diff --git a/categories/client-engagement/rules-to-better-account-management.md b/categories/client-engagement/rules-to-better-account-management.md index ec768ce953c..2f1a1082e54 100644 --- a/categories/client-engagement/rules-to-better-account-management.md +++ b/categories/client-engagement/rules-to-better-account-management.md @@ -14,7 +14,7 @@ index: - framing-avoid-negative-terms - meeting-bookings - reward-your-developers - - do-you-review-your-team-are-giving-client-love-to-your-customer-every-friday + - encourage-client-love - do-you-know-who-are-the-most-appropriate-resources-for-a-project - make-sure-devs-are-comfortable-with-their-assignments - perform-client-follow-ups @@ -22,7 +22,6 @@ index: - do-you-realize-the-value-of-your-existing-clients - know-the-non-scrum-roles - do-you-nurture-the-marriage-aka-keeping-customers-with-software-reviews - - do-you-review-your-team-are-giving-client-love-to-your-customer-every-friday - do-you-manage-requests-for-event-refunds-effectively - who-dont-use-full-scrum-should-have-a-mini-review - cloud-architect diff --git a/categories/client-engagement/rules-to-better-sales.md b/categories/client-engagement/rules-to-better-sales.md index 29921d86021..b34bb8cc54d 100644 --- a/categories/client-engagement/rules-to-better-sales.md +++ b/categories/client-engagement/rules-to-better-sales.md @@ -14,7 +14,7 @@ index: - meetings-are-you-prepared-for-the-initial-meeting - meetings-do-you-know-the-agenda-for-the-initial-meeting - meetings-do-you-have-a-debrief-after-an-initial-meeting - - do-you-send-some-client-love-a-few-days-after-the-initial-meeting + - client-love-after-initial-meeting - do-you-incentivize-a-quick-spec-review-sale - follow-up-to-confirm-spec-review - connect-client-im diff --git a/categories/client-engagement/rules-to-better-software-consultants-dealing-with-clients.md b/categories/client-engagement/rules-to-better-software-consultants-dealing-with-clients.md index 175c9f3fd33..b950764b62d 100644 --- a/categories/client-engagement/rules-to-better-software-consultants-dealing-with-clients.md +++ b/categories/client-engagement/rules-to-better-software-consultants-dealing-with-clients.md @@ -52,7 +52,7 @@ index: - for-the-record - do-you-know-how-to-handover-a-sales-enquiry-to-a-sales-person - do-you-not-interrupt-people-when-they-are-in-the-zone -- do-you-build-the-client-relationship-by-completing-client-love-each-week-aka-customer-love +- weekly-client-love - use-browser-profiles - cc-the-client-whenever-possible - use-backchannels-effectively diff --git a/rules/client-love-after-initial-meeting/rule.md b/rules/client-love-after-initial-meeting/rule.md new file mode 100644 index 00000000000..6a6f605e02f --- /dev/null +++ b/rules/client-love-after-initial-meeting/rule.md @@ -0,0 +1,66 @@ +--- +type: rule +title: Do you send some "Client Love" a few days after the Initial Meeting? +uri: client-love-after-initial-meeting +authors: + - title: Ulysses Maclaren + url: https://ssw.com.au/people/ulysses-maclaren +related: + - weekly-client-love + - encourage-client-love +redirects: + - do-you-send-some-client-love-a-few-days-after-the-initial-meeting +created: 2023-11-01T17:05:47.000Z +archivedreason: null +guid: ee39b821-1d4f-47aa-86c7-61d7b3963346 +--- + +You've recently had an engaging initial meeting with a prospective client. While you have plans to follow up for a potential sale, you recognize the importance of keeping the relationship warm and showing genuine interest in their project in the interim. + + + +### Why is this important? + +* **Builds Relationship** - Sending something educational and relevant to the client's project shows that you're invested in their success +* **Stands Out** - It differentiates you from competitors who may not take this extra step +* **Encourages Engagement** - It keeps the conversation going and makes it more likely for the client to think of you when they're ready to proceed + +### How to implement + +1. Set a reminder + + Right after the initial meeting, set a reminder for yourself to send a follow-up email in 3 days. You can use various tools for this, but one effective method is to email `3days@followupthen.com`. + + ::: greybox + Forward the “post initial meeting” email to <3days@followupthen.com> + + To Myself, + + 1. Send this: {{ RELEVANT LINK }} + ::: + + ::: good + Figure: Good example - Setting a reminder ensures you won't forget this crucial step. + ::: + +3. Find relevant material + + Look for rules, articles, whitepapers, or videos that are directly related to what the client is working on or interested in. Make sure the material is educational and offers value. + +4. Send the email + + Compose an email that includes the educational material you've found. Make it personal and relevant to the discussion you had during the initial meeting. + + ::: greybox + Hi {{ CLIENT'S NAME }}, + + Our recent conversation about {{ TOPIC }} got me thinking. I found this {{ ARTICLE/VIDEO/WHITEPAPER/RULE }} that you might find useful. + + Speak soon. + ::: + + ::: good + Figure: Good example - Sending a personalized email with valuable content shows you're proactive and invested in the client's success. + ::: + +Sending some "client love" a few days after the initial meeting is a small but impactful way to build a strong relationship with potential clients. It shows you care, keeps you top-of-mind, and most importantly, adds value to the client's project. diff --git a/rules/do-you-build-the-client-relationship-by-completing-client-love-each-week-aka-customer-love/rule.md b/rules/do-you-build-the-client-relationship-by-completing-client-love-each-week-aka-customer-love/rule.md deleted file mode 100644 index 940dbf1f95e..00000000000 --- a/rules/do-you-build-the-client-relationship-by-completing-client-love-each-week-aka-customer-love/rule.md +++ /dev/null @@ -1,38 +0,0 @@ ---- -type: rule -archivedreason: -title: Do you build the client relationship by completing "Client Love" each week? (aka Customer Love) -guid: 00f4a48f-07be-4fbc-bc3c-db91e695b45b -uri: do-you-build-the-client-relationship-by-completing-client-love-each-week-aka-customer-love -created: 2010-07-16T06:45:19.0000000Z -authors: [] -related: [] -redirects: -- do-you-build-the-client-relationship-by-completing-＂client-love＂-each-week-(aka-customer-love) -- do-you-build-the-client-relationship-by-completing-client-love-each-week-(aka-customer-love) - ---- - -Being a good developer is not enough. There are multiple factors that can affect whether a project proceeds in a positive or a negative way. One factor that can have a significant impact on a project is the relationship between the developer and the client. - - -A great way of taking a small step each week is to do something on a more personal basis for the client. - -Each week give some love to your client. "Client Love", as I have seen, varies a lot. Here are some things I have seen: - -* The developer notices that the topic of the upcoming SSW Tech Breakfast is appropriate and rings the client to offer them a free ticket. -* The developer sends an IM saying... "I was just thinking about your project and I think this might be a good idea?" -* The developer sends an IM with a link to a web article that would interest them. -* The developer buys the client their favourite coffee. -* The developer talks and listens to the client about non work related things. People generally love talking about themselves and appreciate it when someone listens; most people don't take the time to listen. Here are some examples I have seen: - * How was your weekend? - * What are you doing this weekend? - * General talking about their family / remembering the names of their family members. - * General talking about their hobbies. -The tasks don't have to cost anything. Free tasks are more thoughtful and show the client you are thinking about them. - -Tasks should be completed whilst on client work. Once client work is completed, the developer should move onto the [Post Client Work](/rules-to-better-software-consultants-dealing-with-clients) rule. - -Extra Reading: For some, the above comes naturally. For the rest of us, we highly recommend the book "How to Win Friends and Influence People" written by Dale Carnegie. It is an easy read, the principles are easy to implement and will not only change your client relationships but enhance all the relationships in your life for the better. -![](LoveClientsImage.jpg) -See [Rules to Successful Sales Account Management](/do-you-review-your-team-are-giving-＂client-love＂-to-your-customer-every-friday) diff --git a/rules/do-you-review-your-team-are-giving-client-love-to-your-customer-every-friday/rule.md b/rules/do-you-review-your-team-are-giving-client-love-to-your-customer-every-friday/rule.md deleted file mode 100644 index 2408697c96b..00000000000 --- a/rules/do-you-review-your-team-are-giving-client-love-to-your-customer-every-friday/rule.md +++ /dev/null @@ -1,26 +0,0 @@ ---- -type: rule -archivedreason: -title: Do you review your team are giving "Client Love" to your customer every Friday? -guid: c96d034b-abfc-46bc-bcb1-dd11acfd0200 -uri: do-you-review-your-team-are-giving-client-love-to-your-customer-every-friday -created: 2012-08-30T13:04:15.0000000Z -authors: - - title: Adam Cogan - url: https://ssw.com.au/people/adam-cogan -related: [] -redirects: - - do-you-review-your-team-are-giving-＂client-love＂-to-your-customer-every-friday ---- - -Developers should carry out "Client Love" every week. - -There are a few ways to achieve this... - - - -1. From an overall team perspective, you can check in with the Scrum Master about how the Scrum Retrospective meetings are going. You can see an overview in the [Review/Retro email](/sprint-review-retro-email). -2. From an individual developer perspective, you can check their time sheets on Friday to look for extra initiative shown. - -See [Rules -To Being Software Consultants Dealing With Clients](/do-you-build-the-client-relationship-by-completing-＂client-love＂-each-week-%28aka-customer-love%29). diff --git a/rules/do-you-send-some-client-love-a-few-days-after-the-initial-meeting/rule.md b/rules/do-you-send-some-client-love-a-few-days-after-the-initial-meeting/rule.md deleted file mode 100644 index 0227a6bdf42..00000000000 --- a/rules/do-you-send-some-client-love-a-few-days-after-the-initial-meeting/rule.md +++ /dev/null @@ -1,64 +0,0 @@ ---- -type: rule -title: Do You Send Some "Client Love" a Few Days After the Initial Meeting? -uri: do-you-send-some-client-love-a-few-days-after-the-initial-meeting -authors: - - title: Ulysses Maclaren - url: https://ssw.com.au/people/ulysses-maclaren -related: [] -redirects: [] -created: 2023-11-01T17:05:47.000Z -archivedreason: null -guid: ee39b821-1d4f-47aa-86c7-61d7b3963346 ---- - -You've recently had an engaging initial meeting with a prospective client. While you have plans to follow up for a potential sale, you recognize the importance of keeping the relationship warm and showing genuine interest in their project in the interim. - - - -## Why Is This Important? - -- **Builds Relationship**: Sending something educational and relevant to the client's project shows that you're invested in their success. -- **Stands Out**: It differentiates you from competitors who may not take this extra step. -- **Encourages Engagement**: It keeps the conversation going and makes it more likely for the client to think of you when they're ready to proceed. - -## How to Implement - -### Set a Reminder - -Right after the initial meeting, set a reminder for yourself to send a follow-up email in three days. You can use various tools for this, but one effective method is to email `3days@followupthen.com`. - -::: greybox -Forward the “post initial meeting” email to 3days@followupthen.com - -To Myself, - -1. Send this: {{ RELEVANT LINK }} -::: - -::: good Figure: Good Example -Setting a reminder ensures you won't forget this crucial step. -::: - -### Find Relevant Material - -Look for rules, articles, whitepapers, or videos that are directly related to what the client is working on or interested in. Make sure the material is educational and offers value. - -### Send the Email - -Compose an email that includes the educational material you've found. Make it personal and relevant to the discussion you had during the initial meeting. - -::: greybox -Hi {{ CLIENT'S NAME }}, - -Our recent conversation about {{ TOPIC }} got me thinking. I found this {{ ARTICLE/VIDEO/WHITEPAPER/RULE }} that you might find useful. - -Speak soon. -::: - -::: good Figure: Good Example - -Sending a personalized email with valuable content shows you're proactive and invested in the client's success. -::: - -Sending some "client love" a few days after the initial meeting is a small but impactful way to build a strong relationship with potential clients. It shows you care, keeps you top-of-mind, and most importantly, adds value to the client's project. diff --git a/rules/encourage-client-love/rule.md b/rules/encourage-client-love/rule.md new file mode 100644 index 00000000000..fd980425d29 --- /dev/null +++ b/rules/encourage-client-love/rule.md @@ -0,0 +1,26 @@ +--- +type: rule +archivedreason: +title: Do you encourage your team to do weekly "Client Love"? +guid: c96d034b-abfc-46bc-bcb1-dd11acfd0200 +uri: encourage-client-love +created: 2012-08-30T13:04:15.0000000Z +authors: + - title: Adam Cogan + url: https://ssw.com.au/people/adam-cogan +related: + - weekly-client-love + - client-love-after-initial-meeting +redirects: + - do-you-review-your-team-are-giving-＂client-love＂-to-your-customer-every-friday + - encourage-client-love +--- + +Developers should carry out ["Client Love"](/weekly-client-love) every week. It's important that the account managers encourage this. + + + +1. From an individual developer perspective, you can check their timesheets on Friday to look for extra initiative shown +2. Ask your team to send you an email whenever they show the client some love, so you can track it + + diff --git a/rules/do-you-build-the-client-relationship-by-completing-client-love-each-week-aka-customer-love/LoveClientsImage.jpg b/rules/weekly-client-love/LoveClientsImage.jpg similarity index 100% rename from rules/do-you-build-the-client-relationship-by-completing-client-love-each-week-aka-customer-love/LoveClientsImage.jpg rename to rules/weekly-client-love/LoveClientsImage.jpg diff --git a/rules/weekly-client-love/rule.md b/rules/weekly-client-love/rule.md new file mode 100644 index 00000000000..eda31b8f7e2 --- /dev/null +++ b/rules/weekly-client-love/rule.md @@ -0,0 +1,50 @@ +--- +type: rule +archivedreason: +title: Do you build the client relationship by completing "Client Love" each week? (aka "Customer Love") +guid: 00f4a48f-07be-4fbc-bc3c-db91e695b45b +uri: weekly-client-love +created: 2010-07-16T06:45:19.0000000Z +authors: + - title: Adam Cogan + url: https://www.ssw.com.au/people/adam-cogan +related: + - encourage-client-love + - client-love-after-initial-meeting +redirects: +- do-you-build-the-client-relationship-by-completing-＂client-love＂-each-week-(aka-customer-love) +- do-you-build-the-client-relationship-by-completing-client-love-each-week-(aka-customer-love) +- do-you-build-the-client-relationship-by-completing-client-love-each-week-aka-customer-love + +--- + +Being a good coder is not enough. There are multiple factors that can affect whether a project proceeds in a positive or a negative way. One factor that can have a significant impact on a project is the relationship between the developer and the client. This relationship is also important as it can help bring clients back for more work. + + + +A great way of taking a small step each week is to do something on a more personal basis for the client. + +![](LoveClientsImage.jpg) + +Each week give some love your current client, or a past one. "Client Love" varies a lot. Here are some things a developer can do: + +* Send an IM saying..._"I was just thinking about your project and I think this might be a good idea? {{ IDEA }}"_ +* Call the client and invite them to User Groups where the topic is related to their project +* Send an IM with a link to a web article that would interest them +* Buy the client their favorite coffee +* Send them a "Happy birthday" message +* Talks and listen about non-work related things. People generally love talking about themselves and appreciate it when someone listens; most people don't take the time to listen. Here are some examples: + * How was your weekend? + * What are you doing this weekend? + * General talking about their family / remembering the names of their family members + * General talking about their hobbies + +The tasks don't have to cost anything. Free tasks are more thoughtful and show the client you are thinking about them. + +Some of these are also relevant to previous clients. Great consultants try to maintain a friendly relationship with previous clients, this will keep you in the back of the clients mind, and they will think of you next time they need some work done. + +::: greybox +**Extra Reading:** For some, the above comes naturally. For everyone else, we highly recommend the book [How to Win Friends and Influence People](https://www.amazon.au/How-Win-Friends-Influence-People/dp/0671027034) written by Dale Carnegie. It is an easy read, the principles are easy to implement and will enhance all the relationships in your life. +::: + +Account managers need to [make sure their developers are giving "Client Love" to customers](/weekly-client-love).