Aisyah from Laman7 Web Design Malaysia explained how she manages customer from hell. This was her slides at the Web Design Bersidai event.

1. Managing
$#!* Clients
Presentation by Aisyah Rozi

11. Who’s fault
is this?

12. ‘Who to blame’ is
not the question.

13. How do we
prevent this?
The better question is,

14. Work with
Good Clients
ONLY.

15. Web design since 16 years old.
- Foundation in Arts
- Bachelor in Environments (Architecture)
University of Melbourne, Australia
Aisyah Rozi
2.5 years
2.5 years

16. W Hotel,
Kuala Lumpur

17. Resort in Kemaman,
(Competition)

18. ANGSANA PENANG,
Teluk Bahang
RM 250M

19. ANGSANA PENANG,
Teluk Bahang
RM 250MTHE Hell
Project

20. ANGSANA PENANG,
Teluk Bahang
RM 250MTHE Hell
Project 1. 5 years in design
2. Complex layouts
3. Ambitious engineering
4. Endless technical issues
5. HORRIFYING working files
6. Fussy clients
7. Client’s ‘baby’ project

21. Managing Clients Expectations
Understanding What They Say
Managing Timeline & Resources
Testing Design Ideas (Quickly)
Work Scope Negotiations
2.5 years

22. Negotiations
Closing Clients
Project Management
Manage Resources
2.5 years

23. Do you
Project
Management?

24. WHY
Project
Management?
Satisfy Stakeholders
Achieve Project Goals
Stay On budget
Deliver On-Time
Manage Resources

25. How?
PMs do this by reducing
unknowns unknowns as
much as possible.
Proceed with
Caution & Use
Retainer Model
Scope-based work.
Low paying.
Proceed. Must
Win.
Outsource/ Agile
Clear
Unknown
Unknown Clear
Goal
Solution

26. How?
PMs do this by reducing
unknowns unknowns as
much as possible.
Proceed with
Caution & Use
Retainer Model
Scope-based work.
Low paying.
Proceed. Must
Win.
Outsource/ Agile
Clear
Unknown
Unknown Clear
Goal
Solution

27. When Does Project Management Starts?

28. Before
Getting The Right Client to
Work with
When Does Project Management Starts?

29. During
Working with Client
-HAPPILY
When Does Project Management Starts?

30. After
Continued Relationship
(Friends)
When Does Project Management Starts?

31. Before During After
Getting The Right Client to
Work with
Working with Client
-HAPPILY
Continued Relationship
(Friends)
When Does Project Management Starts?

32. Before During After
Getting The Right Client to
Work with
Working with Client
-HAPPILY
Continued Relationship
(Friends)
Before Starting Project

33. How to Find
Good Clients?

34. Be Who You
Want to Be,
Make Decisions
Finding Good Clients?
[Only] Attract
Your Dream
Clients
REJECT
Unwanted
Clients
1 2 3

35. Making Decisions
Decisions / Objections Details / Answers
Client Asks for
Discounts
Strictly no. Ask, is there something else that can
be exchanged? (Valuable to them, low cost to us.)
Minimum
Engagement.
RM 6,500.
What dictates our
pricing? Price the customer, not the scope.

36. Making Decisions
Decisions / Objections Details / Answers
Client Asks for
Discounts
Strictly no. Ask, is there something else that can
be exchanged? (Valuable to them, low cost to us.)
Minimum
Engagement.
RM 6,500.
What dictates our
pricing? Price the customer, not the scope.
BE FIRM

37. Attracting Dream Clients
Understand your
dream client,
be the one they need.

38. Reject Unwanted Clients
Decline if they are not
the right people you
want to work with.

39. Reject Unwanted Clients
Signs of Bad Client (any)
Lowballing
Rude
Demanding
Dishonesty
Overpromise (Sweet Talker)

40. Bad Deal is
No Deal
Commandment #1

41. Before Starting Project: Set Expectations
Let them know what
they are getting into.
Work Scopes, Processes, Revisions, Timeline, Communication
Channels, PIC, Meetings, Payment Milestones, ETC...

42. Make it
CRYSTAL
CLEAR

43. Before During After
Getting The Right Client to
Work with
Working with Client
-HAPPILY
Continued Relationship
(Friends)
Before Starting Project Upon project confirmation
(WO/PO/LOA)

44. Controlling Scopes
Document, Document,
Document.
Project Brief (Goals, Expected Outcome), Revisions control, Meeting
Notes & Minutes, Sign Off.

45. Controlling Scopes
Use Change
Management Process

46. Change Management Process
Change Request
PM Receive &
Document
Laman7 Evaluates
Impact & Risks
ImplementReject
Discussion with
Sponsor
low
Med/High
Or involves VO
Assign PIC
& Deadline
Via Email/ Chat Group /
Call/ Meeting
Client
Laman7
Variation Order
(VO) may apply

47. Underpromise,
Overdeliver.
Commandment #2

48. Remove Obstacles
Address Issues
Beforehand
Delays, Difficulties, Technical Issues,
Out-of-Scope-Requests, Known Risk Factors

49. Dealing with Conflict(or any requests you do not want to entertain)

50. Can you..
[Request]
That’s a bad
idea.
Client
You

51. Can you..
[Request]
That’s a bad
idea.
Client
You

52. Dealing With Conflict
Focus on the Solution.
(Mindset)
Do not be tempted to go into blaming game.

53. Watch out for
emotional cues.
TIPS
You get emotional, you lose.

54. Seek to Understand,
Then Be Understood
Commandment #3

55. Dealing With Conflict
1. Understand The Client POV
WHO
Says
What
In Which
Channel
To
Whom
With
What
Effect
Communicator
Message Medium
Receiver Effect

56. Dealing With Conflict
2. Mirroring
Repeat key words

57. Dealing With Conflict
3. Show Empathy using Label
It seems like _____________ (situation) is making you feel _________________(their
emotion).

58. Dealing With Conflict
4. Create Reversed Empathy
Tell them your current situation and how you cannot afford it.
Avoid being accusational/blame the person.

59. Dealing With Conflict
5. Ask Calibrated Question
E.g. 1: How do you think I’m supposed to do that? (Open ended)

60. Dealing With Conflict
6. OR Ask for Alternative Solution.
E.g. 2: How about we do this __________________? (Then state reason based on
previous observation).

61. Role Play

62. I know we
revised a lot, but
I promise this is
the last one. I
just need...
A revision?
Client
You

63. Can you
1…..
2…..
3….
Oh…
(mirroring)
(mirroring)
Client
You

64. (silence….)
Client
You

65. (silence….)
Client
You
I just worry my
website will look
tacky. Is it tacky?

66. It seems like you are
concerned that your
branding is going to
look cheap
Client
You
That’s right

67. We have gone through
revisions more than what
was quoted, and I can see
how important these
changes are to you…
You
Client

68. We are close to the
agreed deadline, and
I’m moving on to a new
project soon.
So, how can I afford to
do these additional
revisions?
You
Client

69. Can I pay you to get
these revisions
done?
Client
You
Yes, that works

70. Can I pay you to get
these revisions
done?
Client
You
Yes, that works

71. Before During After
Getting The Right Client to
Work with
Working with Client
-HAPPILY
Continued Relationship
(Friends)
Project Delivery

72. Do:
End it Well
Deliver good work
Good terms with client
Establish friendship (keep in touch)

73. Do:
Ask for Feedback
What we did right?
What we didn’t do well?
Any feedback for improvement?

74. Do:
Project Post-Mortem
What worked?
What didn’t work?
What you can do better?
What can you learn?

75. Scen-
arios

76. Clients with no
boundaries.
Eh, you free tak
sekarang? I call
bole? (10pm)

77. Clients with no
boundaries.
Respond, but don’t reply.
Or just wait next morning.

78. Endless Revisions
Nak mintak ubah
sikit je lagi...

79. Endless Revisions
Document, Document, Document.
Always use Change Management process.

80. Meetings, Oh Meetings.
Kita meeting jap
boleh? 15 minit je kt
office I.

81. Meetings, Oh Meetings.
Charge more for PM
Set Expectations

82. Master-Slave Syndrome.
(Disrespectful)
Siapa yg bayar ni?
Ikut je la apa saya
cakap.

83. Master-Slave Syndrome.
Terminate.
(Disrespectful)

84. Oversimplified.
Benda ni simple je.
Kejap je you buat.
Anak saya pon tahu.

85. Oversimplified.
Deflect & reflect.
Say No without Saying ‘No’.

86. Ques-
tions?