware Of Emotions
Bail Before You Break
Separate The Person From The Problem
Focus On InterestsNot Positions
The Team’s Perspective
The Client’s Perspective
Ask Why?
Be Firm But Fair
Don’t Be A Buzzer Beater
Leverage Team Knowledge
Test
Reply Now, Answer Later
Never Email When You Should Call
Plan Leverage
Voices From The Shadows
Own Your Mistakes
Postmortem Exercise
What’s The Story?
Ripcord!
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