Your Prefs, Client Prefs, and Deadlines

July 9th, 2008

Many times in the course of working in a service business one works upon assumptions. You may know background information on a client and can perform many tasks based on what you believe to be your clients’ preferences. These assumed preferences are based on your knowledge of the client, your history with the client, and past behavior of the client. All of these can allow you to make an informed, assumed, decision and carry out a plan, or a series of tasks.

Well recently, I was working in exactly this fashion with a long-standing client. We were looking at hitting a deadline and publishing something by a certain day and time. The assumptions kicked in and long story short something went out the door that was not ready in the clients eyes. It was grammatically and syntactically correct. However, there was content that needed updating, and we did not have access to that information late in the day. So, things were queued up and sent out the door.

The ramifications from this were not severe. However, the amount of work and “triage” needed to resolve the issue were a bit inconvenient. It would have been a wiser move to hold on until the morning.

All of this of course is from the service provider’s side of the equation. From the client side things are very different. There is a deadline to meet and if there is wiggle room it will be used if need be.

So what is the take away?

• Confirm deadlines and deliveries with clients
• If the project is not ready, or you are unsure, renegotiate the deadline if possible
• Always ask if everything is complete with the project
• Get a physical signature, or email from client confirming that content can “leave the building” (We use a sign-off form for all projects, or if time is tight we ask for an email from them that grants permission)

It is rather easy to make sure all the “T’s” are crossed and “i’s” are dotted. Try not to get caught up in the deadline shuffle.

Do you have any tried and true techniques for handling deadlines?

Let me know below.

Rushing To Deadlines

May 21st, 2008

We all feel it at one point or another. The large deadline looming over our back. Whether for a project at work or an errand at home the race is on to get something done before a deadline. The word deadline sounds ominous and can certainly produce feelings of stress and pressure.

Is there really a reason to rush to a deadline? I would say from experience, no. If there is enough lead-time, preparation, and room for negotiation there should be no sense of deadline. However, sometimes we are not so fortunate—something comes up unexpectedly that needs to be handled quickly, or a new project or task that comes up takes priority over what you are currently working on. No matter what the scenario it may create a sense of ‘stress‘ or ‘pressure.’

Feeling a ‘sense‘ of deadline and the ‘stress‘ that it may produce can cloud your judgment. If you are working on a project and the deadline is 8 a.m. Friday morning you may work late on Thursday to finalize everything. But people that need to sign off on the final version of that project may not be in until after 8 a.m. the next day—after the deadline. You may decide that the deadline is the most important thing—everything ‘looks’ correct and you have to hit the deadline. However, it would be best to renegotiate the 8 a.m. deadline with everyone on Thursday once it becomes apparent that meeting the deadline cannot happen without the proper approvals.

You should negotiate the deadline because the quality of the final work may be in question. The combination of pressure, stress, and time constraints may cause an oversight and something that is not correct could get published.
No matter the deadline situation you may find yourself in remember that it is all a matter of perception and perspective. If you speak negatively—”there is no way we can get this done”—you will convince yourself of whatever you speak. If you speak positively—”we can do this, lets ask for some help and see if we can get some more time”—you may find things to go smoother without the stress and pressure.

When looking at the deadline(s) you have you may want to consider these items:

1. Take stock of what is on your plate.
2. Can some tasks/projects be put on hold until you clear the pressing matter?
3. Is there anything you can delegate to a co-worker, assistant, or sub-contractor?
4. Renegotiate the delivery of your tasks, projects, or priorities with your superiors, or your clients. Everyone understands that things change.
5. Take one task at a time and reassess when new things come up.

Getting things done by a deadline will always be with us. The good news is meeting them done does not always have to feel like a monster hovering over you. Take a deep breath, assess the big-picture, offload and delay what you can, and get-to-work!

How do you handle deadlines?

Do you have any unique ways of handling the ‘stress‘ of the situation?

Be True To Your Clients

May 6th, 2008

I read a blog post yesterday at The Selling Sherpa that I found interesting called One Cup Of Coffee. I actually find many of The Sherpa’s posts interesting, but the story in this one is something we, as customers, have all experienced at one point in our lives.

The story is about a customer service experience commentary on what you, as a provider of a product or service, should be focused on–giving your clients and customers what they want and need. We read that good service is not being delivered, an attempt at manipulating you is. It really is as simple as that. If you are not sure what your clients want or need just ask them. You can always email them individually or conduct an online survey.

What is important here is to know that trying to ‘pull one over’ on your clients by either not listening, not asking, or employing tactics that can be construed as trickery will ultimately get you nowhere. Be true to your clients. They will pay you for it.

Giving People A Reason

April 18th, 2008

How do you get people engaged with your business, product, or service in the digital space?

The great opportunity available to everyone using the Internet to communicate their message is the chance to innovate and create. A myriad of ways exist to engage people using the Internet. Depending on what you are communicating, what your defined goals and objectives are, and what strategies you employ will determine what type of success you will encounter.

Many of these experiences are based on tried and tested techniques, and people experience them on a daily basis. For example blogs, online forums, and email newsletters have all evolved in their own ways to give people a reason to engage with your message and the value you can provide them. The best ideas and practices bubble up to the top and are continuously refined to deliver the results people are after. You only need to go and look at the blogosphere to see the endless discussion on an ever-expanding range of topics about making things better, faster, and more effective.

Why should someone care about what you have to say? Why should they engage with you? What about innovation and invention in ‘giving people a reason?’ What are the ideas and techniques that have yet to be invented? These are new paradigms that interest and engage people on a mass scale in ways never thought of before. I do run across new examples of this from time to time.

An Example, Or Two.
There are two recent examples of this type of innovation from the music world. As some of you may know the music industry and their distribution model have been brought to the Internet in a haphazard and less-than-elegant way. Had music companies been innovative and not resisted change, their fate today might be different–but we digress. Our  two examples come from the band Radiohead. The band earlier this year released their latest album “In Rainbows” first, and only, on the Internet. Other bands have done this before, but what Radiohead did was to allow people name their own price, and then download the entire album. Many people thought they were crazy to do this. Would people actually pay? Or would they just run off with a freebie? The feedback that I read reported that, on average, people paid what would be considered the price for a new CD. So, overall the experiment worked. Some people paid little or nothing, others paid a bit more and the result was proof of a new way to release an album for a major music artist. Radiohead then went to release the album on a traditional CD a few months later.

The second experiment involves remixing a song from their new album–the song is called “Nude.” This is not the first time an artist has done this on the Internet, but this time Radiohead is charging 99 cents per track to download. People then remix them to create a variety of new versions of the song. People can then upload their mixes and the public then votes on these mixes to arrive at the most popular version.  To date there are over 1600 remixes submitted to the website.

It will be interesting to see what the final results are from this second experiment. What ways can you engage your prospects, clients, fans using digital technology? What examples do you see within your industry or others that get you thinking of ways you can give people a reason to engage?