1. Managing Customer Expectations PATCA, June 9 2016

2. Managing Customer Expectations Your Panelists

3. Managing Customer Expectations Your Panelists Mr. Walt Maclay is President and founder of Voler Systems, one of the top electronic design firms in Silicon Valley. He has been President of the Professional and Technical Consultants Association (PATCA). He is a senior life member of the Institute of Electrical and Electronic Engineers (IEEE) and a member of the Consultants Network of Silicon Valley. He has been an instructor at Foothill College in the Product Realization Certificate Program, teaching successful new product introduction skills. He has mentored startups at Techstars and Cleantech Open. He is a reviewer for NSF SBIR grants. He has advised dozens of startup companies on technical and funding issues. Mr. Maclay holds a BSEE degree in Electrical Engineering from Syracuse University.

4. Managing Customer Expectations Your Panelists Christopher Edington, Strategic and Analytic Consulting Chris has over 20 years experience across finance, defense and technology industries performing troubleshooting and strategic consulting in the areas of product development, process improvement and analytics. He combines an amazing ability to find critical issues and offer practical and creative solutions. Sample engagements include: Designed models to ensure a disciplined approach to align product portfolios to strategic objectives and business goals. Directed quantitative analysis of consumer behavior for strategic planning and market positioning – leading to a multi-million dollar business for his client. Improved performance of programs and projects used to implement business strategy and organizational change which achieved planned benefits from these investments. Increased efficiency of service delivery to align operations with business objectives.

5. Managing Customer Expectations Your Moderator Paul Scott, Matrix Information Service I solve business problems through writing and research. I am an experienced chemist, so I offer special expertise to customers in the biomed, pharma, and tech industries. With 15 years of experience in technical writing, I go far beyond the basics of technical documentation to help my clients analyze, standardize, and optimize their processes.

6. Managing Customer Expectations Set the customer's expectations at the beginning

7. Managing Customer Expectations Set the customer's expectations at the beginning  Negotiate the scope of the project.

8. Managing Customer Expectations Set the customer's expectations at the beginning  Negotiate the scope of the project  Understand the customer’s needs: What questions should you ask?

9. Managing Customer Expectations Set the customer's expectations at the beginning  Negotiate the scope of the project  Understand the customer’s needs: What questions should you ask?  Explain what outcome you will provide.

10. Managing Customer Expectations Set the customer's expectations at the beginning  Negotiate the scope of the project  Understand the customer’s needs: What questions should you ask?  Explain what outcome you will provide.  Email? Phone? Face to Face?

11. Managing Customer Expectations Set the customer's expectations at the beginning  Negotiate the scope of the project  Understand the customer’s needs: What questions should you ask?  Explain what outcome you will provide.  Email? Phone? Face to Face?  Negotiate Deadline and Price

12. Managing Customer Expectations Set the customer's expectations at the beginning  Negotiate the scope of the project  Understand the customer’s needs: What questions should you ask?  Explain what outcome you will provide.  Email? Phone? Face to Face?  Negotiate Deadline and Price  Not to Exceed? Fixed price? Open hourly? Which is best for each project?

13. Managing Customer Expectations Set the customer's expectations at the beginning  Negotiate the scope of the project  Understand the customer’s needs: What questions should you ask?  Explain what outcome you will provide.  Email? Phone? Face to Face?  Negotiate Deadline and Price  Not to Exceed? Fixed price? Open hourly? Which is best for each project?  Rush work: How does deadline affect price?

14. Managing Customer Expectations Set the customer's expectations at the beginning  Negotiate the scope of the project  Understand the customer’s needs: What questions should you ask?  Explain what outcome you will provide.  Email? Phone? Face to Face?  Negotiate Deadline and Price  Not to Exceed? Fixed price? Open hourly? Which is best for each project?  Rush work: How does deadline affect price?  Get it in writing? Contract? Email agreement?

15. Managing Customer Expectations Avoid scope creep

16. Managing Customer Expectations  Avoid scope creep  Customer-driven

17. Managing Customer Expectations  Avoid scope creep  Customer-driven  Project-driven

18. Managing Customer Expectations  Avoid scope creep  Customer-driven  Project-driven  Panelists: What do you mean by scope creep?

19. Managing Customer Expectations  Avoid scope creep  Customer-driven  Project-driven  Panelists: What do you mean by scope creep?  What are the warning signs?

20. Managing Customer Expectations  Avoid scope creep  Customer-driven  Project-driven  Panelists: What do you mean by scope creep?  What are the warning signs?  What are the best tricks for avoiding it without making the client unhappy?

21. Managing Customer Expectations Decide when to allow some creep and when to push back

22. Managing Customer Expectations  Decide when to allow some creep and when to push back  At what point do you renegotiate?

23. Managing Customer Expectations  Decide when to allow some creep and when to push back  At what point do you renegotiate?  At what point do you put your foot down, and how?

24. Managing Customer Expectations Keep clients informed

25. Managing Customer Expectations  Keep clients informed  What sorts of reporting do you use? How often?

26. Managing Customer Expectations  Keep clients informed  What sorts of reporting do you use? How often?  When do you suspect that you might miss a deadline or go over budget?

27. Managing Customer Expectations  Keep clients informed  What sorts of reporting do you use? How often?  When do you suspect that you might miss a deadline or go over budget?  What are the best ways to tell a client this?

28. Managing Customer Expectations Q & A?

29. Managing Customer Expectations Chris Edington: Christopher.Edington@gmail.comChristopher.Edington@gmail.com Linkedin.com/In/cedington 925-272-8374 Walt Maclay: Walt@volersystems.com 408-245-9844 x 101 Paul Scott: paul@matrixinfoservice.compaul@matrixinfoservice.com 650-400-5667

30. Managing Customer Expectations Thanks to Chris & Walt (And Jerry, and Carl, and PATCA)