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