October 1, 2008 at 01:55A good customer is ...
He does not ache and knows what he wants. I am ready to work, and not individually, but with my entire team. He is always ready to meet and honestly pays for work, not trying to save on everything.
Do you think these do not exist? You just don’t know how to cook them;)
And I was lucky - now I am working with just such a person.
I have long thought that it is necessary to work with the customer in this way; but he showed me how this is implemented in practice. Eugene, if you read this (which I doubt), then thanks;)
Of course, the situation is taken for the printing industry and is a bit idealized (I was lucky), but the approach can and should be projected onto any orders. Later I will dwell in more detail on certain points, if it turns out to be necessary for someone. In the meantime - in general! :).
So, step 1: Preliminary agreement. The fact that there is such and such a job should be done approximately this or that. Preliminarily pretends how much it can cost, and we make an appointment.
Step 2: Wow, what are the bugs. At the meeting, the customer transfers all the materials for work and explains what exactly he needs - vividly and with examples. Somewhere here, representing the volume (it seems the Internet eats my literacy) of work, we get a price.
Step 3: Prepare the template. We sit at home and collect pages, trying to reproduce what the customer wants. As a rule, we do not succeed in this, so go to step 4 having draft material that can be moved, adjusted, repainted, etc. If you are able to make up this blank in 10-15 minutes -it is betterYou can do this directly "without leaving the cash desk", so as not to meet with the client once again and save a lot of time and effort for both of you. Then steps 2-4 are remarkably combined into one :) (UPD) On the other hand, not every customer, noting such quickness to himself, will be able to adequately evaluate the efforts you made. For the work done in 10 minutes I don’t feel like giving a lot of money :)
Step 4: Looks. The client sees what you brought to him and, as a rule, this is not quite what he had in mind. But now, having all the material at hand, you can move and poke right on the spot under his (client's) watchful supervision. Moreover, the more active the client will be in the process, the more he will like the result (psychology!).
Step 5: The layout itself.Having a ready start, we impose ALL work. We call and make an appointment again.
Step 6: Points over I. The client carefully considers the result of your (common with him) work, giving out a list of comments. If you worked together correctly before, then the list will be minimal (in my case, select here, swap them there). It is advisable to show the work to the entire office (let them spend 10 minutes of their time) - for sure.
Step 7: Correction. The resulting list of edits is entered into the layout - everyone is happy. If you worked actively and correctly, there will be no new iterations. Otherwise, steps 6-7 may be repeated several times.
Step 8: In the morning chairs - in the evening money. The customer receives the final version. We get money - this is my favorite moment :)
As a result:spent a minimum of time and nerves. The customer is satisfied and will return to you again. You are satisfied and will be happy to return to the customer!
Taken from the Just Kitich blog :)
Do you think these do not exist? You just don’t know how to cook them;)
And I was lucky - now I am working with just such a person.
I have long thought that it is necessary to work with the customer in this way; but he showed me how this is implemented in practice. Eugene, if you read this (which I doubt), then thanks;)
Of course, the situation is taken for the printing industry and is a bit idealized (I was lucky), but the approach can and should be projected onto any orders. Later I will dwell in more detail on certain points, if it turns out to be necessary for someone. In the meantime - in general! :).
So, step 1: Preliminary agreement. The fact that there is such and such a job should be done approximately this or that. Preliminarily pretends how much it can cost, and we make an appointment.
Step 2: Wow, what are the bugs. At the meeting, the customer transfers all the materials for work and explains what exactly he needs - vividly and with examples. Somewhere here, representing the volume (it seems the Internet eats my literacy) of work, we get a price.
Step 3: Prepare the template. We sit at home and collect pages, trying to reproduce what the customer wants. As a rule, we do not succeed in this, so go to step 4 having draft material that can be moved, adjusted, repainted, etc. If you are able to make up this blank in 10-15 minutes -
Step 4: Looks. The client sees what you brought to him and, as a rule, this is not quite what he had in mind. But now, having all the material at hand, you can move and poke right on the spot under his (client's) watchful supervision. Moreover, the more active the client will be in the process, the more he will like the result (psychology!).
Step 5: The layout itself.Having a ready start, we impose ALL work. We call and make an appointment again.
Step 6: Points over I. The client carefully considers the result of your (common with him) work, giving out a list of comments. If you worked together correctly before, then the list will be minimal (in my case, select here, swap them there). It is advisable to show the work to the entire office (let them spend 10 minutes of their time) - for sure.
Step 7: Correction. The resulting list of edits is entered into the layout - everyone is happy. If you worked actively and correctly, there will be no new iterations. Otherwise, steps 6-7 may be repeated several times.
Step 8: In the morning chairs - in the evening money. The customer receives the final version. We get money - this is my favorite moment :)
As a result:spent a minimum of time and nerves. The customer is satisfied and will return to you again. You are satisfied and will be happy to return to the customer!
Taken from the Just Kitich blog :)