Posted by Jon Pentecost on Thu, Aug 27, 2009
Ever have a client that doesn't like to pay until they know every minute of the day that you worked? Ever wonder if there is a way to show them when there is a question about a dispatch, that they approved the work ahead of time? The answer is pre-approval. Simply send the client an E-mail requesting approval of a site visit and explain the work to be completed while on-site. If they deny the request, then they won't get the work done. If they do approve, you can go to them and say "I sent you an E-mail and here is your response saying you approved the time". This also helps with billing, as you can know ahead of the site visit how to bill the client (emergency hours, normal billing rate, after-hours rate, etc.).
Another thing that this helps with is if the client asks for additional items when on-site. A lot of times, while working in IT consulting services, there are the "Can you move this computer from here to there?" or "My E-mail isn't working right. Can you look at it?" questions when you are there. You can then point back to the E-mail and inform the client that looking at a non-functioning E-mail or moving a computer was not part of the original request and it took time to perform those requests, which is why it took longer than originally anticipated.
It is always best to have documentation on anything that is done and be able to reference later. If everything is done by word of mouth, it is a "he said, she said" scenario. If you have documented proof that the client approved the dispatch, a court of law will always side with you if they come saying "I didn't approve that" when you can prove by their E-mail that they did.
Posted by Andrew Neumann on Wed, Apr 22, 2009
There is no doubt that the world, these days, moves at the speed of light. Computers and hand held devices have put this world at our fingertips and the idea of instant gratification is almost an outdated concept. As a field engineer, a network administrator or a call desk technician we are continually working to ensure the security, accuracy and effectiveness of this information flow. As IT professionals, we are often deployed to resolve mission critical processes for our clients that need to be addressed immediately because the difference between the systems being ‘Up' or "Down' measures in the hundreds and thousands of dollars. So what do you do when it all goes wrong?? What tools are you carrying with you that will resolve the situation?? The best tool, I have found, is well with in ‘Ear Shot.'
The process of being able to effectively resolve a serious system meltdown begins well before the meltdown is even dreamt of. You may not realize it if your client interactions move at the same speed as the information travelling over the wire. If you so are fixated on proving your point to your client you will never notice how close this tool really is. Ask yourself, when is the last time you sat and LISTENED to what your client had to say?? By listen, I don't mean picking up on things that you want to hear, or have meaning to you; I mean genuinely listening to and having a conversation with your client about work, play or anything that they want to talk about. If you are like me, unless you force yourself to remain quiet, it has probably been a long time since you have listened intently and heard all of the information that a client was presenting to you. Beginning today, think about adjusting your approach.
I have had occasion to inherit clients, not just within the IT industry but in prior careers, that have been mishandled by my predecessors. I have felt the wrath of a client scorned by a peer that had not listened to or acted upon their requests. Though my initial reaction may have been to tuck tail and run for the hills. . .quickly, very quickly, I soon learned that the most effective method to quiet the storm was to offer my ear and listen to the client for however long about whatever topic. The initial bite of the conversation may have caused me unnecessary pain but the end result, a mutually beneficial and open business relationship, proved well worth the bite. I am not suggesting that you abandon your companies business practices and make every client interaction about what they did over the weekend at the barbeque, I am merely suggesting that the next time you are talking shop, keep your mouth closed until the client has completed their thoughts. You will never know what you missed if you are too busy interrupting, at least not until you see the door has been shut on that next big IT upgrade project and the opportunity given to someone else!