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
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LEARNING TO LOVE YOUR
CLIENTS
Viviana Doctorovich@vivdoc
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I MY CLIENTS
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#idiotclient
#stupidclient
#badclient
#horribleclient
#clientfromhell
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Worst client comments turned into posters
2.2 Million views
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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.
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The blood sucking client
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The obsessive client
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The phantom client
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The 100 trillion clicks client
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THEMES
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R.E.S.P.E.C.T.
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You say tomato. I say…
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BOUNDARIES
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“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
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Assertiveness
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AssertivenessPassivity Aggression
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AssertivenessPassivity Aggression
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AssertivenessPassivity Aggression
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AssertivenessPassivity Aggression
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• 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
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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
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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
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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
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LISTENING
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“Listen first, then design” !
- Michael Bierut
SECRET OF DESIGN # 1
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Listening is not the same as hearing
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It seems to me that you’re
saying…
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Need
Interest
PositionWhat we say we want
What we really want
What we must have
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Need
Interest
PositionMake logo bigger
Increase brand awareness
Identity
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EMPATHY
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Have you ever been a client?
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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
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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
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SPENDING TIME TOGETHER
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Every second you spend with your
clients is an opportunity
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Collaboration
Shared understanding
Education
Buy in
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Defining strategy
Creating personas
Creating user journeys
Defining requirements
Co-designing
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Time design
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NINJA SKILLS FOR MASTER FACILITATORS
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PLAN YOUR STRATEGY
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CHOOSE YOUR DISCIPLES
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KNOW YOUR DISCIPLES
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PICK YOUR WEAPONS
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GROUP VS INDIVIDUAL
OPENING VS CLOSING
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Group Individual
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Create choices
Make choices
Opening activities
Closing activities
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CREATE THE RIGHT
ATMOSPHERE
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SET THE RULES
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• Mobile phone off • Laptops closed • Only one conversation will go
on at once
• Everybody must •participate
Workshop ground rules
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WARM THEM UP
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STAY OUT OF THE WAY
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TAKE CONTROL OF DIFFICULT
PERSONALITIES
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TRANSACTIONAL ANALYSIS
Parent
Adult
Child
Parent
Adult
Child
NurturingControlling
FreeAdapted
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Parent
Adult
Child
Parent
Adult
Child
Master Disciple
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EMBRACE THE UNEXPECTED
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KEEP CALM
AND IMPROVISE
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CELEBRATE!
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YOU’RE NOW A MASTER FACILITATOR!
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IT’S NOT YOU, IT’S ME
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The Best Time to Fire a Client is
BEFORE You Start
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BOUNDARIES
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LISTENING
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EMPATHY
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SPENDING TIME TOGETHER
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+
Awesome websites
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THANK YOU
Viviana Doctorovich@vivdoc