Rules To Being Software Consultants - Dealing With Clients

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Rules to being Software Consultants - Dealing with Clients
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I've been putting together Development Guidelines for my employer and in the process have reviewed many
published standards (in the .Net arena) from around the world. In each category, the suggestions at SSW are
always among the best.
- Leon Bambrick,
Do you agree with them all? Are we missing some? Let us know what you think.
1. Do you prioritize your existing clients over prospective ones?

Part B: Rules to being Software
2. Do you always follow up your clients?
Consultants - Working in a Team
3. Do you give potential consulting work emails priority?
4. Do you know the difference between a brief proposal and a specification review?
5. Do you offer Scrum Teams options for new projects?
6. Do you get paid for estimates?
7. For new prospects, do you always meet them to show them an estimate?
8. For existing clients, do you always call them before sending a quote?
9. Do you correctly triage additional item requests?
10. Do you know the difference between Fixed Price and Time and Materials work?
11. Do you know the difference between ad-hoc work and project managed work?
12. Do you double-check the importance of a task when you realise it's going to take more than 2 hours?
13. Do you know how to be pushy when you need to be?
14. Are you persistent when you think something should be done?
15. Do you always quote in price + GST (Tax)?
16. Do you know how to turn requests for free work into billable work?
17. Do you avoid invoicing issues where possible and resolve them quickly when they come up?
18. Meetings - The way meetings should work
19. Meetings - Are you hospitable in client meetings at your office?
20. Meetings - Are you clear about billable time in meetings?
21. Meetings - Do you go to meetings prepared?
22. Meetings - Do you ask clients the two important questions at the beginning of each meeting?
23. Meetings - Do you exchange names in meetings?
24. Meetings - Do you listen more than you talk?
25. Do you know the first thing to do when you come off client work?
26. Do you know what you should do when you come off billable work?
27. Do you fix problems when alerted to them?
28. Do you always state your understanding or what you have already done to investigate a problem?
29. End of Day - Do you reliably deliver your tasks?
30. End of Day - Do you enter time sheets?
31. End of Day - Do you always pencil in the next date on your last day at the client?
32. End of Day - Do you plan the night before what you are doing the next day?
33. End of Day - Do you let your client know when you work overtime and it is not charged?
34. Do you make sure you get brownie points?
35. Speaking - Do you speak in a positive language to clients?
36. Do you build the client relationship by completing "Client Love" each week?
37. Do you contact your clients using IM/Windows Live Messenger?
38. Do you leave messages when your phone call is unanswered?
39. Do you fix problems fast?
40. Do you try second time straight away when you are calling a client?
41. Do you know how to configure Developer Training?
42. Do you put a record when you disagree with something?
43. Do you know that it's bad to win the fight, but lose the customer?
44. Do you know the numbers you give clients?
1. Do you prioritize your existing clients over prospective ones?
1 of 19 8/12/2011 9:25 AM
Your existing clients should always be the first thing on your mind. Any work relating to existing clients should be done
before looking into anything else, including prospective client work.
In order to gain a good reputation in the industry, it is vital to make existing clients happy. If you are seen as being
more interested in getting new clients than satisfying old ones, not only will you not receive return business, but you
may have lost credibility in the industry and the chance of referrals from their contacts.
A good way to think of it is "is the ball in their court?" This means that your client is never waiting for you to do
something, and that if there is a bottleneck; it is not on your end.
A good saying pertaining to keeping your existing clients happy is: "A bird in the hand is worth two in the bush".
*Note: Moved to http://sharepoint.ssw.com.au/Standards/Management/RulesToBeingSoftwareConsultants-
DealingWithClients/Pages/PrioritizeClients.aspx
2. Do you always follow up your clients?
If you have followed the previous rule and the ball is always in their court, you need to make sure that they keep
playing.
The best way to do this is to make sure you follow up all communications that require a reply, whenever you feel that a
bottleneck is forming.
The best ways to follow up a client are:
Use email
If there is no response, find the original email and resend. See our Rules To Better Email - Do you know how to
hurry someone up?, Rules to Better Email - Do you always follow up your clients? and Rules to Better Email - Do you
realize the importance of a good email Subject?
Use IM or Skype
See our Rules To Better Instant Messenger - Do you communicate more efficient?
Use the phone
Call them
TIP Use http://www.followupthen.com/ for your follow up emails

DealingWithClients/Pages/FollowupClients.aspx
3. Do you give potential consulting work emails the next highest priority after existing clients?
It is extremely important to demonstrate to potential clients a high level of quality service and attention to their needs;
this is why, at SSW, whenever we receive an email from a potential client in relation to possible consulting work, we
make sure they receive an answer within 5 minutes of us receiving it. We do this for 2 reasons:
To show we are keen and give an indication of the level of service they will receive
To stop them "shopping around"
They will quickly recognize that they will not receive that kind of service anywhere else!
DealingWithClients/Pages/PotentialConsultingWork.aspx
4. Do you know the difference between a brief proposal and a specification review?
There is often a bit of confusion about what constitutes a proposal and what constitutes a specification review.
Brief proposal - free:
Information about your company

A basic overview of what you'll do for them
The next steps
Specification Review - billed:
A technical document listing in detail what technologies will be used and how
Most likely includes initial release plans and ballparks
See Rules to Successful Sales Account Management
2 of 19 8/12/2011 9:25 AM

DealingWithClients/Pages/BriefProposalOrSpecificationReview.aspx
5. Do you offer Scrum Teams options for new projects?
The Scrum process has been proven to be very effective when developing software. You should offer a choice between a
few different scrum teams for a client抯 project. For example, at SSW, Account Managers send the SSW Scrum
Teams Options email template which explains this choice to our clients. Your consultants must be able to explain the
Scrum methodology to our clients including the advantages.
DealingWithClients/Pages/ScrumTeamsOptions.aspx
6. Do you get paid for estimates?
A lot of time in a consultancy can be taken up by producing estimates for clients so they can see a ballpark of what they
will be spending. Because this time is not billed, it is easy to end up with rushed and inaccurate estimates, leading to
problems later in the project.
A better way to go about it is to spend a little more time, and really get down in detail to what needs to be done. This is
called a Specification review and is billable.
See Rules to Successful Sales Account Management.
DealingWithClients/Pages/GetPaidForEstimates.aspx
7. For new prospects, do you always meet them to show them an estimate?
The findings of the Spec Review (the Initial Release Plan) should be presented at a meeting with the key decision makers
of the project for review and acceptance, generally in the form of a PowerPoint presentation. It is important that all the
required people are in a room together to review the Initial Release Plan.
See Rules to Better Project Management
DealingWithClients/Pages/MeetProspect.aspx
8. For existing clients, do you always call them before sending a quote?
If you have an existing client, who is already impressed with your work, you don't need to go to the trouble of meeting
then to show them an estimate. However, you should at least call them. When you're competing for someone's
business, what could be worse than losing the work simply because the client either didn't receive your email, or was too
busy to read it? For this reason, always call the client before you send a quote. This way, they know you are about to
send them something so will look out for it.
Hi Ed,
As per our conversation today, here is a ballpark schedule for the work we talked about. As you can see all the
items are listed separately so you can identify how the estimate is put together. I'm very happy to discuss these
estimates with you so feel free to give me a call.
Figure: Always call the client to let them know that you are about to send a quote across, then send an " As per our
conversation" email.

DealingWithClients/Pages/CallBeforeQuote.aspx
9. Do you correctly triage additional item requests?
You will typically receive emails and bug reports from the client during the release. You should not work on any extra
features except what is in the release plan. Move only important emails into the current release. See Rules to Happy
Clients
3 of 19 8/12/2011 9:25 AM
DealingWithClients/Pages/TriageAdditionalItemRequests.aspx
10. Do you know the difference between Fixed Price and Time and Materials work?
There are two fundamental ways any consultant can bill clients:
Time and Materials
Time and materials is the standard mode of operation where the client is billed for the time spent by the consultant.
There is no warranty on time and materials work.
Fixed Price
Fixed price is where the client is billed a fixed amount agreed between the client and the consultant. Fixed price
contracts have the following conditions:
All specification work to be conducted on a Time and Materials basis

All screen mock-ups and business rules must be signed by the client
A fixed price can only be done on a release by release basis, not on an entire project (this protects everyone)
A 20% premium is added to the release estimates - just like an insurance premium because the consultant is
carrying the risk
Variations/change requests through the development and testing of the release are moved to the next release
(otherwise dependencies are too affected)
Development is conducted off-site (to prevent unauthorised scope-development)
50% of the fixed price is payable before work commences, the balance is payable at the delivery of the first external
test please
There is a 30 day warranty on bugs which commences when the first external test please is issued
The following release cannot commence until the prior release is signed-off.
DealingWithClients/Pages/FixedPriceAndTimeMaterialsWork.aspx
11. Do you know the difference between ad-hoc work and project managed work?
When working on a Time and Materials basis there are two different management arrangements depending on what the
client requires.
Ad Hoc Work
Work in an ad-hoc basis allows tasks to be done as they are requested without any formal approval process. This is a
simple approach but provides little in the way of management or accountability. This may be suitable for small, ongoing
work such as application maintenance with longstanding clients.
The ad-hoc work approach should not generally be used for project work where the client wants accountability on project
elements such as time, scope, quality and cost. An exception exists where SSW provides resources to work under a
non-SSW project manager who has responsibility for the project.
Managed Work
The alternative is to work with a project manager, specification and release plan. In this approach, a method of project
management is applied to provide control on the elements of time, scope, quality and cost.
This method is recommended for any work which is substantial and where the client wants a greater degree of control.
The managed approach is SSW's prefer method of work.
DealingWithClients/Pages/Ad-hocWorkAndProjectManagedWork.aspx
12. Do you double-check the importance of a task when you realise it's going to take more than 2
hours?
Frequently when you are working on an ad-hoc basis or under tight deadlines managers or clients will "shoot from the
hip" and ask for tasks without necessarily thinking much about them. Some of these tasks will be critical, some will be
less so. It's important you don't waste time on unimportant tasks. There are plenty of important tasks to keep you busy!
If you think the task you have been given is going to take more than 2 hours, stop work, call the client and confirm
they'd like you to keep going on that task. Sometimes the client will say keep going; sometimes they will say thanks for
checking with them and ask you to work on something else.
If you can, don't wait until two hours is up before checking - check as soon as you realise it is likely to take more than
4 of 19 8/12/2011 9:25 AM
two hours.
Figure: Check the time and then check with the client to make sure they want you to keep going

DealingWithClients/Pages/DoubleCheckWhenMoreThanTwoHours.aspx
13. Do you know how to be pushy when you need to be?
As a consultant, it is important to realise that all of your time is valuable.

In the situation where you are at a client site and your time is being billed, don't be conscientious and quiet. You need to
make sure that there are no bottlenecks slowing you down. Make sure you have everything you need and, if you need to
ask a question, keep asking until you get an answer.
Client will always prefer a slight irritation at the time rather than an inflated invoice with no result later on.
DealingWithClients/Pages/ToBePushy.aspx
14. Are you persistent when you think something should be done?
You need to be persistent. You should make sure that you don't let good ideas go because you get ONE no, you should
put it on a list and bring it up with your boss a few times.
This is a very important concept, just because you get answered no, it does not mean that it is a bad idea, or that it will
not benefit the company. You may get the answer 'No' for reasons that you do not know about, such as financial
difficulties, or it is too busy at the moment to worry about. You should make these ideas into a list, and remember to
bring them up with the boss at a more appropriate time. If you are not satisfied with the result, talk to your boss about
your idea, so you understand why they made the decision they did. It is important however to realize that not all ideas
are good ideas and you will have to accept that when you get it wrong.
DealingWithClients/Pages/PersistentWork.aspx
15. Do you always quote price + GST (Tax)?
Is your price:
$100 per hour + GST (the $100 being the net amount)
$110 per hour (the $110 being the total amount)
We say the first one. When providing quotes to prospects/clients, it is always better to display the net value + 10% GST
rather than the total.
The reasons for this are:
It avoids any confusion as to whether GST is included.

This net amount is the REAL cost to the customer, as they get the tax back (in Australia).
The net value is lower and appears more attractive to the client.
The 10% GST charged to the client is not income for your company. In Australia, we collect this 10% on behalf of the
Australian Taxation Office.
The client will receive back this 10% GST from the Australian Tax Office when they do their quarterly BAS/GST
5 of 19 8/12/2011 9:25 AM
Return.
The total fixed price total is $AUD 66,000 - please find quote attached.
Bad Example
The total fixed price total is $AUD 60,000 + GST (10%). Please find quote attached.
Good Example
Note : SSW and other Australian companies do not charge GST to external clients outside of Australia.
DealingWithClients/Pages/QuotePricePlusGST.aspx
16. Do you know how to turn requests for free work into billable work?
Often clients will call up asking for a short task to be performed. You need to know how to let them know that the time
will be charged.
If it was a quick 5 mins I would do it straight away... however I need to do a little

investigation... first impression is that it might take me a couple of hours... if that is OK then I
would need you to authorize me to go ahead.
Let me know...
Good example
Figure: Careful! One small free task can turn into a dam-breaking torrent of free work.

DealingWithClients/Pages/FreeToBill.aspx
17. Do you avoid invoicing issues where possible and resolve them quickly when they come up?
The least pleasant part of the consulting industry is dealing with clients who don't want to pay for your services.
It's important that the client is *always made aware* from the beginning what they will and will not be charged for.
That way, they will never receive an invoice they are not expecting and so will be happy to pay them.
If an issue does come up, make sure you come to an agreement quickly and don't let the issue fester as it can lead to a
lack of customer satisfaction and people can start digging their heels in, leading to a lot of time wasted on working out
whether the client will pay or not.
If someone else needs to be consulted for approval (e.g. the boss) get them on the phone straight away, rather than
speaking to them later and then having to organize yet another meeting with the client.
6 of 19 8/12/2011 9:25 AM
Figure: Use the conference button

DealingWithClients/Pages/AvoidInvoicingIssues.aspx
18. Meetings - The way meetings should work
Office meetings often are ineffective, because:
There is a lot of discussion but no resulting "action items"

Time is wasted digressing to unrelated topics
People forget the meeting is on and do not attend
People turn up late with no notice
To ensure your meetings are productive and successful, you should:
Create a meeting agenda prior to the meeting. Give each attendee a copy. If the discussion strays from the topic,
the agenda will help you keep it on track.
Send an appointment to all meeting attendees to ensure the meeting appears on their calendar.
If you are going to be late, contact the organizer or the person in charge of the meeting to let them know that you
are running late and what time you will be arriving.
To improve future meetings, at the end of the meeting, do a quick debrief to see how long the meeting took, if
anything was covered that didn't need to be, etc.
7 of 19 8/12/2011 9:25 AM
Figure: Bad example - meeting with No Agenda
8 of 19 8/12/2011 9:25 AM
Figure: Good example - meeting with Agenda
Every Outlook appointment must have:

1. A good subject, to let attendees know the purpose of the meeting, see our rule Do you realize the importance of a
good email Subject?
2. A good description of the location, including detailed information like location name and street
3. The message itself must contain:
1. A link to the location with instructions to print it eg. Print this map www.ssw.com.au/ssw/company/directions or a
google map link
2. The final step in the agenda being "Set a date for the next meeting"
3. A note mentioning if the meeting is billable or not
4. Your standard footer in message (same footer as in mail messages)
5. A URL mentioning Tips for better meetings
9 of 19 8/12/2011 9:25 AM
Hi Bill Northwind
Print map www.ssw.com.au/ssw/company/directions
FYI the account manager is not billable, the developers are billable
For meetings tips see Rules to being Software Consultants - Dealing with Clients
Figure - Message example

DealingWithClients/Pages/WayMeetingsShouldWork.aspx
19. Meetings - Are you hospitable in client meetings at your office?
When a client arrives, your job is to make them feel comfortable and impress them with your professionalism. It is
important that clients have a consistent experience in their contact with your company.
Leaving the client standing at the reception while finishing what you were doing
Offering them tea, coffee or biscuits (not everyone likes tea/coffee)
Figure: Bad example
Be dressed appropriately
Greet them warmly
Have a firm handshake
Make eye contact and smile
Direct them to wait in the boardroom (so they can see all the marketing materials on the
walls)
Notify the project manager/developer who are included in the meeting
Ask someone to bring couple of glasses of water into the meeting (as everyone drinks
water)
Join the meeting in the boardroom:
Show some enthusiasm when meeting with the client
Hand over, and collect, business cards - (organize in front of you, to help you remember
their names)
Use their names a few times early on to help you remember their name
Greet them warmly
Have a firm handshake
Make eye contact and smile
Figure: Good Example - You did some research before the meeting
DealingWithClients/Pages/HospitableInClientMeeting.aspx
20. Meetings - Are you clear about billable time in meetings?
Meetings are an area some clients think will be free, so always mention it.
As stated in SSW's Terms and Conditions:
In an hourly work agreement, the initial meeting with the customer will be conducted by SSW at no cost. Subsequent
meetings are considered as specification time and will be charged at the agreed rate. The minimum time chargeable for
on-site work is 2 (two) hours per person per visit. The minimum time chargeable for off-site work is 15 (fifteen) minutes
per person per request.
In some occasions it may be necessary to compromise by charging for the developer's time but not the project
manager's.
DealingWithClients/Pages/BillableTime.aspx
10 of 19 8/12/2011 9:25 AM
21. Meetings - Do you go to meetings prepared?
Before you attend a meeting you must come prepared with details about the client; meaning no unnecessary questions.
By unnecessary, I mean you should already have the answers to these questions. Extensive research is impressive to
clients.
So you are talking to a client about their ice cream chain?
How many outlets do you have?

Where is the main outlet?
Figure: Bad examples - you should already know the answers to these questions by use of research
tools such as the Internet
I noticed you have x amount of outlets, are you planning to open up more, when and where?
Which of your products contribute most to your gross profit?
How do most of your customers hear about you?
Do you have a customer loyalty program? Is it working?
Where are some of the biggest challenges / opportunities for you at the moment / in the future?
Figure: Good Examples

By asking questions, you show interest as well as initiating conversation - remember to get the customer talking.
Look for points of pain and build on them - if there's no pain it's hard to fix the problem properly.
DealingWithClients/Pages/MeetingsPrepared.aspx
22. Meetings - Do you ask clients the two important questions at the beginning of each meeting?
It is essential to clarify the purpose and time of meetings.

When you commence each meeting you should ask the following two questions:
1. What are the points you want to cover in this meeting?
2. How long will this meeting be?
By asking these two questions you define both the client's and your expectations from the meeting; eliminating one of
the factors which contribute to time-wastage.
DealingWithClients/Pages/TwoImportantQuestions.aspx
23. Meetings - Do you exchange names in meetings?
It is important to build a relationship of mutual respect with clients. A natural and simple way of doing this is through
exchange of names. You introduce yourself and give them a card and in response they introduce themselves (giving
details, including name and position, which you MUST ALWAYS remember).
DealingWithClients/Pages/ExchangeNames.aspx
24. Meetings - Do you listen more than you talk?
For meetings with clients, aim for a ratio of 70% to 30% - that is, 70% of the time the customer should be talking.
Remember the purpose of the meeting is to meet the client's needs. You can still convey your message to your clients by
adding to what they have to say, rather than presenting a prepared speech to them.
It's important to ask probing questions and then listen to the answers.
Client: We had a problem in China

You: What was the problem?
Figure: Good Example

DealingWithClients/Pages/ListenMoreThanTalk.aspx
25. Do you know the first thing to do when you come off client work?
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Here are the first things you should do EVERY time you come off client work:
1. Get a reference from the last client
It is a good way to check the client is happy
If your company is a Microsoft Gold Certified Partner, these references can lead to competencies such as Custom
Development Solutions and ISV/Software Solution
An example of what to say to the client is: "We are a Microsoft Gold Certified Partner and I would like to submit a
short description of the project to Microsoft, you will receive an email from Microsoft asking you to approve the
reference. How does that sound?"
We would also love a testimonial to add to our website. Would you be happy to give a testimonial for the work
we've done for you? Can you please email it to me?
2. The next thing to do is to call your last few clients. You should always be in contact with them at least every 6 months
Before the call always prepare.
Refresh your memory about the company, project and contact before calling (have a look at their website;
have a look at their competitors etc.)
Check the upcoming events (Check the calendar on the Home Page to see what's coming up)
Know the topic of the upcoming user group
Draft out some suggestions in an email (don't send yet)
Decide on what value-add opportunities you are going to offer them. Some examples:
A relevant and useful URL of an article
Mention something relevant to their project from a User Group presentation you saw
Maybe you can also invite them to a free Tech Breakfast
Maybe an upcoming User Group would be useful. It's a good place to have free training, and to build contacts
and socialize (lots of IT managers and developers). Email the User Group link
Ask them about their website. See if any work needs to be done - Mention the need for maintenance
Call and chat to them about the work you did with them. Ask how everything's going, and if the application was
successful
If yes - great, see what else you can do.
If not - then find out why (was it a technical issue, or the app not meeting the business needs) and offer to
improve it. You can offer them a free consultation with one of our account managers.
Take some notes on what they liked about the solution.
Always ask if they know of some other projects we could help them with, or if they know of anybody that may
need some software development gurus.
Send a follow up email
Send an " as per our conversation". Include some of your notes, a thank you for the time, and CC a project
manager. If they were interested in a consultation, then ask the project manager to follow up
Document the call date, and email subject line & results in the Notes field for the client in your corporate
database
DealingWithClients/Pages/FirstThingToDoAfterComeOffClientWork.aspx
26. Do you know what you should do when you come off billable work?
At a consulting company, billable work is always the first priority. When you finish all the client tasks assigned to you,
you should let your project manager know with your skills.
When you finish billable work, you should:
1. Speak with your project manager eg. "Do you have any more client tasks?"
2. Update your IM status and add "free" to the subject so the project manager can type "free" and see who is available.
3. Each Monday send
Subject: I'm Free
Text:
12 of 19 8/12/2011 9:25 AM
Hello Project Managers
My last project was xxxx

My skills are: windows forms, reporting services, and workflow
My profile is: xxxx

DealingWithClients/Pages/ComeOffBillableWork.aspx
27. Do you fix problems when alerted to them?
When someone brings to your attention that they are not happy with something, do you address the problem and not
ignore it? For example, if your boss tells you they are unhappy that you do not have a release plan for the development
you are working on, you should create a release plan right away. Do not ignore the problem as it will only escalate, fix it
now!
This is especially important if someone has followed you up. Try to get back to them as soon as possible with a response
as it shows you care about what they care about.
DealingWithClients/Pages/FixProblemsWhenAlertToThem.aspx
28. Do you always state your understanding or what you have already done to investigate a problem?
When you seek advice or help from another, firstly, you need to establish with them:
Your understanding and,

Methods you have previously attempted in order to resolve the problem
Tip: Be aware that you don't want to reply with http://lmgtfy.com/ :-)
How do you xxxx?
Figure: Bad Example - By not stating what you have previously attempted to resolve
the problem, the person you are seeking advice from may be wasting time if they
suggest methods you have already done.
I have searched Google but no luck... How do you xxxx?
Figure: Good Example - The person you are seeking advice from will not suggest for you to do the same
methods again and will look for other ways to resolve the issue.
Another rule that closely links to this can be found in RulestoBetterInstantMessenger.aspx
DealingWithClients/Pages/StateUnderstanding.aspx
29. Do you reliably deliver your tasks?
Some tasks are either time-critical or you give a promise to do them promptly. It's very important that these tasks are
given a high priority.
If you're not going to be able to deliver a task on-time, you should let the appropriate people know right away.
13 of 19 8/12/2011 9:25 AM
Figure: Some tasks are time critical, if you have agreed on something, and then notify the person when you know
you will miss the deadline.

DealingWithClients/Pages/ReliablyDeliverTasks.aspx
30. Do you enter detailed and accurate time sheets?
It is essential that a company keeps a record of how much time its employees are spending on billable and non-billable
work. This helps at invoicing time, and to make sure the clients see exactly where their time and money is being spent.
One of the primary responsibilities as a developer is to complete timesheets. See Rules to better timesheets for more.
DealingWithClients/Pages/DetailedAndAccurateTime.aspx
31. Do you always pencil in the next date on your last day at the client?
A common mistake for developers is to say "See you later, call me sometime next month".
On your last day of consulting with a client you should always book in the next date. Be aware of the main blockage
people get, which the client is saying "How about I check by calendar and get back to you?". And often this never
happens.
A better approach is to reduce the risk by:
saying that you are only pencilling it in and it can be cancelled, and
bringing some urgency (by saying your calendar fills up quick)
So try something like "My calendar fills up really quick, how about I pencil you in.... How about we say 2 weeks time?
Don't forget you can cancel it anytime."
14 of 19 8/12/2011 9:25 AM
Figure: Plan ahead at the end of your day eg. "How about we pencil in my next visit, say 2 weeks time?"

DealingWithClients/Pages/PencilIn.aspx
32. Do you plan the night before what you are doing the next day?
It's often easy to lose track of what you're doing, especially if you have a busy day full of meetings and rushing around,
it can often be easy to sign off and not think about tomorrow until you have to. But what if you're not coming in to the
office the next day? You might be booked in to work at a client site first thing in the morning.
For this reason, it's a good idea to end each day by having a quick glance at your calendar. If you're especially busy, it
can also be a good idea to have a paper printout of your week so you can look at your appointments in the car or on the
move.
DealingWithClients/Pages/PlanForNextDay.aspx
33. Do you let your client know when you work overtime and it is not charged?
At times we have to work overtime on a project and the client is not charged for the total hours worked. When this
occurs it is important to let the client know. If a client does not know, how can they be grateful? A happy client is
achieved in small bite sized steps. Informing the client of overtime that is not charged is just one of those small steps.
DealingWithClients/Pages/LetClientKnowWorkOT.aspx
34. Do you make sure you get brownie points?
People are not mind readers (unless they are telepathic!), so when you get good feedback from a client, make sure you
get the recognition for it. There is nothing wrong with getting brownie points for the work you have done and making
sure the boss at the client site and your manager know about it.
To: John Smith - CEO Qwerty Organization

CC: Adam Cogan - SSW Manager
From: Sophie Belle - SSW Developer
Subject: .NET Development Work for Qwerty Organization by SSW
John,
FYI - see next email. As you can see, I am loved :)
Regards,
Sophie Belle
www.ssw.com.au
To: Sophie Belle - SSW Developer
15 of 19 8/12/2011 9:25 AM
From: Amanda Panda - Programmer / Analyst Qwerty Organization

Subject: .NET Development Work for Qwerty Organization by SSW
Sophie,
Thanks for the latest release.
It is fantastic! Thank you for all your hard work and commitment to helping implement this
solution.
Regards,
Amanda Panda
Programmer / Analyst
Qwerty Organization
Figure: Developers, when you get good feedback from anyone at the client's company, forward their
comments onto the boss at the client's company and CC your manager.

DealingWithClients/Pages/BrowniePoints.aspx
35. Speaking - Do you speak in a positive language to clients?
A sentence can be phrased in many ways. It is important to use positive language when speaking to clients. Instead of
saying "I will NOT do X until you do Y", you can say "When you do Y, I will be happy to do X".
We will need your agreement on the mockup, and as soon as you are happy with it, we will develop it to the a
to change the mockup once made and you are happy with it.
Bad example
We will develop the report once you are happy with and have signed off the mockup.
Good example
DealingWithClients/Pages/PositiveLanguage.aspx
36. Do you build the client relationship by completing "Client Love" each week? (aka Customer Love)
Being a good developer is not enough. There are multiple factors that can
affect whether a project proceeds in a positive or a negative way. One
factor that can have a significant impact on a project is the relationship
between the developer and the client.
A great way of taking a small step each week is to do something on a more
personal basis for the client.
Each week give some love to your client. "Client Love", as I have seen,
varies a lot. Here are some things I have seen:
The developer notices that the topic of the upcoming SSW Tech
Breakfast is appropriate and rings the client to offer them a free ticket.
The developer sends them a SMS on the weekend saying... "I was just
thinking about your project and I think this might be a good idea?
The developer works back and gives a call on the way home to tell
them what they did extra in their own time.
The developer sends an IM with a link to a web article that would
interest them.
The developer buys the client their favourite coffee.
The developer talks and listens to the client about non work related
things. People generally love talking about themselves and appreciate
it when someone listens; most people don't take the time to listen.
Here are some examples I have seen:
How was your weekend?
16 of 19 8/12/2011 9:25 AM
What are you doing this weekend?

General talking about their family / remembering the names of their family members.
General talking about their hobbies.
The tasks don't have to cost anything. Free tasks are more thoughtful and show the client you are thinking about them.
Tasks should be completed whilst on client work. Once client work is completed, the developer should move onto the
Post Client Work rule.
Extra Reading: For some, the above comes naturally. For the rest of us, we highly recommend the book "How to Win
Friends and Influence People" written by Dale Carnegie. It is an easy read, the principles are easy to implement and will
not only change your client relationships but enhance all the relationships in your life for the better.
See Rules to Successful Sales Account Management
DealingWithClients/Pages/BuildClientLove.aspx
37. Do you contact your clients using IM/Windows Live Messenger?
Having your clients as Instant Messenger contacts can improve your efficiency in project work. You can get a fast
solution to road blocks and solve little problems quickly, as well as develop a better relationship!
Of course any important chats should be confirmed via email.
Hey Simon
I find having my clients available on Windows Live Messenger (Instant Messenger/MSN) is
extremely useful. Are you on Messenger? If so, can I please add you as a contact? I'll add the
above email address, let me know if you use a different one.
Cheers
Cameron Shaw
www.ssw.com.au
Figure: It's easy to get your clients on Instant Messenger, you only have to ask!
DealingWithClients/Pages/ContactClientViaMSN.aspx
38. Do you leave messages when your phone call is unanswered?
If you call a client or team member, and for some reasons he/she do not attend your call, then you MUST leave
messages to ensure a response.
Your messages must contain your name (firstname and lastname), purpose of calling, and your contact
number. Below ia a good messages example:
Hi Ms. Emma, this is Alvin Shen from SSW. I am calling to follow up our meeting yesterday
about your company website. Please return my call on 9953 3000. Thank you.
Confirm the voice message with an email.

There are several advantages leaving messages when your call is unanswered:
He/she may know who calls and be able to return your call.
If your message is urgent, he/she may return your call straight away (even though he/she is VERY busy).

DealingWithClients/Pages/LeaveMSG.aspx
39. Do you fix problems fast?
A problem, like a wound, gets worse the longer it remains untreated, so fix problems fast. Problems come in endless
contexts but here's how we deal with some specific examples:
1. Fix bugs first
2. Make client complaints a positive experience
17 of 19 8/12/2011 9:25 AM

DealingWithClients/Pages/FixProblemsQuickly.aspx
40. Do you try second time straight away when you are calling a client?
When you call a client, always try a second time straight away. Sometimes they are not at the phone, sometimes there
is a technical issue or some other reason, and you should try to call again to make sure you give the client enough time
to pick up your call.
DealingWithClients/Pages/TrySecondTime.aspx
41. Do you know how to get started with your Training?
Start the day on a good foot by asking:
The plan today is XXX?

What do you want to cover today?
What do you already know?
Do you want lectures/Hands on labs/mixture?
Let them There will be preparation time equal to the training time. i.e. 2 days training needs 2 days prep
DealingWithClients/Pages/GetStartedWithTraining.aspx
42. Do you put a record when you disagree with something?
When you disagree with something, you must put a record (email) and CC all the people involved, because:
1. Later down the track you can say: "I told you so" ;-)
2. People read it later, after they cooled down from the meeting, and see it as useful input
"I knew it before, Silverlight shouldn't be used for the Northwind project"
Bad example
"I disagree doing the Northwind Project in Silverlight, I recommend doing it in Flash, because ...."
Good example

DealingWithClients/Pages/PutARecordForDisagree.aspx
43. Do you know that it's bad to win the fight, but lose the customer?
The impulse to win an argument and prove that you are right can be a strong driving force, but it's important not to let it
take priority over keeping a good client.
If the client is unhappy or upset, it's more important to show empathy and demonstrate that you understand your
client's point of view, as it is more likely to win you future work.
Make sure you start a reply to an angry client with something like "I understand your frustration, and I think I can stop
this happening again".
At this point in time, you want to aim for a compromise, where each party meets the other somewhere in the middle.
DealingWithClients/Pages/NoWinTheFight.aspx
44. Do you know the numbers you give clients?
When working on an hourly basis, you can confuse clients when sometimes you try to talk about a few hours here and a
few hours here or there.
Simply things and just give them these 3 numbers:
$ Billed to date __$xx__(accurate on Tuesday)
18 of 19 8/12/2011 9:25 AM
Burndown Days Remaining __8__

Calendar Days Booked __4days x 2__
Next meeting (for Review and Retro)
Hi Andrew,
Please find the Burndown report below. I have looked at a few tasks with Zune and re-estimated them.
Product owner:Andrew
Scrum master:Paul
Team:Mark L,Zune,Tristan,Trevor
$ Billed to date:$20,000
Days remaining:(around 50 hours based on chart below)=7+days
Days booked in are 4 days x 2
ML and ZV - Mon 5th
ML and ZV - Tue 6th
ML and ZV - Mon 12th
ML and ZV - Tue 13th
Only the 14th we will
Move any remaining tasks to Sprint 4
Have a Review Meeting (show and tell) at 10am ?2 hours
Have a Retrospective Meeting at 12 noon ?2 hours
Have a Planning Meeting at 2pm
Please let us know if you have any questions or concerns.

DealingWithClients/Pages/NumbersGiveToClients.aspx
Acknowledgments
Adam Cogan
Ulysses Maclaren
Benefit from our knowledge and experience!

SSW is the industry leader in Custom Software Development, Software Auditing & Developer Training.
Call us on +61 2 9953 3000 or email us for a free consultation
What does it cost? I’m not in Australia. Can you still help?
19 of 19 8/12/2011 9:25 AM

Rules To Being Software Consultants - Dealing With Clients

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Rules to being Software Consultants - Dealing with Clients http://www.ssw.com.au/ssw/Standards/Rules/RulesToBeingSoftwareC...

Rules to being Software Consultants - Dealing with Clients

1. Do you prioritize your existing clients over prospective ones?

1. Do you prioritize your existing clients over prospective ones?

2. Do you always follow up your clients?

TIP Use http://www.followupthen.com/ for your follow up emails

Information about your company

Specification Review - billed:

See Rules to Successful Sales Account Management

*Note: Moved to http://sharepoint.ssw.com.au/Standards/Management/RulesToBeingSoftwareConsultants-

5. Do you offer Scrum Teams options for new projects?

6. Do you get paid for estimates?

*Note: Moved to http://sharepoint.ssw.com.au/Standards/Management/RulesToBeingSoftwareConsultants-

9. Do you correctly triage additional item requests?

All specification work to be conducted on a Time and Materials basis

*Note: Moved to http://sharepoint.ssw.com.au/Standards/Management/RulesToBeingSoftwareConsultants-

13. Do you know how to be pushy when you need to be?

As a consultant, it is important to realise that all of your time is valuable.

15. Do you always quote price + GST (Tax)?

It avoids any confusion as to whether GST is included.

If it was a quick 5 mins I would do it straight away... however I need to do a little

*Note: Moved to http://sharepoint.ssw.com.au/Standards/Management/RulesToBeingSoftwareConsultants-

Figure: Use the conference button

*Note: Moved to http://sharepoint.ssw.com.au/Standards/Management/RulesToBeingSoftwareConsultants-

18. Meetings - The way meetings should work

Office meetings often are ineffective, because:

There is a lot of discussion but no resulting "action items"

To ensure your meetings are productive and successful, you should:

Figure: Bad example - meeting with No Agenda

Figure: Good example - meeting with Agenda

Every Outlook appointment must have:

Figure - Message example

19. Meetings - Are you hospitable in client meetings at your office?

Figure: Bad example

20. Meetings - Are you clear about billable time in meetings?

21. Meetings - Do you go to meetings prepared?

How many outlets do you have?

Figure: Good Examples

It is essential to clarify the purpose and time of meetings.

23. Meetings - Do you exchange names in meetings?

24. Meetings - Do you listen more than you talk?

Client: We had a problem in China

Figure: Good Example

Subject: I'm Free

Hello Project Managers

My last project was xxxx

*Note: Moved to http://sharepoint.ssw.com.au/Standards/Management/RulesToBeingSoftwareConsultants-

27. Do you fix problems when alerted to them?

Your understanding and,

How do you xxxx?

I have searched Google but no luck... How do you xxxx?

29. Do you reliably deliver your tasks?

*Note: Moved to http://sharepoint.ssw.com.au/Standards/Management/RulesToBeingSoftwareConsultants-

30. Do you enter detailed and accurate time sheets?

*Note: Moved to http://sharepoint.ssw.com.au/Standards/Management/RulesToBeingSoftwareConsultants-

34. Do you make sure you get brownie points?

To: John Smith - CEO Qwerty Organization

To: Sophie Belle - SSW Developer

From: Amanda Panda - Programmer / Analyst Qwerty Organization

*Note: Moved to http://sharepoint.ssw.com.au/Standards/Management/RulesToBeingSoftwareConsultants-

35. Speaking - Do you speak in a positive language to clients?

What are you doing this weekend?

37. Do you contact your clients using IM/Windows Live Messenger?

$ Billed to date $xx(accurate on Tuesday)

Burndown Days Remaining 8