Quirky client communication A Framework for Effective Communication WordCamp Denver June 14, 2015

Pay Attention to language issues

Don’t ignore the psychological shift that happens when you move from discovery to execution

Quirky Client Communication | Wordcamp Denver | June 14, 2015 EngagementTransitionExecutionClosing

Quirky Client Communication | Wordcamp Denver | June 14, 2015 Start from a place of compassion Pay attention to language issues Use referrals to manage future expectations Identify roles and involvement over time Every change after discovery costs $ Every phone call uses budget Test clients for technical skills Tell them how you want you want assets and feedback delivered Clearly lay out payment and contract structure Timelines and creative penalties Deliverables checklist – get a sign off and save a blank copy for the closing stage Engagement Educate Your Clients About the process

Quirky Client Communication | Wordcamp Denver | June 14, 2015 If you do step one correctly, this is easy…. Ok, we’re moving into execution now. Transition

Quirky Client Communication | Wordcamp Denver | June 14, 2015 Where we get stuff done Pre-Release: If you do stage one and stage two correctly, this is also easy…or at least you will get paid for it. Keep them busy Execution

Quirky Client Communication | Wordcamp Denver | June 14, 2015

Staging Release Show don’t tell Batch ala Tim Ferris for efficiency Train them on how to report issues URLs Steps to Replicate Browser and Device info Were you logged in? Help them learn to get to the point Get it in writing Execution

Quirky Client Communication | Wordcamp Denver | June 14, 2015 Projects don’t end in a vacuum Check list Testimonial Improve your process – Keep it DRY Closing

Thank you! For more info or to voice your thoughts: me: Slide Deck: RollerbladeApp.com/wcdenver WCDenver: Visit me at the Rollerblade table (we’re here until 2 p.m. today)