Hiring Manager Expectations Setting And Building Relationships
How to manager customer relationships and expectations to get paid on time
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Transcript of How to manager customer relationships and expectations to get paid on time
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web design | development | marketing | strategy inQbation University
Best Practices: Web
Lesson: Where does money come
from?
By Blake Newman
CEO, inQbationIntegrated digital marketing agency
Washington DC
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Show me the moneyContrary to popular belief…
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Show me the money
Money does not grow on trees
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Show me the moneyThere is no Bank of Blake
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Value = Happy Clients
Money comes from happy clients who feel they received good value
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Time is money
Everything starts with how you track time…
because time is money, and…
you cannot manage what you do not measure
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The money cycleTrack time accurately
Work efficiently
Invoice accurately
Clients pay on time
Get paid
Estimate better
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How not to get paid• Don’t pay attention to detail• Don’t follow directions• Don’t stick to the task order or scope of work• Don’t catch mistakes before showing to client• Don’t record time properly• Don’t deliver good value to client• Spend too much time, dwelling on task• Gold-plate the task, over-engineer solution
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Invoice Shock
Higher than
expected invoice
Shock and
disbelief
Dispute invoice
Refuse to pay
Demand discount
Honeymoon is over
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Clients don’t pay if• They are shocked at the invoice• Actual work grossly exceeds estimate• Work is not inline with task order• Cost seems excessive for the task• There are mistakes in the invoice• There are mistakes in the work• They catch mistakes before us• We seem to have misunderstood the task
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Clients don’t like …Typically, clients don’t like to pay for:• Learning on the job• Research• Diagnostics and estimation• Mistakes• Fixing mistakes• Things outside scope of work• Misunderstandings
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How to get paid
Analyze
Understand
Plan
Execute
Record
Report
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How to get paid
Analyze
Understand
Plan
Execute
Record
Report
Don’t research …
analyze!
Pay attention to detail and
scope
Engineer efficient and
cost-effective solution
Work with sense of purpose
Record time accurately
and completely
Keep client informed, use proper labels and
descriptions
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Keeping clients happy• Provide accurate estimates• Manage expectations• Keep clients informed of burn rate• Log time accurately• Use acceptable labels when recording time• Speak in plain (non-technical) language• Don’t over engineer the solution• Practice quality assurance, be competent
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Happy clients pay• Estimate accurately• Work efficiently• Record time• Manage expectations• Be transparent• Satisfy expectations• Deliver good value… then clients will pay
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BizPulse can helpThe reason we built BizPulse.com in the first place was to become more transparent with our clients, manage expectations, and avoid invoice shock. If you are having problems managing expectations, we invite you to try BizPulse.com.