Happy Clients, Happy Life! with Lanny Geffen Presented on September 18 2014 at FITC's Web Unleashed Toronto 2014 More info at www.fitc.ca Some say they have the perfect job… if it wasn’t for the clients! Projects full of promise, spiral into a nightmare of scope creep, crazy deadlines and missed expectations – woah! It’s time to get along. This talk is about tools, strategies, stories and morale-building encouragement that will give you the tools to cope with scope, deal with delays, build to budget and thrive in a world where clients matter. OBJECTIVE Provide tools and insights that will last your entire career, helping you build fruitful relationships with clients and keep your sanity too. TARGET AUDIENCE Just about anyone who works with clients in any role (and everyone does in one way or another). FIVE THINGS YOU’LL LEARN How to manage expectations with client Techniques to address common project problems Best practices for your team How to maintain a good relationship and recurring revenue How to prevent problems in the first place

1. HAPPY CLIENTS
HAPPY LIFE
LANNY GEFFEN
A

2. CLIENTS ARE TOUGH
@lgeffen

3. NO EASY FIXES

4. DON’T LOSE
YOUR SHIRT

5. YOU

6. CLARITY

7. PROMISES

8. !
SETTING TARGETS

9. ✓ LEARN THEIR BUSINESS
✓ DEFINE THEIR GOALS AND BARRIERS
✓ SYNTHESIZE WHAT YOU’VE LEARNED

10. EXPECTATIONS

11. NOT GONNA
HAPPEN

12. SCOTTY KNOWS
CLIENT MANAGEMENT

13. SCOPE CREEP

14. TIME = MONEY

15. BEFORE
!
AFTER

16. PRESENT
YOUR WORK

17. DO YOU LIKE IT?

18. @#$%&!

19. ✓ RECAP GOALS AND BARRIERS
✓ SHOW THE RATIONALE
✓ DOES IT VALIDATE

21. FOLLOW THROUGH

22. TAKE AWAYS:
✓ SET TARGETS
✓ MANAGE EXPECTATIONS
✓ REMEMBER: TIME = MONEY
✓ SHAPE YOUR FEEDBACK
✓ FOLLOW THROUGH

24. Thanks to:
Kurt Krumme
@burtbrumme
!
Mattel, Hasbro, George Lucas,
Charlie Brown, and the Muppets.

25. QUESTIONS?
Follow me: @lgeffen
lanny@onemethod.com
We’re hiring