A Live After Action Review with Susan Fennema – 057

Susan Fennema is the project manager at MightyData. We have worked together for over five years. This episode is a glimpse into the internal conversations we have to continuously improve service for our customers.

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Creating a Quick Win

• What is the value of offering a “quick win” to the customer?
  • The biggest value is a quick turn-around.
  • We can learn faster to solve the customer's needs faster.
  • Going deep, but only for the first phase, prevents overwhelming the customer and the provider.
  • Moving the project forward on the first call speeds up the process.
  • It helps the customer get to know you, you get to know the customer and decide if you want to work together.
  • It has to be an impulse buy for the customer.
  • What the customer learns through the process is often more valuable than what we learn.

• What does it mean to help the customer “help himself”?
  • An in-depth questionnaire was created for the customer.
  • The answers the customer provided made it obvious that they had to dig deeper.
  • The insights that the customer can provide are significant.
  • We have received push-back from customers but were able to redirect them to answer the questions for their specific situation.
  • The insight that the customer gains is valuable whether or not they proceed to development.
  • It is really discovery for the customer rather than for us.
  • In teaching it to us, they are learning more about themselves.
  • Blair Enns talks about diagnosing before you prescribe, and this process makes it easier.
  • One questionnaire came back with “n/a” as the answer in many places, but we believe the wrong person answered the questions.
  • We redirected it to the Project Champion to complete the questionnaire.
  • There was initial fear to kick back the questions.
  • If they refuse to answer the questions, it tells us that they are not a fit.
  • Have the courage to tell the customer they need to do it, and explain the value to complete it.
  • The idea of a “pricing council” can be applied to other things, especially communication.

Handling a Scoping Mistake

• How can you create value in a rush situation?
  • The value of turning something around quickly is almost priceless, but a challenge for the consultant.
  • We submitted a change request and were paid in 1.5 days.
  • This project was likely underpriced – the urgency of requiring after hours work was not considered.
  • FedEx teaches that there is value in the quick turnaround, in addition to what you are developing.
  • Fixing and tweaking took longer than expected.
  • We stuck to the spirit of the agreement.
  • Adrenaline can affect your decision-making in rush situations – you can underscope or underprice.
  • See rush opportunities as opportunities, not as an aggravation.
  • Do not let adrenaline affect your pricing!

• Why is a scoping mistake really a pricing mistake?
  • If you give the customer more flexibility and a higher price, you can make up for minor scope creep.
  • You can be honest with your customer when you underscope (when you need more time).
  • The customer offered to pay more for the project, but we chose to stick by our agreement.
  • Sometimes you make a lot of money from a project, but other times you mess up.
  • Do not let the fear of making a mistake keep you from taking the first step.
  • Taking the risk from the customer reinforces the idea that you have their back.
  • Great customers can have a wide variety of personalities.
  • Follow the same process for all customers, regardless of personality type.
  • You can learn about personality types through the DISC Assessment.

• How did online project documentation save our bacon?
  • The customer's question: “Did you finish the scope from a previous change request?”
  • You have to communicate well and not react.
  • Researching the history in Basecamp, we were able to provide the information of what had been done and when.
  • We learned how to write a better, clearer change request to prevent confusion.
  • The process is followed religiously.
  • Exporting the history of the project for a customer provides them with a way to move forward.
  • We can hand value to a customer when and if they depart from us.
  • You can price that value if it is done upfront.

The Value of Non-Disclosure

• Why and when should you sign an NDA with a customer?
  • Carrie Dils and Kirk debated this on a previous episode.
  • Ideas without execution are not worth anything.
  • Usually, people want to protect their idea with an NDA.
  • Executing an NDA before starting a project is like signing a prenup before you go on a first date.
  • Customers think that by signing an NDA upfront, it means that we now trust each other. In reality, it means the exact opposite.
  • The offer, acceptance and an exchange of value are required for a valid contract.
  • NDAs should be mutual.
  • A one-page document that says we are going to exchange information and will not share it with others should suffice.
  • If you want to run the NDA by your lawyer, we are probably not a good fit.
  • Buying a house, buying a car, leasing an apartment – the contracts are very similar.
  • Non-compete and non-solicitation of employees are reasonable before you enter into a paid engagement.
  • We are constantly adapting and changing, using our process as a guideline.
  • When something changes, you make room for growth by modifying the process.
  • Educating your customer on your process is an important part of the sales cycle, so they know you have done “this” before.

• What is the value of a repeat customer?
  • They are invaluable.
  • The trust and honesty they bring creates a strong relationship.
  • Logical, straightforward, friendly and nice – how do you put a price on that?
  • There is more revenue from a repeat customer, but the quality of the relationship is the most important.
  • There are customers that are intolerable, and they are not worth the money.
  • We lost a repeat customer over an NDA.
  • Do not let fear lead you to avoid communicating about an issue.

• What is the topic of your session at the Find Your Moose conference?
  • Susan is speaking on the topic: Making Things Happen: Managing Yourself to Success. She will also be on a panel discussion about project management.

About Susan Fennema

• Website: MightyData.com
• Blog: MightyData.com/blog
• Twitter: @susanfennema