I run into situations all the time where I don’t need a “Something for Dummies” book, but I need the next level up. Â I recently spoke with a professional in the financial industry and every other word out of her mouth was a financial term. Being a lovely person I was able to ask what each one meant, but it was frustrating that I didn’t just “know”. For me – not her. Â Then I tried to do something new on the computer and the documentation is clearly written for someone who has just a little more knowledge than I do. Â Nowhere in this information does it tell you WHY you would use a portfolio or what the Testimonial function actually DOES. Â And THEN, I watched Diner, DriveIns, and Dives which I really like. Â He went to a place that had many, many ways to order […] Continue reading
Assumptions – What Are Your Customers Thinking?
Last night I attended a dinner event and left the house at about 6:45. Â Until then, I was at my desk. Â A client called at 7:30 and when he didn’t reach me, waited about an hour and then called my cell. Â When I answered, his first question was, “are you on vacation?”. Â Obviously this is an extreme example and I did question his assumption immediately (which he recognized was silly). Â But, the point is, when something happens that is out of the norm, what assumptions are your customers making? With this particular client, it is extremely rare for him to call and not get me. Â Or if I can’t answer right then, he hears back pretty quickly. Â So when he didn’t get me and he needed help, he immediately went to thinking I wasn’t available. Â And actually, this example isn’t as far out as it […] Continue reading
Client Expectations – Have a Laugh Too
This video by RockPaperInk gives you a fun take on the client relationship and what can sometimes happen in the vendor relationship. Go ahead and watch it – it is short – I can wait. Â Wasn’t that hilarious? Â It was sent to me by a friend. We’ve been sharing tales like this recently as we each have a client playing these kinds of games. So how do you prevent it? Obviously, setting expectations up front is key. Â Everyone should understand, in writing, what is going to happen. Â But as the videos show, clients often know the rules and yet try to change the game after the fact. Â I think the restaurant is the best example. Â The prices were stated on the menu, the couple ate and enjoyed what they ordered, but now want to negotiate down the price. Â At the end, they finally agree to […] Continue reading
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