learning to love your clients

LEARNING TO LOVE YOUR

CLIENTS

Viviana Doctorovich@vivdoc

I MY CLIENTS

#idiotclient

#stupidclient

#badclient

#horribleclient

#clientfromhell

Worst client comments turned into posters

2.2 Million views

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.

The blood sucking client

The obsessive client

The phantom client

The 100 trillion clicks client

THEMES

R.E.S.P.E.C.T.

You say tomato. I say…

BOUNDARIES

“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

Assertiveness

AssertivenessPassivity Aggression

AssertivenessPassivity Aggression

AssertivenessPassivity Aggression

AssertivenessPassivity Aggression

• 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

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?

FeelingsFeeling

Alternative

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?

DiscrepanciesAgreement

Discrepancy

I understand that you need this

urgently, but I have another deadline

today. Can we talk about this first

thing tomorrow?

PrioritiesTheir  need

Your  needAlternative

LISTENING

“Listen first, then design” !

- Michael Bierut

SECRET OF DESIGN # 1

Listening is not the same as hearing

It seems to me that you’re

saying…

Need

Interest

PositionWhat we say we want

What we really want

What we must have

Need

Interest

PositionMake logo bigger

Increase brand awareness

Identity

EMPATHY

Have you ever been a client?

tamborim

agogô

cavaquinho

chocalho

afroxe

axê

ala

baiana

bateria

batucada

bloco

caixa

cavaquinho

carro alegóico

chocalhocuica

desfile

destaqueenredo

G.R.E.S.

mestre sala

pandeiro

passista

porta bandeira

puxador

rainha da bateria

rei momo

repinique

exaltação

banner blindness

beta

above the fold

AJAX

anti-aliasing

applet

CAPTCHA

!cloaking

CMS

conversion rate

!cookie

CSS

deep linkingdepricatedback end

backlink

bandwidth

bounce ratecached files

client-sideDHTML

DNS

domain

XML

font family

font weightgraceful degradation

hex code

landing page

markup

meta data

navigation

UX

UI

open source

permalink

plug-inprogressive enhancement

resolution

liquid layout

SPENDING TIME TOGETHER

Every second you spend with your

clients is an opportunity

Collaboration

Shared understanding

Education

Buy in

Defining strategy

Creating personas

Creating user journeys

Defining requirements

Co-designing

Time design

NINJA SKILLS FOR MASTER FACILITATORS

PLAN YOUR STRATEGY

CHOOSE YOUR DISCIPLES

KNOW YOUR DISCIPLES

PICK YOUR WEAPONS

GROUP VS INDIVIDUAL

OPENING VS CLOSING

Group Individual

Create choices

Make choices

Opening activities

Closing activities

CREATE THE RIGHT

ATMOSPHERE

SET THE RULES

•  Mobile  phone  off  •  Laptops  closed  •  Only  one  conversation  will  go  

on  at  once    

•  Everybody  must    •participate

 Workshop  ground  rules

WARM THEM UP

STAY OUT OF THE WAY

TAKE CONTROL OF DIFFICULT

PERSONALITIES

TRANSACTIONAL ANALYSIS

Parent

Adult

Child

Parent

Adult

Child

NurturingControlling

FreeAdapted

Parent

Adult

Child

Parent

Adult

Child

Master Disciple

EMBRACE THE UNEXPECTED

KEEP CALM

AND IMPROVISE

CELEBRATE!

YOU’RE NOW A MASTER FACILITATOR!

IT’S NOT YOU, IT’S ME

The Best Time to Fire a Client is

BEFORE You Start

BOUNDARIES

LISTENING

EMPATHY

SPENDING TIME TOGETHER

+

Awesome websites

THANK YOU

Viviana Doctorovich@vivdoc