Comments on: Epic Client Communication http://john.onolan.org/epic-client-communication/?utm_source=rss&utm_medium=rss&utm_campaign=epic-client-communication Sun, 29 Jan 2012 00:32:43 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: John http://john.onolan.org/epic-client-communication/comment-page-1/#comment-785 John Wed, 29 Jul 2009 15:26:18 +0000 http://john.onolan.org/?p=503#comment-785 I'm glad it helped Hayley and Japh :) I'm sure we can all improve! I’m glad it helped Hayley and Japh :) I’m sure we can all improve!

]]> By: Japh http://john.onolan.org/epic-client-communication/comment-page-1/#comment-781 Japh Wed, 29 Jul 2009 09:26:08 +0000 http://john.onolan.org/?p=503#comment-781 Wow, Hayley! That's brilliant! I think I'll make myself a template so I remember to use the format... I think it'll make a lot of difference for my clients too. I'm a developer, and I'm having to communicate both with clients and with designers (who are also my clients). Each needs very different things! Thanks for this post, John! I think it could be my favourite yet! ;) Wow, Hayley! That’s brilliant! I think I’ll make myself a template so I remember to use the format… I think it’ll make a lot of difference for my clients too.

I’m a developer, and I’m having to communicate both with clients and with designers (who are also my clients). Each needs very different things!

Thanks for this post, John! I think it could be my favourite yet! ;)

]]> By: Hayley http://john.onolan.org/epic-client-communication/comment-page-1/#comment-779 Hayley Tue, 28 Jul 2009 13:36:40 +0000 http://john.onolan.org/?p=503#comment-779 Since reading this post I've been sending all my e-mails in that format and you would not believe the difference it's made. Usually I get responses back that only answer half the questions or answer the wrong questions altogether but now I'm finding clients understand what I need first time which saves time and frustration for both me *and* them. Awesome! Since reading this post I’ve been sending all my e-mails in that format and you would not believe the difference it’s made. Usually I get responses back that only answer half the questions or answer the wrong questions altogether but now I’m finding clients understand what I need first time which saves time and frustration for both me *and* them.

Awesome!

]]> By: Ash Young http://john.onolan.org/epic-client-communication/comment-page-1/#comment-776 Ash Young Sun, 26 Jul 2009 12:34:57 +0000 http://john.onolan.org/?p=503#comment-776 This is something that we suffer from from as well. Often we'll send emails to clients with a list of points that need addressing only to receive a reply to perhaps 50% of the points. It then becomes a nightmare to chase the missing answers. This is something we'll have to look at. This is something that we suffer from from as well. Often we’ll send emails to clients with a list of points that need addressing only to receive a reply to perhaps 50% of the points. It then becomes a nightmare to chase the missing answers. This is something we’ll have to look at.

]]> By: chris http://john.onolan.org/epic-client-communication/comment-page-1/#comment-772 chris Fri, 24 Jul 2009 19:54:10 +0000 http://john.onolan.org/?p=503#comment-772 Great post. Definitely something we need to be reminded of. I did tech support for several years and, especially when I was working for MSN, we used the PAR format when we were writing notes into our ticketing system: Problem: Action: Resolution: I've pretty much blocked that whole period of my life out of my memory as tech support is a soul-sucking pit of despair that entices you with ideas of "getting your foot in the door" of the IT Industry, but the truth is that tech support drones are the lowest on the totem pole, even escalation support agents, and are destined to sit and rot in tech support for eternity. HOWEVER, the email you received from your Magento experts sounds very similar to that format, and, I agree, could benefit client communications immensely. It's a very simple format, and very easy to adopt with little room for confusion or argument. It's definitely something I will start thinking about when communicating with clients. ~c Great post. Definitely something we need to be reminded of.

I did tech support for several years and, especially when I was working for MSN, we used the PAR format when we were writing notes into our ticketing system:

Problem:
Action:
Resolution:

I’ve pretty much blocked that whole period of my life out of my memory as tech support is a soul-sucking pit of despair that entices you with ideas of “getting your foot in the door” of the IT Industry, but the truth is that tech support drones are the lowest on the totem pole, even escalation support agents, and are destined to sit and rot in tech support for eternity.

HOWEVER, the email you received from your Magento experts sounds very similar to that format, and, I agree, could benefit client communications immensely. It’s a very simple format, and very easy to adopt with little room for confusion or argument. It’s definitely something I will start thinking about when communicating with clients.

~c

]]> By: John http://john.onolan.org/epic-client-communication/comment-page-1/#comment-769 John Fri, 24 Jul 2009 10:29:36 +0000 http://john.onolan.org/?p=503#comment-769 Hi Karl, thanks for commenting, great to hear that I'm not the only one! :) Hi Karl, thanks for commenting, great to hear that I’m not the only one! :)

]]> By: Karl Bowers http://john.onolan.org/epic-client-communication/comment-page-1/#comment-768 Karl Bowers Fri, 24 Jul 2009 09:52:52 +0000 http://john.onolan.org/?p=503#comment-768 Hi John, I can relate to your pain in this article, as I have just recently had the same experience with a client on quite a large project. I thought I had quite clearly outlined the project requirements via email and on the phone with my client, but it turned out (at the 11th Hour!) that they had not clearly understood my proposal details at all! This is of course led to some serious major revisions to the project, but like yourself, I have learned quite a lot from the exercise! You learn and develop your communication skills from situations like these, and I think its part of the process in strengthening your skills as an independent freelance / business owner. Thanks for a great post! Karl Hi John, I can relate to your pain in this article, as I have just recently had the same experience with a client on quite a large project.

I thought I had quite clearly outlined the project requirements via email and on the phone with my client, but it turned out (at the 11th Hour!) that they had not clearly understood my proposal details at all!

This is of course led to some serious major revisions to the project, but like yourself, I have learned quite a lot from the exercise!

You learn and develop your communication skills from situations like these, and I think its part of the process in strengthening your skills as an independent freelance / business owner.

Thanks for a great post!

Karl

]]> By: Japh http://john.onolan.org/epic-client-communication/comment-page-1/#comment-767 Japh Fri, 24 Jul 2009 08:57:51 +0000 http://john.onolan.org/?p=503#comment-767 Very insightful post, John. Isn't always the way that these things often happen just the wrong way around? But then maybe it had to happen that way for you to get as much from it. I'm certainly taking notes about that email too. It's an excellent example. Very insightful post, John. Isn’t always the way that these things often happen just the wrong way around? But then maybe it had to happen that way for you to get as much from it.

I’m certainly taking notes about that email too. It’s an excellent example.

]]> By: Matt Roche http://john.onolan.org/epic-client-communication/comment-page-1/#comment-765 Matt Roche Thu, 23 Jul 2009 15:20:02 +0000 http://john.onolan.org/?p=503#comment-765 This is a really interesting one. It really is true that the 'problem client' can about through lack of clarity in the first place. In every aspect of life people like transparency; and when they feel like something is hidden from them, or they don't understand something they tend to get defensive. So many future problems can be avoided by transparency in the first place. People in every industry are guilty of it, but I have to say that web designers (or people who work online) and car mechanics are two of the worst! And I know this because a) I work online and b) I don't understand the inner-workings of a car engine! This is a really interesting one. It really is true that the ‘problem client’ can about through lack of clarity in the first place. In every aspect of life people like transparency; and when they feel like something is hidden from them, or they don’t understand something they tend to get defensive.

So many future problems can be avoided by transparency in the first place. People in every industry are guilty of it, but I have to say that web designers (or people who work online) and car mechanics are two of the worst! And I know this because a) I work online and b) I don’t understand the inner-workings of a car engine!

]]> By: Sharon http://john.onolan.org/epic-client-communication/comment-page-1/#comment-764 Sharon Thu, 23 Jul 2009 13:37:28 +0000 http://john.onolan.org/?p=503#comment-764 What a great way to lay out an email. You're so right John, I've been going on my own for about the same time as you have and am slowly learning to think like a client as well as everything else. What a great way to lay out an email. You’re so right John, I’ve been going on my own for about the same time as you have and am slowly learning to think like a client as well as everything else.

]]> By: Brian http://john.onolan.org/epic-client-communication/comment-page-1/#comment-763 Brian Thu, 23 Jul 2009 13:26:10 +0000 http://john.onolan.org/?p=503#comment-763 Communication is absolutely key. I make it the #1 priority and selling point for my business. I agree - that is a well-structured response. Organizing it into issue / action is perfect. Client communication and email writing is a skill that constantly evolves, just like any other skills we develop as web designers. Communication is absolutely key. I make it the #1 priority and selling point for my business.

I agree – that is a well-structured response. Organizing it into issue / action is perfect.

Client communication and email writing is a skill that constantly evolves, just like any other skills we develop as web designers.

]]> By: Luke Jones http://john.onolan.org/epic-client-communication/comment-page-1/#comment-762 Luke Jones Thu, 23 Jul 2009 12:45:04 +0000 http://john.onolan.org/?p=503#comment-762 Fantastic post, I sometimes have issues with communications, so laying out your emails/letters in a way like that above really helps to be clear about what you're doing. Luckily, I've never really had a 'nightmare' client, but it will happen one day and with advice like this, I'll be able to counter-act that. Fantastic post, I sometimes have issues with communications, so laying out your emails/letters in a way like that above really helps to be clear about what you’re doing.

Luckily, I’ve never really had a ‘nightmare’ client, but it will happen one day and with advice like this, I’ll be able to counter-act that.

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