Lesson 14:

Work Ethics &

Client
Management
 Work Ethic
Issues

SHOW
IDEAS ARE YOU ARE YOU
OR PAY ORGANIZED? CONSISTENT?
FIRST?
 Work Ethics Issues

Fake Credentials

Disappearing Act
Bargain
Fraud
Time Waster

How often do you update?

 How often do you update?
Weekly Project Summary
Key Milestones
Weekly Accomplishments
Change Request History
Top Priorities (Coming Week)
Top Risk
Are you Are you
HAPPY with SATISFIED
my work? with my
work?
Handling Disputes and
Complaints

HANDLE IT PROFESSIONALLY
IDENTIFY THE SOURCE OF DISPUTE
RESOLVE IMMEDIATELY
FIGHT OR LET GO?
How to Resolve a
Client Dispute in
6 Steps
HANDLING DISPUTES AND COMPLAINTS

STEP 1: TAKE A DEEP BREATH

A simple rule of thumb when it comes to client disputes: never
reply to an email within an hour of receiving it.
Give yourself at least an hour to absorb the contents and process
any immediate emotions that might otherwise be directed at the
client in a rash response.Afford yourself at least a second or two
to take a deep breath.
HANDLING DISPUTES AND COMPLAINTS

STEP 2: ASSESS THE CLIENT’S ISSUE(S)

So take a moment to assess the client’s issue(s) from their
perspective.
Why are they unhappy? Is it your fault or theirs? If it is their fault,
why do they think it is your fault? Try to approach this situation
from an objective standpoint — pride will do you no good.
HANDLING DISPUTES AND COMPLAINTS

STEP 3: APOLOGIZE (IF YOU ARE IN THE WRONG)

If you are at fault you should take the opportunity to apologize while it still
seems reasonable to do so.
An apology serves as the foundation of resolution — in order to fix the problem
you must first acknowledge its cause.
Iit simply serves as a sign of your respect for the client and your willingness to
address and resolve the matter at hand.
I
HANDLING DISPUTES AND COMPLAINTS

STEP 4: SEEK RESOLUTION

The true resolution of a dispute for our purposes is to bring it to a
conclusion that best benefits your business. That might require an
acknowledgement of fault and an apology, an adjustment to the existing
agreement, the increase in your scope of work, or a parting of ways.
Whatever it may be, you must choose the appropriate outcome and work
towards it.
HANDLING DISPUTES AND COMPLAINTS

STEP 5: STICK TO THE SALIENT MATTER(S) AT HAND

You must not allow yourself to establish such an inefficient
and damaging pattern of behavior (even if your client does).
Your emails should be concise and relevant to the issue
that needs to be resolved.
HANDLING DISPUTES AND COMPLAINTS

STEP 6: CONCLUDE AND MOVE ON

it is important that disputes are always raised and
concluded to the satisfaction of both parties.
Have you experienced
any disputes from your
past employer
or work?