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|Friday, August 09, 2013|
BY TOM COX | BUSINESS TIPS CONTRIBUTOR
Joan was tearing out her hair. Her client was driving her nuts.
Every project with this client, it was some variation on the same thing — they took forever to approve anything, and then expected next-day turnaround from Joan’s team. Other times, in the middle of important discussions, they would just go silent, like a submarine avoiding the enemy.
When Joan tried to discuss the delays, or suggested charging a rush fee, the client would wig out.
I hear this a lot with my project-based clients — be they engineering firms, software, creative, construction, whatever.
And in a recent analysis of causes of how projects lose money, a few key drivers emerged as causing 80% of losses — the most common being client communications failures.
Why We Suffer
We allow projects to drift and run late for several reasons:
Unfortunately, these rarely have the desired effect. Clients push because they are trying to get as much ‘free stuff’ as we’ll give them — and they won’t know how much we’ll give until we stop. It’s our job to set firm boundaries.
What We can Do
For Joan, we actually counted all the ways projects got side-tracked or became “un-smooth.” (A correctly estimated “smooth” project makes money. An un-smooth project nearly always loses money.) We found that 83% of the problems were caused by this same trio:
For that client we devised what I now call the “TWIST Memo” — it worked for Joan and it very well might work for you.
The TWIST Memo
A TWIST Memo is a standard email you send to your client at least once a week in which you communicate with extreme clarity. This clarity leaves neither party any room to hide. It drives projects forward.
Here’s how to write a TWIST Memo.
Before you Begin
When you on-board your client or start your next project or re-launch a struggling project, introduce the TWIST Memo. Explain that you will regularly send them emails of this format. Explain that you’re doing it in order to make the project work. Show them an example.
This on-boarding of the client regarding TWIST memos makes it easier to follow through. Real accountability (not blame) is always front-loaded. (For a free assessment of your firm’s true level of accountability, click here.)
The TWIST Memo has five parts.
T = Thing I Need
In the first part you state exactly what you need — a decision, an approval, a marked up sheet, some text, whatever it is. Be super-clear on what you need.
Example: “I need you to send me back your choice of which of the attached three images we should use on the promotions page.”
W = When I Need It
Here you state the exact deadline, including the date, time, and even the Time Zone.
Example: “This decision needs to be in our hands no later than 3 PM on Friday of this week, 8/9.”
I = Impact of Missing It
Here you tell the client what happens if the deadline is missed.
Example: “If we don’t get your decision by then and you ask for an extension, the web page will launch late, or you’ll be charged a rush fee of $500.”
S = Silence Means What
Sometimes clients just go silent. They don’t approve anything, and they don’t tell you they’ll be late. In this section we handle that case explicitly by stating what exactly you will interpret their silence to mean.
Example: “If I don’t hear anything from you by the deadline and you don’t ask for an extension, I will select the image that I think is the best fit to the campaign theme, and we’ll move forward with it.”
T = Thank you
End by sincerely thanking the client. It’s short, and you must always include it.
Example: “Thank you for your business. We all appreciate your confidence in us.”
Moral of the Story
Clients will live up or down to your expectations.
For Joan, the drive to make every project be “smooth” led to a quadrupling of profitability. Meanwhile, stress and burnout went down.
Instead of letting your project get tangled and delayed, use a simple TWIST to keep things straight.
Tom Cox is a Beaverton consultant, author and speaker. He coaches CEOs on how to boost performance by building workplace trust.
Wednesday, August 19, 2015
BY LINDA WESTON
In 1996, after a 17-year career in the destination marketing industry, where I gained national standing as the CEO of the Convention & Visitors Association of Lane County, I was recruited by the founders of a new professional basketball league for women. The American Basketball League (ABL) hoped to leverage the success of the 1996 USA women’s national team at the Atlanta Olympics — much like USA Soccer is now leveraging the U.S. Women’s National Team’s victory in the World Cup. The ABL wanted a team in Portland, and they wanted me to be its general manager.
Friday, August 21, 2015
Renee Spears, founder and owner of Portland-based Rose City Mortgage, is hot to trot to sell pot.
Monday, July 13, 2015
BY JACOB PALMER
Holding a Power Lunch at Veritable Quandary in downtown Portland.
Wednesday, August 05, 2015
BY KEN MAES
A huge migration from Northern California has contributed to average 16% growth per year since 1990.
Monday, July 13, 2015
BY JACOB PALMER
Dean of the Atkinson Graduate School of Management, Willamette University
Tuesday, July 28, 2015
BY JASON NORRIS
Uncertainty in Greece and China, along with potential interest rate hikes mean investors are looking at the market and nervously questioning where they should be invested.
Monday, August 03, 2015
BY KIM MOORE | RESEARCH EDITOR
Pushing the extreme.
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Transforming the culture of Oregon’s educational leadership.
The Board dismissed a petition related to efforts to unionize the Northwestern University football team.
Every once in a while we receive a letter in the (fictional) mailbag that is tough to describe and quite compelling. This week, Isabel, the new HR manager at LabCo (and someone who is new to HR), wants to know whether she may fire the owner’s son for having an Oregon medical marijuana card. In passing, Isabel also makes a number of alarming admissions about her motivation. Here is Isabel’s nerve-racking question and our response to it.
Oregon Sick Leave is here, and changes to the federal white-collar worker regulations are on the way. This workshop will prepare you for both. We invite you to participate in an interactive discussion on how to start planning now for the future impact on your operations and finances.
Presented by OEN + CENTRL + YESpdx.
This Roundtable will cover numerous issues under the employer "shared responsibility" rules of the Affordable Care Act, including how to track the "full-time" status of variable-hour employees, temporary or seasonal employees, and employees who experience a change in status or a break in service. Additionally, we will provide a brief overview of Code sections 6055 and 6056, which require most mid-sized and large employers to submit their first information reports to the IRS in early 2016 regarding the health insurance coverage being offered to employees. We invite you to participate in an interactive discussion on how to prepare for the future impact of the shared responsibility rules on your operations and finances.