Managing Client Expectations Presented to the Association of Information Technology Professionals April 2001 Michael Lisagor Copyright 2006 Celerity Works.

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Presentation transcript:

Managing Client Expectations Presented to the Association of Information Technology Professionals April 2001 Michael Lisagor Copyright 2006 Celerity Works See the Business Development Guide to Selling to the GovernmentBusiness Development Guide to Selling to the Government For much more detailed guidance on managing client satisfaction.

Helping executives accelerate government business growth 2 The human brain starts working the moment you are born and never stops until you stand up to speak in public. - Sir George Jessen

Helping executives accelerate government business growth 3 What is a Successful Project? Every one person I have known who is truly happy, has learned to serve others. - Albert Schweitzer

Helping executives accelerate government business growth 4 Who are your Real Stakeholders?

Helping executives accelerate government business growth 5 I always wanted to be somebody, but I should have been more specific. - Lily Tomlin Set Expectations

Helping executives accelerate government business growth 6 If I were two- faced, would I be wearing this one? - Abraham Lincoln

Helping executives accelerate government business growth 7 Be Careful What You Promise All that for a $1.99! What a great vendor! I don’t know the key to success. But, the key to failure is trying to please everybody. - Bill Cosby

Helping executives accelerate government business growth 8 Don’t let your contract scope creep... Wisdom consists of knowing when to avoid perfection. - Horowitz

Helping executives accelerate government business growth 9 Listen (and hear!)Listen and really hear!

Helping executives accelerate government business growth 10 Avoid surprising your clients!

Helping executives accelerate government business growth 11 Get Out of Trouble... If stupidity got us into this mess, then why can’t it get us out? - Will Rogers Here is my “new and improved” plan!

Helping executives accelerate government business growth 12 Play Nice Snowflakes are one of nature's most fragile things, but just look at what they can do when they stick together. –Vesta Kelly

Helping executives accelerate government business growth 13 The Next Sale... We do not remember days, we remember moments. - Cesare Pareso