Partnering with clients and SMEs

© 2010 IBM Corporation

Rovis Robert – GTS Channel Enablement Information Developer

16 April 2010

Working with Clients

© 2010 IBM Corporation2

IBM GCS – Working with SMEs

Weary?Weary? Depressed?Depressed? Confused?Confused? Dumbfounded?Dumbfounded?

Does deal ing with diff icult cl ients leave you…



Stressed?Stressed? Worried?Worried? Working extra hours?Working extra hours? Insecure?Insecure?

Does deal ing with diff icult cl ients leave you…



Client: “We really love the design! However, can you make our website less cutting-edge? Our clients aren’t really that good at using the Internet and won’t use all of the bells-and-whistles (extra stuff).”

Me: “What are you referring to specifically?”

Client: “We don’t need the login area. None of our customers will use that.”

Me: “OK, well it is an e-commerce store so I’m not quite sure how you’re going to get paid without being able to identify the client.”

Client: “Well, you’re the designer and you’ve done a great job so far so I’m sure you can figure something out. Look at Google! You don’t have to login to their site and they’re making tons of money!”

Client requests that leave you going “arrggggghhhh….”

Source: http://clientsfromhell.tumblr.com/



The client has sent a picture taken from their camera phone and wants to use it in a A4 brochure.

Me: “Hello, I’m phoning regarding the image you sent earlier. It’s way too small, it’s only 640x480 pixels. Ideally we would need something 10x that size. Also it’s out of focus and essentially we can’t use it. It would look pretty terrible at A4 size.”

Client: “Ah, I see. Can’t you do anything with it? Can’t you work your usual magic on this?”

Me: ”I’m afraid not. It simply is not of a high enough quality that I would recommend using it on an A4 magazine advertisement. If we could get a high resolution photo taken by a professional photographer then maybe we could go further from there.”

Client: “Can’t you just wave your magic wand and make it better?”

Me: “I’m not Harry Potter.”

Client: “Well I’m very disappointed in you….”





Client: “We’re trying to watch the DVD with the advertisement on but we can’t hear any sounds. We’re really not happy with you. You need to bring a new DVD over asap.”

Me: “What are you playing the DVD on?”

Client: “My receptionist’s computer.”

Me: “Does it have speakers?”

Client: “No, will you bring some for me?”

Me: “Uhhh….NO”

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Email from client: “What we really want is a function where the user visits our website and the instant they do so it automatically starts up Microsoft Word on their computer and automatically starts filling out an order form. We think we would get massive revenue this way.”





Client: “I cannot access the Internet from this computer, I haven’t downloaded Google yet.”

Client: “I’d like an email designed and sent to the Internet.”

Client: “The mock up looks nice, but do you think you can make it in 4D?”

Client: “I want it that whenever someone visits our website it automatically installs an icon with a picture of a dog on their desktop. The dog should walk around the screen.”

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Client: “The site looks great, but I need you to do another one too.”

Me: “Umm, ok? What for.”

Client: “You know! You made the website on a Mac so you need to make another one on a PC for people who don’t use fancy computers like you.”





Me: “Ok, we’ve pushed the site live.”

Client: “Why isn’t the site #1 on Google yet?”

Me: “We just pushed it live five minutes ago.”

Client: “Optimize the fireball.”

Me: “I’m sorry? Do you mean the firewall?”

Client: “I need more hits NOW, so I need you to optimize the fireball. I know what I’m talking about!”





What are the most common issues people face when deal ing with cl ients?

Making unreasonable requests – like demanding nearly impossible deadlines

Insistence on breaking rules/guidelines

Unresponsiveness – leading to project time overruns

Expecting you to take responsibility for factors clearly beyond your control

Inability to decide on what exactly they require – usually results in rework and project delays

Experience: “I have one client who is so hyper-organized she gets upset if I send something to her early. This is one of my most demanding clients, but also one of my absolute favorites, because she cares passionately about the quality of the work, responds on schedule, and is overall a delight -- a challenging delight at times -- to work with.” – GTS CE project manager



This session is intended to provide you with the knowledge needed to strengthen your re lationships with cl ients.



How do you normally react to diff icult or unreasonable c l ients? Do you f lee?



Or fight?



Dealing with cl ients who are being unreasonable or diff icult.

Try to understand the “bigger picture” and reasons behind their request – We deal only with the tip of the iceberg—most SMEs or marketing managers know what they are doing and have very good reasons for wanting to do it a certain way

Explain – with valid, reasonable reasons

Educate – particularly when it concerns guidelines, templates, formats, etc.

Ask well-thought-out questions to get to the bottom of the issue

Set expectations at the beginning

Provide smart or clever choices, alternatives or options – to show how we can accommodate the guidelines as well as the clients' needs

If possible, give them time to think over it.

Double-check with authoritative sources – for example, Randy Golden for brand guidance or Alex Heckert for legal



Dealing with cl ients who are being unreasonable or diff icult.

Request a meeting with a higher/more authoritative person in your team (such as a project manager or lead) to help explain why we cannot accommodate a request and reach a compromise

– Pull in leadership expertise like Tina or Jeanne

– The presence of a senior person to help you out is always a calming influence

– Experience: “I work with a mentor who is my senior partner. And she takes the full brunt of an SME attack, if any.” – GTS CE content writer

If none of the above works, try this:

– Then send them an e-mail letting them know that you’ll be happy to do as they wish but letting them know that they are deviating from the guidelines

– Request that they provide specific instructions back to you that they want you to override the guideline(s) in question.

– Make sure this document is posted to a proper public repository for future reference.



Ever had to deal with an angry c l ient on a cal l? If yes, is this how you felt?



Successfully handling angry or upset c l ients in “ l ive” situations

Don’t take it personally

Gather your thoughts. Have extreme clarity of thought and speech

Empathize with their concerns but focus on resolving the issue

Make sure that you capture their complaint or concern – say something like: "OK, I want to be sure I understand your concern" and then recite back your understanding.

Promise to take that concern forward and try to find resolution. Important to follow up here!

Try to get back to the original agenda of the call so we can accomplish what we need to there

Personal experience: “Not on a call...on chat yes...quietly read what is being typed, ask for time and analyze later....basically let the other person let off steam....”



Building an effective re lationship with your c l ients



10. Be professional at all times, in all situations. Especially with regard to process, deliverables, etc.

9. Do your homework

– Talk to colleagues who have worked with these SMEs and find out their likes/dislikes, etc.

– Read up on the offering and gain knowledge in their offering area prior to your first interaction

8. Show your interest in their area of expertise

7. Create and seize opportunities to bond

– Don't be afraid to employ a personal touch – for example, if you find out you both love dogs, or have kids the same age etc, it's fine to explore that a little

– Appreciate their help, effort, time, etc. Nothing dramatic, just small things.

6. Put yourselves in their shoes – most SMEs know what they are doing and have very good reasons for wanting to do it a certain way. This is why a two-way conversation about any issues is so important.

Building an effective re lationship with your c l ients



5. Demonstrate empathy and commitment to their goals – to let them know that you understand and appreciate their concerns and that you are on their side

4. Listen. Respond. Communicate.

3. Go that extra mile – Put in that extra effort and use your additional skills (like online research, for example) to provide that bit of additional value – it will show!

2. Service, service, service. Bend over backwards to give them what they need, within reason, even if technically it's "not your job.“

1. Most important: Deliver work of superb quality and on time. That's the best relationship builder of all.

Building an effective relationship with your c l ients



Questions?



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Partnering with clients and SMEs