Adding the Art of Sales to Web Development
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This document details strategies for integrating sales techniques into the development process, emphasizing the importance of communication and mutual respect between designers and clients. It highlights the rights of creative professionals, the significance of managing client expectations, and effective methods for maintaining a positive relationship. Key tactics include using 'upfront contracts', mirroring client communication styles, and preparing for potential challenges to enhance collaboration and ensure fair compensation.
Adding the Art of Sales to Web Development
- 1. ADDING THE ART OF SALES TO YOUR DEVELOPMENT PROCESS PRESENTED BY: @MayeCreate Monica Pitts @mayecreate @mayecreate SLIDE DECK & BLOG: mayecreate.com/blog/sales-in-development/
- 2. The Pitts Family MONICA ELLIS AVELEEN MIKE ROXIE
- 3. MONICA TYLER STACY ERIKA The MayeCreate Family ROXIEKATIE DANA REBECCA
- 4. VOCABULARY Designers/Developers = People who deal with the humans that pay you.
- 5. MONICA STACY ERIKA The MayeCreate Family ROXIEKATIE DANA
- 6. VOCABULARY Clients = The human(s) who pay you.
- 7. “GET WHAT YOU WANT” Who is YOU?
- 8. I WILL ONLY USE MY POWERS FOR GOOD. Not to steal candy from children.
- 9. YOU HAVE RIGHTS You also have the right to enforce them.
- 10. You have the right to be treated with respect.
- 11. YOU ARE NOT A DOORMAT Don’t act like one. Spoken by a former doormat.
- 12. You have the right to be heard.
- 13. DON’T DESIGN TO MEET YOUR EMOTIONAL NEEDS #1 RULE OF DESIGN
- 14. You have the right to be paid for your work.
- 15. YOUR CHOICES UPHOLD YOUR RIGHTS You’re not an animal or a 1 year old child.
- 18. You have the right to be treated with respect.
- 20. People Believe • Tech and creative people are not good communicators • We’re flighty • Untrustworthy • Overly emotional
- 21. People Say • We over promise and under deliver by taking on projects we don’t know how to do. • We take forever if and when we do actually complete a project. • We are hard to get along with because we tell them we “can’t” do things. What they hear is we “won’t” do things because we don’t want to. • We talk down to clients and throw fits about revisions.
- 22. Show them the skilled professional you are. ARE YOU GOING TO LET THEM TALK ABOUT YOU LIKE THAT?
- 23. Look from a client perspective. • Clients are not web critics and don’t have the training you have, they see bad design so often they are used to it and can’t tell bad from good. • They often feel threatened by something they don’t understand. • They aren’t used to expressing what they think about what we do.
- 24. WHAT WAS THE #1 RULE OF DESIGN? USE IT. GET YOUR HEAD ON STRAIGHT. PUT THINGS IN PERSPECTIVE.
- 25. The first person to go emotional loses MISADVENTURES FROM THE LAND OF MONICA’S TRY THIS TRICK
- 26. The first person to go emotional loses Killing Calm. You have control over your own energy and how you use it. The other person doesn’t get to decide how you’ll engage, that decision is yours.
- 27. The first person to go emotional loses 1. Let them blow off steam - as long as they’re keeping it respectful and not calling you a mother effer, that’s just uncool. 2. You don’t need to apologize, unless it’s totally your fault then maybe consider it. 3. Let them know you heard them. 4. Let them know they are a priority. 5. Tell them what you plan to do to make the situation right, even if it’s just looking at it and calling them back. Under promise and over deliver. 6. Call them back when you say you will. Calm. Competent. Confident.
- 28. ROADBLOCKS YOU CAN CONTROL Your emotional baggage.
- 31. I shouldn’t have to change the way I communicate, they hired me.
- 32. Clients aren’t paying me to babysit.
- 33. Understand your role. • Creative or technical advisor to help your clients find the best way to represent their company. • Assist them produce a product that represents them well to their audience. • Produce a product that’s easy for their audience to use. • A communication liaison between the target audience and the company. If you do your part as a good communicator and you’ll have a respectful client for life.
- 35. • Get your head on straight and burn your old tapes. • Prepare your scripts. Get ready to tell people your expectations from the very beginning. • Know your deal breakers
- 36. Up front contract MISADVENTURES FROM THE LAND OF MONICA’S TRY THIS TRICK
- 37. Up front contract This is a Sandler sales tactic that never fails. • Purpose: The purpose of the action or meeting. • Time: The time frame, deadline, or start time. • Client’s agenda: what they’re expecting. • Your agenda: what you’re expecting. • Outcomes: what happens next.
- 38. Up front contract Use it throughout your process to maintain expectations. • Before meetings • In meetings • Beginning of phone calls • In important emails • Each time you have a deliverable
- 41. You have the right to be heard.
- 42. Start with bonding and rapport. It’s easier to listen to people you like and/or have something in common with
- 43. Mirror and match MISADVENTURES FROM THE LAND OF MONICA’S TRY THIS TRICK
- 44. Mirror and match Put your clients at ease by mirroring and matching their posture, speech and body language. Subtle adjustments like these help put their subconscious at ease and put you on the right path.
- 45. Parrot phrase mirror and match • Use their words when you describe what they want. • If you don’t understand what those words mean tell them what you heard and ask them to clarify. When you use their words, your suggestions seem more like their idea and they’re more likely to comply. Repeat back to clients EXACTLY what you heard.
- 46. Gather Evidence Listen carefully and catalog details you can use later to make decisions and support your case.
- 47. What are their goals? What makes them proud? What makes them frustrated? Who is their audience? Your client’s audience is your greatest ally.
- 49. • Review your development process and uncover any potentially challenging areas. • Create email templates to use throughout the process so you don’t forget key details. • Use up front contracts.
- 50. Make a cheat sheet MISADVENTURES FROM THE LAND OF MONICA’S TRY THIS TRICK
- 51. Make a cheat sheet You don’t even have to hide it. • Questions you’ll ask • Boxes to check • Reminders to hold yourself accountable Cheat sheets for every crazy scenario • First encounters with potential clients • Each meeting • When hiring
- 52. BUT WHAT IF…
- 53. Paint future pain MISADVENTURES FROM THE LAND OF MONICA’S TRY THIS TRICK
- 54. Paint future pain Third party stories Instead of arguing, tell your client a story about a time that this happened in the past that didn’t work and why. If you don’t’ have one make one up… It’s for their own good.
- 55. My greatest fear MISADVENTURES FROM THE LAND OF MONICA’S TRY THIS TRICK
- 56. My greatest fear My greatest fear is __________ and then you’ll ____________, that’s my greatest fear. Then shut up and let them tell you if it’s OK. And if they say it’s OK then you can tell them your greatest fear now is that they forget all about this conversation and come back and yell at you later.
- 58. • Make a list of potential warning signs to avoid conflict by preparing people before it hits. • Have a plan in place for how you’ll handle each of the situations before they happen.
- 59. You have the right to be paid for your work.
- 60. Everyone wants everything for free.
- 61. DOORMAT ALERT This is whining. You have rights. Enforce them.
- 63. • Invest in a contract. • Don’t back away from talking about money.
- 64. Take it away MISADVENTURES FROM THE LAND OF MONICA’S TRY THIS TRICK
- 65. Take it away People hate it when you take things away. • Cover the consequences of behaviors you don’t like. • Enforce the law. • If you’re at the beginning of a sale tell them the project doesn’t seem like a priority anymore or that they must have chosen to work with someone else so you’re just going to leave them alone.
- 66. You have the right to be heard. You have the right to be paid for your work. You have the right to be treated with respect.
- 67. YOU ARE NOT A DOORMAT Don’t act like one. Spoken by a former doormat.
- 69. DON’T DESIGN TO MEET YOUR EMOTIONAL NEEDS #1 RULE OF DESIGN
- 70. USE YOUR POWERS FOR GOOD Go forth and use your new super powers to change the world…or just improve your client relationships. Whichever works for you.
- 71. @MayeCreate @mayecreate @mayecreate SLIDE DECK & BLOG: mayecreate.com/blog/sales-in-development/ ADDING THE ART OF SALES TO YOUR DEVELOPMENT PROCESS PRESENTED BY: Monica PItts
Editor's Notes
- #5: Swap Designer/Developer out for whoever has the privilege of dealing with the humans that pay you.
- #6: In our office I’m talking about these people. Writers, Project Managers, Management and Office Greeters. Roxie is a natural.
- #7: Clients = The humans who pay you…I’ll call them clients. Your client could be your boss or your bosses boss. Or if you’re like us it’s businesses in the US who need a website or online marketing.
- #8: You is the end user – the greater good.
- #11: Respect is funny. You don’t just respect someone right when you meet them. So it’s something you deserve but not something you’re entitled to. You have to earn respect.
- #12: You will not be respected if you don’t command respect. You’re not a door mat. Back in my doormat days. One day something just clicked. I was 25 and he was 50. Written apology. Keep this short.
- #13: You clearly care about what you do or you wouldn’t be here. Clients hire you to do a job they can’t do or they would be doing it themselves. So why aren’t the listening? It’s not what you say…it’s how you say it.
- #14: They didn’t hire you to make you feel good about yourself. They hired you to do a job. Your reward is you get paid. You are not your job. You do your job. You may even be awesome at it. Passionate about it. But it does not define you. Your clients don’t define you either. Take on a pet project if you want to meet your emotional needs through web development.
- #15: You decide who you give away your work to. Your clients, relatives or neighbors don’t deserve free work. This is your profession. You don’t expect someone to fix your car for free, serve your breakfast for free or babysit your kids for free. You expect to pay them. And you deserve the same respect.
- #16: Everyone wants these things. - To be treated with respect - To be heard To be paid But who here successfully gets them 100% of the time? From every client? I know I don’t. I do know that it’s my choices that uphold my rights.
- #17: Our choice is what makes us different from animals – and three year olds.
- #18: Stimulus – dog eats couch. Respose Wait. I have a choice don’t I? Do I beat the dog? Do you really think I beat my dog? Would that command respect? With every stimulus you are presented a choice that will allow you to enforce your rights later.
- #19: Lets talk about how you do that.
- #24: We make a living out of rehabilitating client relationships.
- #27: The other person doesn’t get to decide how you use your energy – you decide how to use your energy. Tell Ellis pooping. Keep this short.
- #28: While you recognize you do not need to take responsibility for it. Don’t apologize. That makes it your fault.
- #30: Who in this room has ever been called crazy? If you haven’t let me be the first person to bestow the honor upon you, “You’re Crazy.” Everyone is crazy. But their brand of crazy need to meet yours. Good communication helps keep the real crazy at bay. Don’t carry this around like a chip on your shoulder.
- #31: This is another chip we need to let go of. Clients do their job every day and you don’t. Clients talk to their target market everyday and you don’t. Clients get in their own way and it’s your job to help them see the designs in the correct perspective to get the desired results from their audience, you are a facilitator, don’t act like an expert it unless it’s called for.
- #32: My in laws didn’t have a cell phone that would receive texts until this Christmas when we bought them one. We went from two phone conversations a year to a text every other week. Kudos to them for being open minded enough to adjust the way they communicate so they can be a part of the family again. But it works both ways. You don’t know how to use email. You’re not qualified to be my client. Email is part of our process. It’s a deal breaker.
- #33: If they’re not paying you to babysit they should be. Guide them through a process you’re intimate with. And how they feel throughout that process is what they will take away with them. It’s what they’ll tell their peers about the work you do. He does great work but is terrible to work with. You may have built something spotless but they don’t know what that is. They only know how they feel. You have the right to be paid as much for your “babysitting time as you do for your development time. SO charge people for it.
- #37: Business partner leaving. Need to do sales. Enrolled in Sandler.
- #39: Thanksgiving example. God bless her my mother never has TIME in her UFC. So guess who walked in the Thanksgiving late? Yeah that was great family time.
- #41: This is what happens when you don’t use an UFC. You think you know what you’re getting but you’re actually assuming things and end up with a surprise.
- #42: You know how to earn respect. How will we get them to listen to us. Remember – it’s not what you say. It’s how you say it.
- #46: Use navigation example.
- #48: Lean on this information to help make informed decisions.
- #52: They won’t judge you. This shows you have a process and you care. Show them the first meeting questions. There is a point in first meetings when I stop and go through the questions to make sure I didn’t miss anything. And people compliment me on my organization. Clearly they haven’t seen my desk.
- #53: You’re doing everything but clients are still acting like wild animals?
- #55: Who needs to be involved in the decision making process? Does you wife need to be involved in the decision making process?
- #61: People will want things for free until you decide your work is worth paying for and bill them for it. Set a precedent upfront for what is paid work and what is free. Have a formal agreement in writing to refer back to with tangible items.
- #65: Mike taking the girls’ food away.
- #66: Who has trouble getting content from their clients? Example UFC on calendar Then enforce it. Take it away. Here’s what the email or conversation sounds like… By mastering your emotion, using UFC, making an effort at bonding and report, using your cheat sheets and “sales” communication tricks you enforce your rights.
- #69: Our choice is what makes us different from animals – and three year olds.