wcsd 2015: milestones and delivery. tough conversations and scope creep

Milestones & DeliveryTough Conversations / Scope Creep

@WesChyrchel | WesChyrchel.com

The Client Communication Problem


A Communication Framework

Eliminating Scope Creep

Recap

Questions

What is the best way to manage a project?


Project Management Software


Which is the best one?


"I have tried them all and Redbooth is the one that sucks the least."


John Hawkins:

182,000,000 Results


Project Management Software :

Why? @WesChyrchel | WesChyrchel.com

We think that by changing our software, it will make us

better communicators.


We're trying to solve the wrong problem.


It's not a software problem, it's a communication

problem.


As an industry we suck at communicating with clients.


We know this because client problems are still

happening.


Why? @WesChyrchel | WesChyrchel.com

Maybe it starts with us.


How we think of ourselves.


Examples


Put your client goggles on.


"We are an award winning WordPress Agency. Our enterprise client list is revered in the Digital Space. We are the best IT solution for your business. For the right budget, we can build you a great website." @WesChyrchel | WesChyrchel.com

1

"We listen. We are a WordPress Agency and client advocate. Our success is measured by your success. Your inside business knowledge is integral to our process. Let's build a great website together!"


2

Which one would you choose?


We're still learning.


Real Examples


Search: "WordPress

Agency About"


"We're a leading technical WordPress agency based around the globe. We provide development & consultancy for large-scale sites and big name clients worldwide."


"We deliver great looking sites with user-friendly content management systems that search engines will love from day one."


"We design and build digital experiences and destinationsthat help brands nurture and grow their communities."


What's Wrong?


The examples were not written for clients. They were

written for you and me.


We are building websites for our peers, not our clients.


How do I know this?


We are still having problems with clients.


How do we fix it?


We change how we talk to clients.


Like missing rungs in a ladder, we've been

missing steps.


Old Communication

New Communication


Where do we start?


We create a new approach.


First, look at the basics.


Language Method Action

What we say.


Language:

Is a tool. It can be used to include or exclude.


Language:

Examples


● Technical jargon● International clients● Giving orders


Exclude:

● Not tied to community● Transcend borders● Inviting tone


Include:

Back to basics.



How we say it.


Method:

It's about emotion. We use emotion to interpret messages. It's how we address our needs.


Method:

● Developer needs● Client needs● Emotional needs


Method:

Examples


● Client as business expert● They don't know web● Be the guide● Explain the rules


Back to basics.



When we say it.


Action:

Turn the development process upside down. Add strategic talking points, often and early.


Action:

Examples


● More but less time● Steps are info moments ● Forgotten details rise● Stop problems early


Old

New



Eliminating Scope Creep

Scope creep happens due to missed communication

opportunities and poor planning.


Examples


● Assumptions become real● Intermittent follow up● Feeling guilty ● $10,000 button


Scope creep disappears when guidelines are

created and you communicate more.



Recap

1. What, How, When - LMA2. Explain How / Listen 3. Time / Money Rules 4. Non-Updates Okay 5. Get someone to talk


Questions:

Any Questions?

Thank you!Visit WesChyrchel.com*Slides will be at slideshare.net/weschyrchel


wcsd 2015: milestones and delivery. tough conversations and scope creep

Business

weschyrchel weschyrchel

comwe design

software problem

client problems

comproject management

wrong problem

client goggles

client advocate