konnexus

Eric Reiss tells about what he learned dealing with clients.

1 The client does not give a damn

(public ministries)

• Do something quick and easy that makes your client look good
• Seek a true champion within the organization
• If you're going to prostitute yourself, make sure the money is really, really good.

2 Would you consider a no cure, no pay agreement?

(Airline)

• don't let your enthusiasm get the better of you
• always maintain control of the "cure" (and make sure the "cure" is well-defined)
• Ensure you establish your rights to the "cure" if the client gives your work to someone else for execution (and be prepared to sue)

3 who called this stupid meeting? who are you guys? why am i here?

(finantial sector)

• write out a very clear agenda and make sure everyone gets it prior to the meeting (hold the client-side organizer hostage)
• list your expected outcomes / decitions
• provide short background documents if necessary

4 but social media is free ...

(b2b)

• don't be greedy and accept a project unless proper internal resources have been allocated
• understand that social media are not marketing tools, they are communications devices (not monologue, but dialogue)
• focus on the communications goals, not projects (and don't be seduced by fals metrics)

5 btw, i'm no longer in charge of this project ...

(private sector)

• make sure the new person knows that you know are calling the shots (don't threaten, be supportive)
• find out what the new person has in terms of personal goals and hidden agendas (and find out why the other guy left/got fired)
• avoid talking about legacy decisions (even when the new leader is clearly looking for a scapegoat)

6 oh, the contract is just a formality ...

(charities and ngos)

• a contract is always a contract
• cover your ass. get something in writing from the client (an e-mail, for example) that shows they understand the true backstory and are gaming their system.
• be wary of contracts that apprear after you've started the work.

7 we want the best damned site in our industry. can we have it thursday?

(clueless clients, b2b)

• try and put the project into a familiar perspective (e.g. print: compare preparation needs and budgets with those for their annual report)
• show how a proper development process works (e.g. www.fatdux.com/how/our-process)
• see if there is a link to an internal process (e.g. LEAN - muda, muri, mura)

8 you didn't deliver what you promised ...

(private sector, "deliverables creep")

• don't be vague just to get the contract. vague proposal language will return to bite you in the ass.
• make sure you specify your deliverables - and that the client understands exactly what you mean (not everyone has the same definition of stuff, e.g. wireframes)
• always be prepared to give more than you planned on giving. but stay in control.

9 my wife says links should be blue ...

(industrial sector)

• pick your fights with care. don't waste time discussing the home page if you can win on stuff like better forms design.
• in a battle with the ceo's wife, statistics will lose
• get the ceo to choose between his personal business success and his wife ("you might become more profitable if you ...") (between personal success, business success, wife -> business)

10 but your proposal doesn't contain all the stuff we want but didn't ask for.

(how to read between blurry lines)

• find out how you got on the short list (probably because you are qualified)
• don't spedn too much time proving your qualifications. instead, show that you can think outside whatever box you've been given.
• show folks success, not just process (people don't want a drill, they want a hole.)

recommended books:

"the secret handshake" "dealing with difficult people" "what clients love" "selling the invisible"