how to be a good client …and not your project’s worst enemy

How To Be A Good Client

…and not your project’s worst enemy.

Ask the following … Why is the project necessary?

What purpose does it serve?

What problem does it solve?

What is the call to action?

And then find out:

• Which tool in my arsenal best suits the needs of the problem I am trying to solve:

– A website?– A print project?– A multimedia project?

• What is the budget?

Choose the Right Vendor

• Be sure they have the expertise to do the job.

Check references! Internally w/ other communicators & Procurement, plus your external contacts.

Review past work.

Talent is important, but the relationship is everything.

Write A Good RFP Clearly outline your goals and needs, but…

Don’t be too proscriptive. Be concise but allow for creative ideas & solutions.

Don’t reinvent the wheel.

Distinguish between needs and wants.

Be realistic of schedules & deadlines.

Ask for help! OMSC has selective sample RFPs to share.

Working with Vendors

Introducing … the Vendor Certification Packet:

What you need to know about OSA’s, Purchase Orders and

Duke’s Terms and Conditions.

Use templates and documents provided by Duke.

Solicit at least three bids, one internal, if possible.

Review approved vendor list and where Master Agreements exist.

Vendor feedback loop.

Ask for help! OMSC & Procurement can help with vendors.

Getting Vendors Paid

Once a vendor is selected, complete the appropriate paperwork.

Duke’s Terms and Conditions are your friend.

The difference between Procurement and Accounts Payable. What is a Purchase Order and how do you get one?

When to use an Accounts Payable Check Request.

When an Outside services Agreement is needed.

Never pay the job in full until the project is complete.

If unsure, ask for help!

You are a BAD client if the vendor doesn’t get paid!!

Remember, You are the Boss, of….

the Vendor – don’t let them push you around! Maintain control of YOUR project.

your People, the “Duke team”. Be sure they know what is expected of them.

the Outcome – YOU are ultimately responsible if the project goes over budget, is off schedule, or represents Duke poorly.

Beware of Scope Creep!

Beware of Scope Creep Once a contract has been signed, you and the vendor have

a binding agreement for the work as laid out in the proposal, for the fee listed.

Anything additional after the contract is signed requires an addendum to the proposal, and = more TIME & $$.

If people in your camp have suggestions or desires outside of the project scope, it is your responsibility to reign them in. Don’t expect the vendor to be the bad guy!

Overcommunicate!

Manage deadlines & expectations with your people and the

vendor.

Create a milestone schedule, and send reminders when

critical deadlines are approaching.

Make sure every team member has the information they need

to succeed.

Follow up all phone conversations and meetings with an email

reiterating the decisions made and who is doing what, when.

Random final thoughts: There are 3 factors in a project: good, fast and inexpensive. You can only

pick two!

Good design isn’t done by committee.

Limit the decision makers.

Have only one point of contact or the project will die the death of a

thousand cuts.

Tell the vendor what you need, not how to do their job.

Time is always money. No exceptions.

If is seems to good to be true – it probably is!!

The only stupid question is the one that isn’t asked. We are a good

resource. Ask for help!

QUESTIONS?