You killed my dream
Inspired by communicating with the customer service coach.
His name is Sergey Serova. For contacts to me.
How comes the customer
The client comes to the studio with his plans. It is far from the web, but close to its subject. He wants the thing that he needs. He has his own ideas.
How is he met?
He is greeted with a slight sense of superiority. Immediately before the client’s visit, the manager with the designer, giggling, read freshly on “Hell Customers” sites. All morning they polished the layout and thought about transparent png in IE6.
What does the customer say
What does the manager feel?
What does the manager think?
What does the manager say
What does the client feel
What the client thinks
What does the customer say
')
The conversation of the deaf with the blind ends with the signing of the contract. After all, they said "do not worry." Lottotron is running, a ticket with the result will be pulled out soon.
The client will be shocked by how the site looks, will forget all previously known meanings of the word “rubber”, will poke at Kmsk's own design at night, and will try to read TK for the hundredth time. Understand that all the same designers are very cool. He learns that there are many paid services that he seems to need, but did not immediately say about them. It seems inexpensive, but unpleasant.
The customer will pay, but the sense of inferiority will increase.
A manager with a designer will post a couple of quotes on funny websites, beg for payment, make scary eyes during a conversation with a client on the phone and sigh languidly. The client will remain in their memory good-natured stupid. Not evil in general, but stupid. "Oh, our people are dark."
The next client will again be told the magic words:
And the client killed the dream
He came for a short simple service. He did not want to learn, he wanted a cool useful thing.
No person would want to be listened to, spoke in an incomprehensible language, made an idiot and demanded to pay for work on the basis of a piece of paper.
After all, talking with a client in his language is another service.
His name is Sergey Serova. For contacts to me.
How comes the customer
The client comes to the studio with his plans. It is far from the web, but close to its subject. He wants the thing that he needs. He has his own ideas.
How is he met?
He is greeted with a slight sense of superiority. Immediately before the client’s visit, the manager with the designer, giggling, read freshly on “Hell Customers” sites. All morning they polished the layout and thought about transparent png in IE6.
What does the customer say
I want a beautiful website and that there are banners, and in Yandex right away on the first line, and here I also saw classmates there a flash game.
And of course with a twist.
And I also need to write down the tags, I was here at the conference, they were talking about titles and tags.
What does the manager feel?
Here is an idiot God sent again ...
What does the manager think?
that we do not know, it is unreliable, 5 banners on the main one are trash, but we can do this, schA I will explain everything to him, let him not flinch and take what he has.
What does the manager say
Well, first we will do the design. In the design you want it to be:
nice with illustrations or vice versa just vebdvanol style?
Here we will not do banners, so now they do not. Flash game on your site is not needed, people play to go to other sites. We will do internal optimization, and promotion is a separate service. Kms we have our own, so do not worry.
What does the client feel
This pimple keeps me an idiot. Okay tolerate
What the client thinks
I don't understand anything. It can be seen very professional guys, earring in the ear even. This is a designer, I saw this on TV. You need to ask him in Photoshop what sites they do or how
What does the customer say
Well, show me what you did. Yes, beautiful, yes ... But tell me, will I have a catalog on the site? And orders immediately with payment in 1C go?
')
The conversation of the deaf with the blind ends with the signing of the contract. After all, they said "do not worry." Lottotron is running, a ticket with the result will be pulled out soon.
The client will be shocked by how the site looks, will forget all previously known meanings of the word “rubber”, will poke at Kmsk's own design at night, and will try to read TK for the hundredth time. Understand that all the same designers are very cool. He learns that there are many paid services that he seems to need, but did not immediately say about them. It seems inexpensive, but unpleasant.
The customer will pay, but the sense of inferiority will increase.
A manager with a designer will post a couple of quotes on funny websites, beg for payment, make scary eyes during a conversation with a client on the phone and sigh languidly. The client will remain in their memory good-natured stupid. Not evil in general, but stupid. "Oh, our people are dark."
The next client will again be told the magic words:
so now they don’t do it, design, optimization, hosting, another service, webdvanol, this is you
did not order
And the client killed the dream
He came for a short simple service. He did not want to learn, he wanted a cool useful thing.
No person would want to be listened to, spoke in an incomprehensible language, made an idiot and demanded to pay for work on the basis of a piece of paper.
After all, talking with a client in his language is another service.
Source: https://habr.com/ru/post/118199/
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