client whisperer - lessons from the front lines
DESCRIPTION
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.TRANSCRIPT
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Clients Can Smell Fear
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Clients Can Smell Fear
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Clean Slate
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Know Yourself
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Know Your Team
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Common Pitfalls
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Know Your Client
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What Were They Promised?
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Must Win vs. Checklist
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Establish Trust
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Be Honest & Nice
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Be Familiar
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Address Issues Early
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Keep Commitments
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Tell Stories
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Respect Yourself
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A Rationale For Everything
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Playback Client Input
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Silence Is The Enemy
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Clients Don’t Want To Drive
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Don’t Overcommit
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Scope Creep
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Start The Tough Conversations
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Rehearse
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Be Aware Of Emotions
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Bail Before You Break
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Separate The Person From The Problem
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Focus On InterestsNot Positions
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The Team’s Perspective
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The Client’s Perspective
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Ask Why?
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Be Firm But Fair
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Don’t Be A Buzzer Beater
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Leverage Team Knowledge
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Test
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Reply Now, Answer Later
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Never Email When You Should Call
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Plan Leverage
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Voices From The Shadows
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Own Your Mistakes
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Postmortem Exercise
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What’s The Story?
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Ripcord!
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