ELITE : SIX Think Tank meetings are discussed over ZOOM with our members every Friday at 9:30am.
- Agree content/define scope upfront
- Spend adequate time upfront to really understand the need/task
- Try to exceed customer expectations to ensure a long-term relationship
- Remember to check in with your clients from time to time to ensure you are meeting their needs
- Never ASSUME, because when you ASSUME, you make an ASS of U and ME
- Set realistic expectations/be honest – avoid “faking it until you make it”
- Understand your customer – what’s important or unimportant to them and communicate as such
- Communicate regularly – “no surprises”
- Agree a schedule of tasks (have a plan)
- Send out feedback forms or even feed-forward forms
- Reluctant to pay when the invoice reaches them
- Making assumption
- Poor communication
- Disagreement over what was promised vs what was delivered
- Spending time away from delivering core expectation
- Unrealistic expectations, lack of customer understanding of tasks/costs involved
- Scope creep
- Know the customer you have got, research their background.
- Staff/contractors letting you down
- Ask creative questions to expand clients brief, understand their problems, goals, aims. Listen, reflect what you have heard.
- Explain your scope, deliverables, process, program & cost. Explain your expectations of them.
- Ensure that the customer fully understands the process / product
- Create a scope document and manage changes (variations)
- Get feedback from customers
- Be responsive to genuine problems or issues
- Use case studies as illustrations
- Educate the customer in the value they are receiving for “this” and why they are not getting “that”
- Offer new clients to talk to past clients – removes some doubt and uncertainty over working together
- Monitor progress confirm milestones as reached, confirm approval & acceptance, & instruction to proceed.
- Differentiate between what you can do and what you can’t
- “Know what you know” … don’t over sell. Big risk to reputation
- Over-deliver will always lead to positive client satisfaction
- Contracts, terms of engagement
- Exceeding expectations
- Lead by example
- Document all agreements made
- Maintain good, regular communication (no surprises)
- Don’t over promise. Be realistic/honest over expectations
- Quality does not come cheap. “Pay peanuts, get monkeys”
- Maintain good client relationships to ensure open two way communication
- Cherish customer relationships … beware of “radio silence”
- Look for “win-win” outcomes. Needs to be mutual benefit
NEXT WEEKS TOPIC
- WHAT DOES IT MEAN TO SUPPORT LOCAL?
Transcribed by Otter
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