A Digital Relationship: How to Work with Clients You’ve Never

Met in Person

Profile

• Long term clients

• Short term projects

• Tight deadlines

• Minimum surprises

We Only Trust Who We Know

Trust

• References

• Present yourself

• Get personal

• Humanize interactions

• Always use video

Gather Information

• Ask questions.

• Think of all the cases.

• Be proactive: bring value.

• Ask for documentation or make it yourself.

• Share thoughts in meetings:

– Whiteboards

– Presentations

– Collaboration tools

Trust

Trust

Teach Your Clients

• You are the expert; act like one

• Give them tools

• Explain the benefits

• Repeat

• Patience

• Super Communication

• Periodically propose improvements

Trust

Be Assertive

There is no way that the project will be done on time if we follow what you are saying.

According to my experience in a similar project, if we want to meet the deadline, we should first start with…

Include the benefits in your statement.

Trust

Clear Expectations

• Have clear expectations during the entire project.

• Share everything you understand to make sure you are on the same page.

• Share your plan.

• Propose alternative ways to reach results.

• Be confident in your knowledge and experience.

• Say “No.”

Trust

Strike the Right Frequency of Communication

• Be flexible.

• Adapt to their preferred method of communication.

• Have the right balance of updates.

• Address group questions/concerns.

• Be very available.

• Stay on top of communications .

Trust

Feed the Relationship

• Tell them when you gain new skills.

• Make it a little personal.

• Break the digital barrier.

• Be truly interested in their product/business.

Trust

WHAT TO DO WHEN SOMETHING GOES WRONG

The Client Changes His/Her Mind About the Priorities

• Work to avoid that during the entire project.

• Adjust.

• Bring the client back in line with the original agreement.

• Explain the consequences (cost or delivery dates).

Shit happens

Oops! You Made a Mistake

• Be upfront: tell them them right away.

• Be proactive: explain the solution.

• If the entire relation has gone well, clients will understand.

Shit happens

Shit happens

Questions

Credits: Graphics from clientsfromhell.net

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