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
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