Session: "Client Management: Building Happy, Healthy Client Relationships" by Hannah Del Porto

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Oct 31, 2016

DrupalSouth Gold Coast 2016
https://goldcoast2016.drupal.org.au/

Room: Acquia (Level 2)
Thu, 27-Oct, 11:30
Beginner - Planning
Hannah Del Porto

Over more than 15 years at a web development firm, I have made pretty much every client management mistake possible. Forgetting to formalize the timeline until halfway through the build? Been there. Excitedly executing a contract without nailing down scope? Done that. Pitching a feature that a client didn't really need or that our team can’t really execute? More than once. But a few years ago, we decided to think seriously about the other side of the table. How could we make sure that clients were happy with our services, while still being fair to our employees and our firm?

We realized that pretty much all of our problems with clients came down to communication. So through trial and error, we've developed some rules and tools for making sure that we are on the same page as our clients throughout the project. These tactics are as applicable to those working as part of an internal team - with a boss or a board as the end client - as they are to a development agency.

The session will focus on:
- Identifying and managing client fears
- Educating clients on the development process and the value of developers
- Setting expectations with clear and timely communication
- Defining project scope, deliverables and two-sided timelines
- Managing conflict
- Building long-term client partnerships

At the end of the session, attendees will have learned how to manage their projects more effectively, resulting in higher quality work, satisfied clients, improved profit margins and happier internal teams.

https://goldcoast2016.drupal.org.au/session/client-management-building-…

Hi! I'm Karim Boudjema, the developer and site-builder of this site. I'm currently working as a freelance Drupal developer.

I was wondering how could I giving back to the Drupal community all what it gave to me during the last 10 years, that's how the idea of this site came to me ... (read more)

Hi! I’m Santiago Rico, the web designer and themer of this site.

When Karim proposed me to design and theme this site for the Drupal community, I accepted immediately because the community is the main reason why I love Drupal so much.