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|Topic |Presenter |Summary |Duration|Tags |Transcript |Certification Quiz |
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|Client Expectations|Philip Ganoe|This video gives you a good idea of how the sales team handles client expectations from the incoming leads to onboarding. #Onboarding, #ClarityNewHire, #Training|56:13 |#ClaritySales |ClientExpectations_Training_AutoGeneratedCaption.txt|Onboarding: Client Expectations|
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| | | | |#Onboarding, #NewHireOnboarding, #ClarityNewHire, #ClientExpectations| | |
+-------------------+------------+-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+--------+----------------------------------------------------------------------+---------------------------------------------------------------------------------------------------------------------------------------------------------+-----------------------------------------------------------------------------------------------------------+00:00:04.970 --> 00:00:08.710 - Is this one was kind of labeled expectations? UM, in 00:00:08.710 --> 00:00:13.198 - best practices, so I'll look to kind of stick to that area 00:00:13.198 --> 00:00:17.686 - with what we're going to talk about. But you know now that 00:00:17.686 --> 00:00:22.548 - you have been able to have some time with Ron and what he 00:00:22.548 --> 00:00:27.410 - does. Basically he and I what we do have Jeremy as well now. 00:00:28.660 --> 00:00:32.152 - 'cause you know is working with the business development 00:00:32.152 --> 00:00:37.196 - specifically so he he does chase down a little more of the cold 00:00:37.196 --> 00:00:41.852 - stuff for us. You know, like site visitors that hit the site. 00:00:43.450 --> 00:00:46.728 - Record their IP pretty much figure out who they are and 00:00:46.728 --> 00:00:50.602 - then we you know. Just reach out to him, say. Did you find 00:00:50.602 --> 00:00:53.880 - everything you needed and stuff like that so we do have 00:00:53.880 --> 00:00:56.860 - that piece going on as well as some marketing campaigns 00:00:56.860 --> 00:00:58.350 - and things that he's doing. 00:00:59.740 --> 00:01:05.662 - Past that, for the most part, so Ron and I pretty much take the 00:01:05.662 --> 00:01:11.584 - leads that come in and uh, and go all the way through to on 00:01:11.584 --> 00:01:17.083 - boarding it to the team. Iran's main piece really is kind of the 00:01:17.083 --> 00:01:21.736 - the technical sales person, so he really kind of runs the 00:01:21.736 --> 00:01:27.658 - demos. Yeah, so I will take a lead when it comes in. I'm going 00:01:27.658 --> 00:01:29.773 - to reach out to them. 00:01:29.860 --> 00:01:34.018 - An my job initially is to figure out whether it's going 00:01:34.018 --> 00:01:38.932 - to be a good fit for us or not OK, and um, that 00:01:38.932 --> 00:01:43.090 - obviously is the usual stuff like you know, do I think 00:01:43.090 --> 00:01:46.870 - they have budget? Does their project, you know, is it 00:01:46.870 --> 00:01:52.540 - going to be noise or is it is it? Is it really going to fit 00:01:52.540 --> 00:01:53.674 - what we do? 00:01:55.020 --> 00:01:58.950 - No 'cause? Uh, that's that's kind of an important piece 00:01:58.950 --> 00:02:03.666 - to the one thing I don't want to do is bring on 00:02:03.666 --> 00:02:07.596 - something that is just going to cause issues with the 00:02:07.596 --> 00:02:11.133 - team. And, um, whether that's it's. It's a project 00:02:11.133 --> 00:02:14.670 - that really isn't in our wheelhouse. Or perhaps it 00:02:14.670 --> 00:02:18.600 - seems like it's going to be somebody who possibly isn't 00:02:18.600 --> 00:02:20.172 - easy to work with. 00:02:21.330 --> 00:02:25.170 - Or there can be all kinds of little things and and nuances 00:02:25.170 --> 00:02:29.970 - that I look for and I try to to find out initially when I'm when 00:02:29.970 --> 00:02:33.810 - I'm talking to him, I get a sense of what the whole 00:02:33.810 --> 00:02:39.610 - situation is. And so you know, I basically kind of dissect what 00:02:39.610 --> 00:02:42.256 - they're doing. Um, I do not. 00:02:42.830 --> 00:02:46.187 - Technically have any kind of a developers background. UM, 00:02:46.187 --> 00:02:50.663 - I, I just for fun on the side. Have over the years, 00:02:50.663 --> 00:02:54.766 - build sites and stuff like that, but for the most part, 00:02:54.766 --> 00:02:56.631 - I'm not a true developer. 00:02:57.740 --> 00:03:01.925 - Even though I do like to learn so I you know, I do pick things 00:03:01.925 --> 00:03:04.157 - up in and, uh, you know I can, 00:03:04.157 --> 00:03:09.592 - you know? Talk to, you, know, a certain amount of things, uh, so 00:03:09.592 --> 00:03:14.940 - past that what I do is see what the, uh, see what the project 00:03:14.940 --> 00:03:19.142 - is. See if they might have budget. If everything looks to 00:03:19.142 --> 00:03:25.254 - be a fit, then I'm going to flip it to a demo. And so I'll just 00:03:25.254 --> 00:03:30.220 - say we're going to set that up for going to go through your 00:03:30.220 --> 00:03:34.040 - scope. We're going to figure out what exactly you are. 00:03:35.050 --> 00:03:38.858 - What exactly your requirements are and from there? 00:03:39.430 --> 00:03:42.274 - We're going to take that information and we're going 00:03:42.274 --> 00:03:45.434 - to look to push it to actually giving you some 00:03:45.434 --> 00:03:46.066 - detailed estimates. 00:03:47.650 --> 00:03:48.290 - So. 00:03:49.310 --> 00:03:54.420 - From there, so we're just going to kind of pick up from there an 00:03:54.420 --> 00:03:59.165 - Ann look to talk. Kind of from that process going on. So we 00:03:59.165 --> 00:04:03.545 - were, uh, we're going to set up that demo call, and that's 00:04:03.545 --> 00:04:08.290 - really the point where so Ron will come in and he will run. 00:04:08.290 --> 00:04:11.940 - Those calls were really gonna in heavy detail revu there. 00:04:12.520 --> 00:04:17.360 - Requirements and roll through the scenario. Um, Ron will look 00:04:17.360 --> 00:04:22.684 - to a post. You know various questions asking him. Have you 00:04:22.684 --> 00:04:27.040 - thought through this process? Have you thought through that 00:04:27.040 --> 00:04:33.332 - process and we do truly try to uncover as much as we can? 00:04:34.370 --> 00:04:38.429 - On that front process, so we're definitely not just sprang some 00:04:38.429 --> 00:04:42.119 - estimates out there and Anna throwing into the team. That's 00:04:42.119 --> 00:04:44.702 - not our style at all, and in 00:04:44.702 --> 00:04:49.060 - fact. Sometimes we are probably so honest that we lose deals. 00:04:51.880 --> 00:04:57.424 - But we're just not going to say it's 80 grain an it's really 200 00:04:57.424 --> 00:05:02.176 - you know, or 150. You know it's obviously projects do tend to 00:05:02.176 --> 00:05:07.324 - maybe go over a bit, but that's not necessarily always on us. A 00:05:07.324 --> 00:05:12.472 - lot of times the client just in the process is going to figure 00:05:12.472 --> 00:05:14.452 - stuff out right, yes, but. 00:05:15.790 --> 00:05:22.330 - So you know we we do try to look at that and kind of lock 00:05:22.330 --> 00:05:27.562 - down on their scope as best as possible and come in from 00:05:27.562 --> 00:05:32.358 - that. We take some heavy notes on that call. We do 00:05:32.358 --> 00:05:36.718 - actually take those. Com notes an we will store those 00:05:36.718 --> 00:05:41.078 - within the uh, at that time the client proposed folder 00:05:41.078 --> 00:05:42.386 - and that one. 00:05:44.170 --> 00:05:46.711 - That one will stay there, so it's a nice thing if. 00:05:47.630 --> 00:05:51.270 - You know, as we start to on board it to the team, you 00:05:51.270 --> 00:05:54.350 - actually do have those full nodes. If we do some call 00:05:54.350 --> 00:05:57.150 - recordings, we also have that in a folder for recordings, 00:05:57.150 --> 00:06:00.790 - so you'll have all that kind of stuff and so at least the 00:06:00.790 --> 00:06:01.910 - PMS and such can. 00:06:03.540 --> 00:06:05.650 - Really review all that information. 00:06:06.680 --> 00:06:11.201 - So it's really, it's, uh, definitely kind of helps on the 00:06:11.201 --> 00:06:16.544 - on boarding as well, so we take those heavy notes, Uh, and then 00:06:16.544 --> 00:06:22.298 - ran from there is going to look to create that scope out. So we 00:06:22.298 --> 00:06:28.052 - start in what, uh? What we use is a I'm going to guess that 00:06:28.052 --> 00:06:30.929 - Ron probably already showed you this yesterday. 00:06:31.980 --> 00:06:39.316 - Uh, no, so the This is where we start. And this is, uh, this 00:06:39.316 --> 00:06:41.936 - is our initial project estimates 00:06:41.936 --> 00:06:45.822 - worksheet. Now honestly alot of 00:06:45.822 --> 00:06:53.136 - people just. Love this and they don't want me to put it in a 00:06:53.136 --> 00:06:59.058 - nice pretty proposal, but a lot of times what happens is or or a 00:06:59.058 --> 00:07:04.980 - number of times we will start here and we as you can see we 00:07:04.980 --> 00:07:07.095 - line item everything out that. 00:07:07.900 --> 00:07:13.581 - Is going to make up? That's gonna you know be the full scope 00:07:13.581 --> 00:07:19.699 - of the project. So we are doing every bit of the tasks that we 00:07:19.699 --> 00:07:24.069 - believe it's going to take to actually complete the project. 00:07:24.880 --> 00:07:30.690 - An as many as we've done. I can run and I obviously have been 00:07:30.690 --> 00:07:35.670 - here for many years and have been involved in in many many, 00:07:35.670 --> 00:07:41.065 - many projects as well as I don't even know the number that we've 00:07:41.065 --> 00:07:45.630 - proposed for people. So we've gotten pretty good at this, and, 00:07:45.630 --> 00:07:49.365 - uh, where usually fairly confident, you know. Uhm, in, 00:07:49.365 --> 00:07:53.515 - uh, what we're what we're going out on these projects. 00:07:54.390 --> 00:07:59.444 - But we do try to as you see, be fairly detailed in what we're 00:07:59.444 --> 00:08:04.498 - doing and get a true scope. So what we do is we take this. 00:08:05.160 --> 00:08:10.750 - We actually build this out and then I will reach back out to 00:08:10.750 --> 00:08:15.976 - them. Usually we take about, you know, uh, two to three days to 00:08:15.976 --> 00:08:21.271 - get this done. And then, uh, I will reach out to him an I will 00:08:21.271 --> 00:08:23.389 - set up in estimates review call. 00:08:24.220 --> 00:08:28.279 - And for that estimates review call, I'm just saying hey look, 00:08:28.279 --> 00:08:33.814 - um Mike, we want to jump in on a call we built out the initial 00:08:33.814 --> 00:08:38.242 - scope, but we want to roll through the line items with you 00:08:38.242 --> 00:08:42.670 - and sure this meets your vision and is what you're looking for. 00:08:42.670 --> 00:08:46.729 - So we're going to answer all your questions and from that 00:08:46.729 --> 00:08:50.419 - feedback we're going to look to actually make any adjustments 00:08:50.419 --> 00:08:54.478 - that that may be necessary to even lock it in further. 00:08:55.370 --> 00:08:58.980 - And from that we're going to go ahead and, uh. 00:08:59.770 --> 00:09:03.334 - Have that called. We're gonna get a very good sense really. 00:09:03.334 --> 00:09:06.898 - From that point of whether it's a real deal or not. 00:09:08.140 --> 00:09:13.223 - An 'cause even though on that initial call we do try to drop 00:09:13.223 --> 00:09:15.178 - numbers and actually on my 00:09:15.178 --> 00:09:19.474 - initial call. Um, sometimes he'll email communication just 00:09:19.474 --> 00:09:25.042 - depending on the the person and how they respond. Yeah, but the 00:09:25.042 --> 00:09:31.074 - uhm, you know, I'm I'm going to really kind of talk to some 00:09:31.074 --> 00:09:37.908 - numbers and. While I do want to get them into a demo cost so we 00:09:37.908 --> 00:09:42.926 - can establish that value at the same time I don't want to bring 00:09:42.926 --> 00:09:47.944 - something in where a guy thinks it's gonna be 5 grand and it's 00:09:47.944 --> 00:09:53.734 - really 80 grant. Yeah, so you know. So I what I tend to do is 00:09:53.734 --> 00:09:57.980 - our base price on like our E Commerce implementation is about 00:09:57.980 --> 00:09:59.910 - 30 gram. That is, uh. 00:10:00.460 --> 00:10:05.465 - If we're standing up a store you know not really any 00:10:05.465 --> 00:10:10.470 - customizations going on, uh, it's just going to be an upfront 00:10:10.470 --> 00:10:15.475 - discovery up a standard design and we're going to build that 00:10:15.475 --> 00:10:21.845 - out. We're going to QA it. We're going to go live with it, and 00:10:21.845 --> 00:10:26.395 - that pretty much would be about 30 grand e-commerce store. 00:10:27.420 --> 00:10:28.320 - Um? 00:10:29.400 --> 00:10:33.638 - So what I typically do is I kinda take the base stuff. Now 00:10:33.638 --> 00:10:38.854 - if the guy comes to me and he's like I need a store, but I also 00:10:38.854 --> 00:10:42.766 - need an auction piece to it an I'm gonna need some drop 00:10:42.766 --> 00:10:47.004 - shipping on this piece of it and I need to just getting all 00:10:47.004 --> 00:10:50.989 - crazy. I'm going to then go OK. Well, let's see. That's another 00:10:50.989 --> 00:10:54.058 - 10 grand. That's another 20 grand. That's another 30, so I 00:10:54.058 --> 00:10:58.243 - will bump it up so I don't just say yeah, it starts at 30 grand 00:10:58.243 --> 00:11:02.149 - if I think the guys gonna be at like 80. But I might say 00:11:02.149 --> 00:11:05.497 - listen, I think you sound like you could be around that like 00:11:05.497 --> 00:11:09.403 - 40 to 60 area. So I just try not to scare them away, yeah. 00:11:11.070 --> 00:11:17.258 - So I kind of give more base numbers, uh, to to to move them 00:11:17.258 --> 00:11:23.446 - to that demo. Uhm, and an really just kind of bring him in so 00:11:23.446 --> 00:11:28.308 - they can learn more of why our architecture really has certain 00:11:28.308 --> 00:11:33.170 - things over other products out there. And so from that point 00:11:33.170 --> 00:11:38.916 - which we do up front, a stab Lising that as well, which I 00:11:38.916 --> 00:11:41.126 - didn't really touch on, but. 00:11:41.560 --> 00:11:46.213 - Um, we do. Have you know certain things about our architecture? 00:11:46.213 --> 00:11:51.289 - That's slightly different, and, um, the main piece of it is that 00:11:51.289 --> 00:11:55.519 - are the way that our architecture was billed as it's 00:11:55.519 --> 00:11:56.788 - really gonna modular. 00:11:58.350 --> 00:12:03.762 - Architecture where we can just plug in these, uh, these varying 00:12:03.762 --> 00:12:08.190 - functionality pieces. So there's dashboards. There's a check out 00:12:08.190 --> 00:12:13.110 - there is reporting you know. So there's all these different 00:12:13.110 --> 00:12:18.522 - functionality pieces that we can just plug in like Legos and. 00:12:19.440 --> 00:12:23.653 - That way we can give the client whatever they're looking for 00:12:23.653 --> 00:12:28.249 - with our legos that fit to their specific project. And then the 00:12:28.249 --> 00:12:32.462 - beautiful thing about the architecture is if they all of a 00:12:32.462 --> 00:12:37.058 - sudden a year or two later come back to us and say. 00:12:37.760 --> 00:12:44.315 - Oh Man, I need to add a you know, a bar code scanning in the 00:12:44.315 --> 00:12:49.559 - in shipping. Uhm and we just didn't have it. You know that 00:12:49.559 --> 00:12:53.929 - would be something we could actually build that module out 00:12:53.929 --> 00:12:58.299 - for them and just plug it into their existing store. 00:12:59.890 --> 00:13:04.030 - It allows us to be able to say listen, unlike a product 00:13:04.030 --> 00:13:08.170 - out there like a Shopify or or you know many other big 00:13:08.170 --> 00:13:11.275 - comma, all kinds other products that are out there. 00:13:12.580 --> 00:13:16.551 - They mainly do what they do, so especially the sass models, 00:13:16.551 --> 00:13:20.161 - those system as a service. Models definitely do what they 00:13:20.161 --> 00:13:23.771 - do. There is some minor customizations, but for the most 00:13:23.771 --> 00:13:27.742 - part you're getting them and they better just do what they're 00:13:27.742 --> 00:13:31.352 - gonna do and and cover all your business processes because 00:13:31.352 --> 00:13:32.796 - that's what you're getting. 00:13:34.000 --> 00:13:36.640 - And it's rare that you're really going to be able to 00:13:36.640 --> 00:13:39.040 - find any kind of, uh, you know other additional things 00:13:39.040 --> 00:13:40.480 - that you can plug into it. 00:13:42.040 --> 00:13:46.080 - For Real functionality additions, anyway, so that is 00:13:46.080 --> 00:13:52.140 - something where it allows us, and that's kind of the play that 00:13:52.140 --> 00:13:57.695 - we have. So you'll you know you'll find that our projects 00:13:57.695 --> 00:14:03.250 - tend to be slightly customized, and that's what draws people to 00:14:03.250 --> 00:14:09.310 - our E Commerce platform is the fact that they can customize to 00:14:09.310 --> 00:14:10.825 - their specific business 00:14:10.825 --> 00:14:15.961 - processes. Or user experience that they might need for their 00:14:15.961 --> 00:14:20.251 - for their business, and that's what makes our our architecture 00:14:20.251 --> 00:14:25.399 - quite a bit better than some of those other products out there. 00:14:25.399 --> 00:14:30.547 - And it's just very expandable and allows them to do any kind 00:14:30.547 --> 00:14:32.692 - of custom workflows that they 00:14:32.692 --> 00:14:36.937 - might need. So from there, um, we you know, obviously establish 00:14:36.937 --> 00:14:41.006 - all of that. But we're going to really look to get them into 00:14:41.006 --> 00:14:45.075 - that demo phase to really add the value and show them some of 00:14:45.075 --> 00:14:46.953 - the really cool things that we 00:14:46.953 --> 00:14:52.586 - can do. And from there, if you know I've said its 40th 60 and 00:14:52.586 --> 00:14:58.031 - we get on the call and it looks like it's gonna be you know 60 00:14:58.031 --> 00:15:03.113 - to 80. Uhm, we have at least shown the value of what we can 00:15:03.113 --> 00:15:08.195 - do. So I'm not just telling them You know hey it's 80 grand any 00:15:08.195 --> 00:15:12.188 - day just Oh God no there's no way I'm paying that. 00:15:13.950 --> 00:15:18.251 - But you know the other nice piece about our, uh, our 00:15:18.251 --> 00:15:22.552 - offering as well is that we are just a one time 00:15:22.552 --> 00:15:26.071 - implementation cost. So we come in, we build it. 00:15:27.500 --> 00:15:33.404 - Launch it for you and then there are no further ongoing required 00:15:33.404 --> 00:15:37.832 - costs or licensing fees or anything else from us. 00:15:38.740 --> 00:15:42.065 - So a lot of products out there. 00:15:42.660 --> 00:15:46.680 - Do have ongoing licensing fees? Uhm, and that's something that 00:15:46.680 --> 00:15:51.504 - you know that you're going to have an. It's pretty common on 00:15:51.504 --> 00:15:53.514 - on just about every product. 00:15:54.100 --> 00:15:58.636 - So that is also a plus with us, uh, in currently now, that might 00:15:58.636 --> 00:16:00.580 - change. At some point, you know, 00:16:00.580 --> 00:16:05.659 - uhm? As we continue to kind of monetize some of our products 00:16:05.659 --> 00:16:09.828 - but but definitely right now, that is something that we also 00:16:09.828 --> 00:16:13.526 - have a. You know something up on our competition. 00:16:15.030 --> 00:16:18.966 - So from there after we do this worksheet. 00:16:20.480 --> 00:16:23.782 - As I was mentioning, we're going to kind of lock down on this, 00:16:23.782 --> 00:16:25.306 - and then we're going to offer 00:16:25.306 --> 00:16:32.610 - them too. Um Vin send a proposal which I will build out 00:16:32.610 --> 00:16:38.154 - on a given uh, project and this one is. 00:16:38.770 --> 00:16:43.837 - It's going to be a lot prettier, more marketing 00:16:43.837 --> 00:16:46.089 - based. It's gonna have. 00:16:48.350 --> 00:16:52.289 - As you can see here, you know I'm going to obviously have the 00:16:52.289 --> 00:16:55.016 - proposal line items. Any possible upgrades we might have, 00:16:55.016 --> 00:16:58.955 - which might a lot of times we cause like called like a phase 00:16:58.955 --> 00:17:00.167 - three type of thing. 00:17:01.850 --> 00:17:05.192 - For future stuff and then case 00:17:05.192 --> 00:17:09.647 - studies. You know, designs that we've done and talk a 00:17:09.647 --> 00:17:13.310 - little bit about the team and kind of like our core 00:17:13.310 --> 00:17:16.640 - competencies that we have with the team. So this goes 00:17:16.640 --> 00:17:20.636 - into a lot more detail as well, though as you can see 00:17:20.636 --> 00:17:21.968 - on the line items. 00:17:23.200 --> 00:17:27.140 - We really spell out what these various line items that 00:17:27.140 --> 00:17:31.080 - we were showing here. We really spell out exactly what 00:17:31.080 --> 00:17:34.626 - we're doing with each one of these line items. 00:17:35.890 --> 00:17:41.038 - So it's highly detailed at this point, and if you're going to go 00:17:41.038 --> 00:17:45.394 - in, let's say pitch to upper management or do stuff like 00:17:45.394 --> 00:17:49.354 - that, this is very helpful in that in those regards. 00:17:50.630 --> 00:17:55.245 - However, um, a lot of a lot of people don't require it, so 00:17:55.245 --> 00:17:59.150 - yeah, they're just fine with the worksheet, they'll just say hey 00:17:59.150 --> 00:18:03.410 - man, just send me the worksheet I I don't. I don't require 00:18:03.410 --> 00:18:07.670 - anything else, and that's kind of where you know that will go. 00:18:08.750 --> 00:18:14.886 - Um from there. So once we get to that phase, we've pretty much 00:18:14.886 --> 00:18:20.550 - locked in the scope initially. Uhm, and will then I will take 00:18:20.550 --> 00:18:26.214 - it from that point and I will move it through the sales 00:18:26.214 --> 00:18:32.840 - funnel. And ultimately, look to close them and so, really it's 00:18:32.840 --> 00:18:39.428 - me engaging Ron coming in to determine and lock down on the 00:18:39.428 --> 00:18:43.392 - scope. Building out those initial estimates worksheet than 00:18:43.392 --> 00:18:48.144 - me taking it from there and looking to get into a proposal 00:18:48.144 --> 00:18:52.500 - if needed. Work with them to answer any further questions and 00:18:52.500 --> 00:18:57.252 - all the the additional things to get them to close, which of 00:18:57.252 --> 00:19:02.004 - course are. I do also go with the project agreement out to 00:19:02.004 --> 00:19:06.360 - them. I negotiate that with them I basically do everything else 00:19:06.360 --> 00:19:10.716 - up until on boarding or through on boarding to the team. 00:19:11.450 --> 00:19:15.720 - I do look to try to keep in touch with all clients that they 00:19:15.720 --> 00:19:18.160 - get on board as well, but as you 00:19:18.160 --> 00:19:22.399 - can imagine, uhm. That means that I'm following up with 00:19:22.399 --> 00:19:26.436 - every single client that we've ever had. And yeah, and uh, 00:19:26.436 --> 00:19:30.473 - and I'm getting all incoming leads and working. I'm on all 00:19:30.473 --> 00:19:35.611 - demos and so it's sometimes it can be a bit much and I do 00:19:35.611 --> 00:19:37.079 - have to cherry pick. 00:19:38.420 --> 00:19:41.876 - And I am highly detailed oriented and do not like to mess 00:19:41.876 --> 00:19:46.196 - up. So, um, I you know being that way, it is hard for me not 00:19:46.196 --> 00:19:50.228 - to see things that I'm not doing or not being able to pick up. 00:19:50.228 --> 00:19:54.260 - But it does happen in the one of the first things that I will 00:19:54.260 --> 00:19:55.700 - just have to let go. 00:19:57.210 --> 00:19:59.150 - Of is going to be. 00:19:59.960 --> 00:20:04.765 - The. Client follow up an, uh, when they're in the process of 00:20:04.765 --> 00:20:10.160 - the project. I usually if I can like to follow-up, say every 30 00:20:10.160 --> 00:20:14.725 - to 45 days, a lot of our projects usually roll anywhere 00:20:14.725 --> 00:20:20.120 - from like 3 to 8 months, so I'll follow in following follow up 00:20:20.120 --> 00:20:24.685 - with them. Say you know monthly while they're in that actual 00:20:24.685 --> 00:20:25.930 - project development phase. 00:20:26.840 --> 00:20:31.280 - And then, uh, I will also look to, uh, once they have 00:20:31.280 --> 00:20:34.240 - launched follow-up, say, every three to four months 00:20:34.240 --> 00:20:36.090 - after that, just checking in. 00:20:37.160 --> 00:20:42.154 - And so that's the uh, that's the best worldview if you 00:20:42.154 --> 00:20:47.602 - will. If I can actually get that that side of the stuff 00:20:47.602 --> 00:20:53.504 - done the so past that when we move start to move to that 00:20:53.504 --> 00:20:58.044 - process where I'm looking to get him into two closing. 00:20:59.600 --> 00:21:00.968 - That's where I definitely. 00:21:01.630 --> 00:21:05.620 - Search Blaine, all expectations. 00:21:06.300 --> 00:21:11.424 - Going into the process and so you know, I look to talk 00:21:11.424 --> 00:21:16.121 - about, you know how they're going to get engaged to the 00:21:16.121 --> 00:21:17.829 - to the development team. 00:21:19.890 --> 00:21:24.908 - And how that whole thing is going to work. So I liked also 00:21:24.908 --> 00:21:29.540 - talked to them about, uhm, when we go through like the review 00:21:29.540 --> 00:21:31.470 - that we've done up front. 00:21:32.350 --> 00:21:35.864 - That is not a lot in scope. 00:21:36.550 --> 00:21:41.470 - So we've done the best weekend, but we are not developers, So 00:21:41.470 --> 00:21:46.390 - what happens is once you begin, you will start with the upfront 00:21:46.390 --> 00:21:48.030 - discovery and design phase. 00:21:48.980 --> 00:21:53.039 - That is where our developers and designers are truly going to 00:21:53.039 --> 00:21:55.991 - really take all of the requirements. Go through 00:21:55.991 --> 00:21:58.943 - everything that's been outlined, asked maybe further questions 00:21:58.943 --> 00:22:03.371 - that Ron and I just didn't think above, or maybe work through 00:22:03.371 --> 00:22:08.168 - some things and figure out, oh, you know what I don't think we 00:22:08.168 --> 00:22:12.965 - really need to do this piece. We can actually just do this, or, 00:22:12.965 --> 00:22:16.655 - you know, sometimes you know there's some line items that 00:22:16.655 --> 00:22:18.869 - might go down or go away. 00:22:19.080 --> 00:22:22.100 - Sometimes there's some line items that might need to be 00:22:22.100 --> 00:22:25.120 - expanded because we just didn't catch that something was going 00:22:25.120 --> 00:22:28.744 - to be have a little more complexity to it, and so that's 00:22:28.744 --> 00:22:32.670 - the type of things that will happen, and I will let him know 00:22:32.670 --> 00:22:36.294 - that you know. So that's when you get in there and you're 00:22:36.294 --> 00:22:37.502 - going through that process. 00:22:38.250 --> 00:22:42.837 - That is where you will actually lock down on the scope. 00:22:43.430 --> 00:22:45.635 - That's going to be fully 00:22:45.635 --> 00:22:50.310 - documented. And will need to be approved off by the client 00:22:50.310 --> 00:22:52.130 - before it even moves forward. 00:22:52.900 --> 00:22:55.760 - Gotcha. And that's a very, very 00:22:55.760 --> 00:23:00.630 - important piece. And then once that final document is spoken, 00:23:00.630 --> 00:23:04.545 - work is approved. We will then move into development. 00:23:05.970 --> 00:23:10.566 - And then I will tell them from that point our team is 00:23:10.566 --> 00:23:14.779 - going to do a, uh, a death site. They're going to 00:23:14.779 --> 00:23:18.226 - install it outside, and we're going to bring you 00:23:18.226 --> 00:23:19.375 - into that site. 00:23:20.610 --> 00:23:24.086 - And that you will be able to view that throughout the 00:23:24.086 --> 00:23:24.718 - entire project. 00:23:26.130 --> 00:23:30.792 - Now the side note. Uhm, I do want to let you know, uh, one 00:23:30.792 --> 00:23:34.122 - thing to keep in mind is the downside of that. 00:23:35.150 --> 00:23:37.030 - Um can be that. 00:23:37.780 --> 00:23:41.911 - If there's some heavy customizations on the back end 00:23:41.911 --> 00:23:47.878 - of a project, yeah, many clients tend to get extremely antsy at a 00:23:47.878 --> 00:23:52.468 - certain phase of project, so they will. They will believe 00:23:52.468 --> 00:23:57.517 - that they're not seeing any updates or changes to the site, 00:23:57.517 --> 00:24:03.025 - so a common thing you might hear is a client contacting in00:24:03.025 --> 00:24:08.533 - saying, man I, I don't. I haven't seen. I mean, it's been. 00:24:08.640 --> 00:24:13.294 - 4 weeks and I don't think I've seen a thing changed. Yeah, you 00:24:13.294 --> 00:24:17.948 - know. And and then you know. In reality it might be because they 00:24:17.948 --> 00:24:21.886 - are heavily working on a back end integration. Peace to their 00:24:21.886 --> 00:24:26.182 - ERP system you know? Or you know there's a very custom dashboard 00:24:26.182 --> 00:24:30.478 - that's required to be wired up on the back end to everything 00:24:30.478 --> 00:24:35.490 - that it is going to need to show on my dashboard. And so there's 00:24:35.490 --> 00:24:39.428 - all kinds of different things that can be happening on custom 00:24:39.428 --> 00:24:42.650 - workflows and things like that. They just can't see. 00:24:42.930 --> 00:24:46.505 - And, uh, so they can get a little antsy. Sometimes an 00:24:46.505 --> 00:24:49.105 - might get frustrated, and that's something that you'll 00:24:49.105 --> 00:24:50.405 - probably have to address. 00:24:51.600 --> 00:24:52.668 - From time to time. 00:24:54.210 --> 00:25:00.882 - Side note on that, but you know I I do so I do try to kind 00:25:00.882 --> 00:25:05.469 - of talk through that process. Try to give as best expectation 00:25:05.469 --> 00:25:07.137 - there is I can. 00:25:08.750 --> 00:25:13.100 - And we do also up front, you know we we try to let them know 00:25:13.100 --> 00:25:16.000 - that listen, while we've done the best weekend on these 00:25:16.000 --> 00:25:21.080 - estimates. It's very possible that we're we're 10 to 20% off 00:25:21.080 --> 00:25:26.319 - now, so you know there when we get in when you actually get 00:25:26.319 --> 00:25:30.349 - into the development team in there really going into high 00:25:30.349 --> 00:25:34.379 - detail to document out your exact precise scope, that that's 00:25:34.379 --> 00:25:39.215 - where it really will get locked down, and that might be slightly 00:25:39.215 --> 00:25:44.454 - different than what we've seen. So we do try to let them know 00:25:44.454 --> 00:25:49.290 - that you know we're not the end all here initially upfront with 00:25:49.290 --> 00:25:50.902 - what we've given you. 00:25:51.370 --> 00:25:57.112 - Um, if there is kind of something where we've say I. 00:25:57.900 --> 00:26:00.007 - Really look to pull in a client. 00:26:00.790 --> 00:26:05.301 - I know that they don't have a lot of play in the cost. 00:26:05.880 --> 00:26:09.686 - I'm gonna bring it in under those expectations to the team. 00:26:10.640 --> 00:26:14.140 - So as part of my onboarding, I'm going to say. 00:26:14.770 --> 00:26:18.820 - OK look, I wanna let you know they're extremely price 00:26:18.820 --> 00:26:25.837 - sensitive. So in that mode, you guys, instead of trying to be 00:26:25.837 --> 00:26:31.107 - very precise with getting every corner of the project, might 00:26:31.107 --> 00:26:36.904 - take a little different approach to wear if you're finding things 00:26:36.904 --> 00:26:41.647 - that look like it will bring that cost up. 00:26:42.980 --> 00:26:47.114 - You know the team might try to suggest a different way or might 00:26:47.114 --> 00:26:51.884 - say what? If we move this piece out to a phase three or you know 00:26:51.884 --> 00:26:56.654 - that kind of thing, yeah? And so we just tried it so I do when 00:26:56.654 --> 00:27:01.106 - I'm on boarding. Try to give as much sense of what I feel about 00:27:01.106 --> 00:27:04.922 - the client as well as possible. And certainly if there is any 00:27:04.922 --> 00:27:09.056 - specific things like that that I've noted, I do try to on board 00:27:09.056 --> 00:27:13.190 - with that and I I do have a hand off that I do. 00:27:13.270 --> 00:27:17.050 - Uh, with the team initially usually goes to a Christian 00:27:17.050 --> 00:27:20.452 - and Chris Reddick. Sorry 'cause we have like 19. 00:27:20.452 --> 00:27:21.964 - Chris is our error. 00:27:25.550 --> 00:27:30.243 - But we, uh, Chris, Chris, read it and then from there they are 00:27:30.243 --> 00:27:35.297 - usually then assigning a PM an you know you know for all I know 00:27:35.297 --> 00:27:39.268 - this could be something where I would think probably if you're 00:27:39.268 --> 00:27:44.322 - going to be this liaison there, it could be a good idea for you 00:27:44.322 --> 00:27:48.293 - to start to see these handoffs. Maybe you receive those and 00:27:48.293 --> 00:27:52.264 - that's something I'm sure that you know will talk further about 00:27:52.264 --> 00:27:53.347 - but that way. 00:27:53.510 --> 00:27:58.856 - Hum, you're seeing is these. I've also started to, uh, when 00:27:58.856 --> 00:28:05.660 - these get on boarded. I tend to send that hand off to the PM, 00:28:05.660 --> 00:28:10.034 - especially now that we've gotten into the specific environment 00:28:10.034 --> 00:28:11.978 - we're in right now. 00:28:13.420 --> 00:28:16.180 - Where we are working remotely yeah this before they would 00:28:16.180 --> 00:28:19.492 - just come into my office and say yeah you wanna go over 00:28:19.492 --> 00:28:22.804 - and do a handoff or you know that so that doesn't happen. 00:28:24.610 --> 00:28:27.151 - So that is something where I usually do when I can. 00:28:27.151 --> 00:28:29.230 - Certainly, you know, will look to kind of establish 00:28:29.230 --> 00:28:30.616 - that as we move further here. 00:28:31.720 --> 00:28:38.556 - Buttom past that you know. So like I say I do try to give as 00:28:38.556 --> 00:28:42.560 - much upfront information in let them know you know, kind of 00:28:42.560 --> 00:28:46.928 - what's happening there. I do talk to them about you know what 00:28:46.928 --> 00:28:49.476 - they can expect to about the PM. 00:28:49.476 --> 00:28:56.592 - Peace. So with a PM so a lot of the selling that I 00:28:56.592 --> 00:29:01.993 - that I also do is I talk about our total transparency. 00:29:03.040 --> 00:29:04.748 - So I tell them. 00:29:05.710 --> 00:29:12.025 - You know one of the things that we do is when we bring you on 00:29:12.025 --> 00:29:14.972 - you have you get assigned to PM. 00:29:15.790 --> 00:29:20.960 - That PM is there for you to answer questions will help 00:29:20.960 --> 00:29:22.370 - facilitate communications between. 00:29:23.590 --> 00:29:29.260 - The developers and yourself they will set up meetings. 00:29:29.260 --> 00:29:31.780 - They can run demos. 00:29:32.800 --> 00:29:37.696 - They will also keep you in constant uhm. 00:29:39.170 --> 00:29:41.250 - Give you a constant status. 00:29:41.940 --> 00:29:46.176 - And I don't say constant, but will give you a regular status 00:29:46.176 --> 00:29:51.485 - of. What's going on with the project, including a project 00:29:51.485 --> 00:29:55.268 - status report? In this project, status report is 00:29:55.268 --> 00:29:59.206 - going to show what hours are being used on the project. 00:30:00.250 --> 00:30:05.854 - What did those hours actually get used for, or what tasks they 00:30:05.854 --> 00:30:10.057 - were used towards? So this project status report is 00:30:10.057 --> 00:30:15.194 - something where we're kind of a stab Lising More value there, 00:30:15.194 --> 00:30:17.996 - and trying to show them that. 00:30:18.980 --> 00:30:20.548 - They're going to get. 00:30:21.310 --> 00:30:25.020 - Updates throughout the project because obviously a lot of what 00:30:25.020 --> 00:30:28.730 - you hear from from people that I talk to are. 00:30:29.790 --> 00:30:33.915 - They're used to like in these projects, not having not knowing 00:30:33.915 --> 00:30:39.165 - what's going on. Yeah, and so I try to let them know that we're 00:30:39.165 --> 00:30:42.915 - going to be as transparent as possible, which includes not 00:30:42.915 --> 00:30:47.040 - only being able to constantly view the site to speak, built 00:30:47.040 --> 00:30:52.290 - out for you, but you're going to have full access to a PM and 00:30:52.290 --> 00:30:56.415 - you're going to get regular updates that will show you what 00:30:56.415 --> 00:30:59.415 - hours being used and what they're going towards. 00:31:00.630 --> 00:31:06.342 - So that's a really important piece as well that that I give 00:31:06.342 --> 00:31:13.482 - up front and I do also explain to them that the PM is going to 00:31:13.482 --> 00:31:19.670 - set up an account through base camp, which is what we use. It's 00:31:19.670 --> 00:31:23.954 - our secure online project management tool and that's going 00:31:23.954 --> 00:31:26.810 - to store all our messaging all 00:31:26.810 --> 00:31:33.178 - our files. They can, you know, ping any team member or all team 00:31:33.178 --> 00:31:37.120 - members that are on that project. Uhm, for communications 00:31:37.120 --> 00:31:41.938 - of anything they might need to get done as well as. 00:31:43.310 --> 00:31:47.678 - And even set up to do's, you know, for the for team member. 00:31:47.678 --> 00:31:52.382 - So that is, uh, something that I let them know that's going to be 00:31:52.382 --> 00:31:56.750 - done as well. And so with that all those factors, I really try 00:31:56.750 --> 00:32:00.782 - to set the tone that we're really gonna try to bring them 00:32:00.782 --> 00:32:04.478 - in and include them in the project an it's not something 00:32:04.478 --> 00:32:08.846 - where we're just going to start on the project and check in with 00:32:08.846 --> 00:32:10.862 - them. You know, few times, yeah. 00:32:12.270 --> 00:32:15.438 - His money, they definitely want you did exactly exactly, and so 00:32:15.438 --> 00:32:18.606 - that really I think, helps kind of come, you know, because 00:32:18.606 --> 00:32:22.638 - obviously this is a big. It's a big thing and a lot of the 00:32:22.638 --> 00:32:26.094 - things you'll start to hear is, you know, how is the project 00:32:26.094 --> 00:32:30.702 - going to go? I mean, how much work do I have to do? am I going 00:32:30.702 --> 00:32:32.430 - to have to, you know, they 00:32:32.430 --> 00:32:36.780 - almost get? You know there's anxiety towards what's going to 00:32:36.780 --> 00:32:42.405 - be, what are they going to go through? An? So I try to be as 00:32:42.405 --> 00:32:46.905 - detailed as possible and kind of showing them, You know not to 00:32:46.905 --> 00:32:52.155 - worry. You know a lot of the work on your end is going to 00:32:52.155 --> 00:32:56.655 - mostly be kind of in that up front period where we're doing 00:32:56.655 --> 00:33:00.405 - the upfront discovery and design because we will need 'cause 00:33:00.405 --> 00:33:03.780 - we're basically, especially with design, we are going completely. 00:33:03.900 --> 00:33:07.944 - Through your vision, how are you seeing this? What? How do you 00:33:07.944 --> 00:33:11.988 - see the user experience in this area? This area? This area in 00:33:11.988 --> 00:33:15.358 - this area, and we're locking him down sometimes where Wireframing 00:33:15.358 --> 00:33:18.728 - and sometimes you know we're doing stuff like that on 00:33:18.728 --> 00:33:22.931 - specific. Uh, you guys? Um, you know, sometimes we're not 00:33:22.931 --> 00:33:27.119 - a lot of clients will just, you know, hey, a standard UI 00:33:27.119 --> 00:33:30.609 - in that area is great. You know, no problem, your 00:33:30.609 --> 00:33:34.099 - dashboard perfect, you know whatever it might be, but so 00:33:34.099 --> 00:33:37.589 - we do. You know they will really be fairly involved 00:33:37.589 --> 00:33:39.334 - there, and they will also. 00:33:40.950 --> 00:33:45.800 - Technically, and usually there's a more technical person at a 00:33:45.800 --> 00:33:50.650 - given team up when we're doing an integration, that's another. 00:33:52.020 --> 00:33:58.380 - Piece that's going to take some, some, uh, some time with the 00:33:58.380 --> 00:34:04.210 - client, and usually it's there it person. Or they might even 00:34:04.210 --> 00:34:07.390 - have an ERP specific person that 00:34:07.390 --> 00:34:12.460 - helps. Running, run that in cooperation with the online 00:34:12.460 --> 00:34:17.410 - store, and sometimes they don't and they have a consultant. 00:34:18.000 --> 00:34:23.044 - And but either way will have to have will need to work through 00:34:23.044 --> 00:34:26.924 - OK, so we're connecting this to your ERP system so. 00:34:27.810 --> 00:34:31.684 - Walk us through exactly the way you do. You need to do these 00:34:31.684 --> 00:34:34.962 - workflows. How are we going to automate all this for you? 00:34:35.850 --> 00:34:40.114 - And that piece also will take a lot of engagement from them, but 00:34:40.114 --> 00:34:44.050 - you know, those are the main pieces and what we get rolling 00:34:44.050 --> 00:34:47.330 - and we have all those workflows worked out. The wireframing 00:34:47.330 --> 00:34:50.938 - design mockups or worked out? Then we're just going to really 00:34:50.938 --> 00:34:54.874 - go and it's more of just checking in. Hey, we might need 00:34:54.874 --> 00:34:58.482 - this, you know, Hey, we're seeing this and you kind of 00:34:58.482 --> 00:35:02.746 - explained it this way. But you know what? If we did this or 00:35:02.746 --> 00:35:06.026 - we're seeing a problem and making this happen, you know? 00:35:06.026 --> 00:35:08.322 - And that kind of stuff. But you 00:35:08.322 --> 00:35:12.009 - know? A lot of it's going to be more of an upfront 00:35:12.009 --> 00:35:14.102 - engagement for their team than anything else. 00:35:16.020 --> 00:35:19.478 - And that's something that that that that I get a lot is, you 00:35:19.478 --> 00:35:22.404 - know, people asking the amount of engagement that's going to be 00:35:22.404 --> 00:35:24.000 - required on their on their part. 00:35:25.050 --> 00:35:30.356 - So, so those are kind of the, you know, the things that I try 00:35:30.356 --> 00:35:34.146 - to explain up front dealing with, you know the project 00:35:34.146 --> 00:35:38.315 - management. You know how the team is going to engage with 00:35:38.315 --> 00:35:42.105 - them, the kind of transparency they're going to see and 00:35:43.600 --> 00:35:46.386 - And I and I and I basically try to paint that picture of the 00:35:46.386 --> 00:35:52.680 - best I can. The other big piece that I have to engage with 00:35:52.680 --> 00:35:54.600 - upfront is the billing. 00:35:55.890 --> 00:36:01.520 - And besides the contractuel stuff, which is a whole other 00:36:01.520 --> 00:36:07.150 - thing, is a whole other piece by itself, but the. 00:36:08.460 --> 00:36:15.782 - So as far as the billing goes, you know I. I just explain that, 00:36:15.782 --> 00:36:21.535 - you know, look. Typically most all clients. I would say about 00:36:21.535 --> 00:36:26.765 - 97% of our clients all run on our prepaid model. 00:36:27.910 --> 00:36:33.058 - And we have a pre pay in a post date. The prepaid is 00:36:33.058 --> 00:36:37.810 - where clients will pay before the work is done and we will 00:36:37.810 --> 00:36:41.374 - invoice for specific block of hours to run through. 00:36:41.374 --> 00:36:43.750 - Typically what is a monthly Sprint. 00:36:44.840 --> 00:36:49.858 - So I will tell him and just closeout on that. The post pay 00:36:49.858 --> 00:36:54.104 - is obviously we're going to run through us work being done 00:36:54.104 --> 00:36:59.122 - within a 30 day period. We will invoice for the work that was 00:36:59.122 --> 00:37:04.140 - done in that 30 day period, but four doing it that way, we 00:37:04.140 --> 00:37:05.298 - charge higher rates. 00:37:05.920 --> 00:37:12.892 - So whereas our our pre pay rates are $125 for front end work in 00:37:12.892 --> 00:37:15.382 - $150 for back end work. 00:37:16.250 --> 00:37:21.229 - The post pay is going to be 150 for front end in 175 00:37:21.229 --> 00:37:22.378 - for back end. 00:37:23.510 --> 00:37:28.918 - So it also kind of helps drive people to the pre pay. That's 00:37:28.918 --> 00:37:33.494 - obviously where we mostly want to be. We definitely want to. 00:37:35.210 --> 00:37:39.490 - To have people doing prepaid 'cause it just is makes 00:37:39.490 --> 00:37:43.770 - everything very efficient. Um, with us in really with the 00:37:43.770 --> 00:37:45.910 - project in general, but the. 00:37:47.330 --> 00:37:52.820 - So what will do is I'll say listen, uh, as we you know we we 00:37:52.820 --> 00:37:56.480 - usually are running on that prepaid model. We will invoice 00:37:56.480 --> 00:37:58.676 - up front for a monthly Sprint. 00:37:59.990 --> 00:38:06.128 - Upon receipt of that invoice, they'll need to pay that, and 00:38:06.128 --> 00:38:11.708 - then once those funds are received, we will start moving 00:38:11.708 --> 00:38:15.056 - forward on the tasks for that 00:38:15.056 --> 00:38:20.450 - monthly Sprint. Gotcha, um, once we are, you know, getting 00:38:20.450 --> 00:38:25.510 - towards the end of that month lease print an typically those 00:38:25.510 --> 00:38:30.570 - hours are going to start to get lower. Uh, we're then 00:38:30.570 --> 00:38:36.090 - going to go ahead and invoice for the next month lease print 00:38:36.090 --> 00:38:37.930 - an in assigned tasks. 00:38:39.000 --> 00:38:44.880 - Um? And that will allow the client. And usually I'm talking 00:38:44.880 --> 00:38:50.314 - to them saying and that's going to allow you to review, say, the 00:38:50.314 --> 00:38:54.076 - project status report, review the site. Make sure you're 00:38:54.076 --> 00:38:58.256 - comfortable with everything that were that were showing you in 00:38:58.256 --> 00:39:02.854 - that everything were saying is being done, how the hours were 00:39:02.854 --> 00:39:07.870 - allocated in such if everything looks great, all you do is pay 00:39:07.870 --> 00:39:10.378 - that next invoice. You fill the 00:39:10.378 --> 00:39:14.197 - coffers again. We then have those hours on hand and we 00:39:14.197 --> 00:39:16.564 - just continue on with that next month lease print. 00:39:18.440 --> 00:39:24.292 - And so on and so on. And so that's basically how you know. I 00:39:24.292 --> 00:39:26.382 - explained that out to them. 00:39:29.040 --> 00:39:34.305 - If they ask and they're like, well, So what happens if you you 00:39:34.305 --> 00:39:39.570 - know if we're late on a payment you know, or something of that 00:39:39.570 --> 00:39:44.025 - nature? At that point, I will tell him, you know, listen. 00:39:45.040 --> 00:39:49.902 - You know we, we don't try to. We were not necessarily going to 00:39:49.902 --> 00:39:54.390 - just like stop everything. If you know we run out of hours, 00:39:54.390 --> 00:39:59.252 - you know we were willing to give a little leeway in little time 00:39:59.252 --> 00:40:05.384 - there so. You know it's it's not just a concrete, but um, we do 00:40:05.384 --> 00:40:10.026 - prefer to continue to have hours positive on hand, but sometimes 00:40:10.026 --> 00:40:15.090 - we might get a little negative. You know, few hours hand Flowers 00:40:15.090 --> 00:40:20.154 - as we know that payment is coming in. Yeah, and um, however 00:40:20.154 --> 00:40:26.062 - there is a point where we will put a soft paws on a project 00:40:26.062 --> 00:40:31.126 - until that payment is received, and so sometimes I have to have 00:40:31.126 --> 00:40:37.056 - that conversation. It is also you know, fairly uh spelled out 00:40:37.056 --> 00:40:39.192 - on the on the. 00:40:40.120 --> 00:40:44.692 - Project agreement which are project agreement, is is Stout. 00:40:46.250 --> 00:40:51.723 - Say that so it's, uh, it. There's not a lot of you know. 00:40:53.000 --> 00:40:55.700 - You know it's it's. It's pretty straightforward on all 00:40:55.700 --> 00:40:59.300 - the aspects of how our project will run in what's expected of 00:40:59.300 --> 00:41:02.600 - them, and what we will do if certain things aren't done. 00:41:04.400 --> 00:41:09.080 - And so that that is, that is a piece where if it is brought up, 00:41:09.080 --> 00:41:12.824 - I will let him know, but you will probably be brought in 00:41:12.824 --> 00:41:15.944 - times where you might have to send a note that. 00:41:16.810 --> 00:41:20.495 - You know, and there's going to be prior notes. You know 00:41:20.495 --> 00:41:23.845 - that you're saying You know hey, hey guys, just checking 00:41:23.845 --> 00:41:24.850 - on that check. 00:41:27.340 --> 00:41:30.662 - But, uh, there there are times and usually it's a It's 00:41:30.662 --> 00:41:34.286 - a PM on the account. You know that will have to say. 00:41:35.560 --> 00:41:39.577 - No listen, we're going to have to put you on softpaws you know 00:41:39.577 --> 00:41:43.594 - as soon as we get that payment, we're ready to roll. But, um, 00:41:43.594 --> 00:41:46.993 - uh, right now, or you know, whatever you know, negative 15 00:41:46.993 --> 00:41:51.319 - hour's and we just need to know. and I will tell you though, for 00:41:51.319 --> 00:41:55.336 - the most part we do try to work with clients. I mean sometimes 00:41:55.336 --> 00:41:58.735 - some of our clients do get fairly negative, and that's just 00:41:58.735 --> 00:42:00.589 - because we know we're going to 00:42:00.589 --> 00:42:04.223 - get payment. So we're given we're giving them the benefit of 00:42:04.223 --> 00:42:08.036 - the doubt. And Uhm, an we you know we're not looking 00:42:08.036 --> 00:42:11.076 - to try to be, you know, ridiculous about it and 00:42:11.076 --> 00:42:14.724 - stuff like that. So we do try to help as much as 00:42:14.724 --> 00:42:18.372 - possible and be as flexible as we can. But we also do 00:42:18.372 --> 00:42:19.588 - gotta pay our bills. 00:42:20.930 --> 00:42:24.274 - Is there like is there a cut off point for that? 00:42:25.760 --> 00:42:29.533 - It gets to a certain point, negative hours, and it's just 00:42:29.533 --> 00:42:33.306 - like, OK, we really can't be flexible anymore. That is a 00:42:33.306 --> 00:42:37.765 - good question and I wish I could tell you there was a a 00:42:37.765 --> 00:42:41.538 - hard stop. Yeah, but it really comes down to one. The 00:42:41.538 --> 00:42:44.968 - client who they are. If it's a difficult client, probably 00:42:44.968 --> 00:42:49.084 - natoli away a lot of leeway is going to be given there. 00:42:50.650 --> 00:42:56.432 - If if it is a long-term client or it's a real nice client to 00:42:56.432 --> 00:43:01.801 - work with and and, uh, they roll with the punches really well and 00:43:01.801 --> 00:43:06.757 - just had been good, we will tend. We'll give him a little 00:43:06.757 --> 00:43:10.887 - more room there, but ultimately it really comes down to. 00:43:12.200 --> 00:43:15.990 - A lot of this is done, usually not with my 00:43:15.990 --> 00:43:18.264 - knowledge and less sometimes Chris radical. 00:43:18.264 --> 00:43:21.675 - Ask the time brought into certain situations, and of 00:43:21.675 --> 00:43:23.191 - course I'll jump in. 00:43:24.700 --> 00:43:29.656 - For some reason, I don't know why, but when I when I jump in, 00:43:29.656 --> 00:43:33.550 - usually gets something resolved, but I think they feel like that 00:43:33.550 --> 00:43:37.798 - oh God, now this other person is jumping into wait a second. 00:43:39.350 --> 00:43:42.990 - I don't know what's going on in in, you know, and I'm not even, 00:43:42.990 --> 00:43:46.370 - you know, I don't even get crazy on anybody, but just, you know, 00:43:46.370 --> 00:43:49.230 - just me checking in sometimes will get things you know, just 00:43:49.230 --> 00:43:54.637 - unstuck. But uhm, but for the most part it's not usually. Uh, 00:43:54.637 --> 00:43:59.521 - the PM is usually handle that, uh, with along with Chris and 00:43:59.521 --> 00:44:03.591 - Kristen, and I think pretty much Chris and Kristen. Usually. 00:44:03.591 --> 00:44:05.219 - Chris Redican Kristen usually 00:44:05.219 --> 00:44:07.900 - come. Are the. 00:44:08.820 --> 00:44:13.084 - People that will set that gate so it'll just be a point. Well 00:44:13.084 --> 00:44:14.396 - Chris Radical. Just say. 00:44:15.250 --> 00:44:18.968 - OK, we you know we we need enough is enough, you know we 00:44:18.968 --> 00:44:22.686 - they've said that the checks in the Mail 3 * 2 or whatever. 00:44:24.430 --> 00:44:28.226 - So they'll be a certain point where he's just going to say now 00:44:28.226 --> 00:44:32.606 - we need to really take some type of in action Ann and just do a 00:44:32.606 --> 00:44:36.110 - shot across the bow and let him know we're for real so. 00:44:37.290 --> 00:44:41.874 - There isn't, to my knowledge, one, but I'll tell you as we 00:44:41.874 --> 00:44:47.222 - really try. I mean, we're really trying to lock down on a lot of 00:44:47.222 --> 00:44:51.806 - stuff, and as we continue to grow we you know things like 00:44:51.806 --> 00:44:56.772 - that probably should be set. You know? I mean, it's it's going to 00:44:56.772 --> 00:45:00.592 - be something where you know there's almost a trigger when 00:45:00.592 --> 00:45:04.794 - you got negative five hours, there's a trigger that says, Hey 00:45:04.794 --> 00:45:06.704 - guys, you know something like 00:45:06.704 --> 00:45:13.480 - that. May be seen in the future, but at this point it is kind of 00:45:13.480 --> 00:45:18.485 - the PMS meet every week to go through all the projects up with 00:45:18.485 --> 00:45:21.950 - Chris Redican Kristen and they talked through everything and 00:45:21.950 --> 00:45:26.185 - you know some of these got negative 15 hours. I'm sure 00:45:26.185 --> 00:45:28.495 - Chris is asking what's going on. 00:45:30.820 --> 00:45:34.707 - So I'm I'm. I'm betting you're going to be involved in in those 00:45:34.707 --> 00:45:36.501 - meetings as well. Now I would 00:45:36.501 --> 00:45:38.870 - not be surprised. So. 00:45:40.910 --> 00:45:44.870 - You know, so that you know. I basically do talk through all 00:45:44.870 --> 00:45:49.820 - that on the on the prepaid the post pay I try to let him know 00:45:49.820 --> 00:45:54.440 - you know this, we are going to be doing this up front and So 00:45:54.440 --> 00:45:56.420 - what I do on my peace. 00:45:57.010 --> 00:45:57.910 - When? 00:45:58.930 --> 00:46:04.822 - Which typically I set as pre pay when I'm on boarding this. 00:46:05.400 --> 00:46:07.320 - My final step. 00:46:07.940 --> 00:46:12.597 - With. The scope that we built out is to breakdown. 00:46:13.630 --> 00:46:14.400 - The. 00:46:15.490 --> 00:46:17.200 - The initial payment. 00:46:18.050 --> 00:46:24.410 - So I will, uh, when I'm sitting that a hand off I will have the 00:46:24.410 --> 00:46:27.802 - initial payment spelled out or Kristen to invoice. 00:46:28.660 --> 00:46:36.178 - Just so you know, the way I do that is, let's say it's, um, 00:46:36.178 --> 00:46:42.085 - $100,000 projects and we believe it's going to take, you know, 00:46:42.085 --> 00:46:47.650 - four months. Um, I'm just going to say. 00:46:48.870 --> 00:46:52.720 - I'm gonna take the timeline against what the cost of the 00:46:52.720 --> 00:46:57.270 - project is and I'm pretty much going to say it's going to be. 00:46:57.850 --> 00:47:01.050 - Fairly equal installments every month. 00:47:02.670 --> 00:47:08.346 - Now for me I know that with the first payment we're really 00:47:08.346 --> 00:47:12.603 - trying to basically get through the upfront discovery and 00:47:12.603 --> 00:47:17.806 - Design. An will also likely if there's an integration piece to 00:47:17.806 --> 00:47:23.009 - it wanting to start working with their technical person to figure 00:47:23.009 --> 00:47:28.212 - out the exact workflows, get the data, get the credentials, stuff 00:47:28.212 --> 00:47:31.523 - like that so that we can start 00:47:31.523 --> 00:47:34.000 - to. Dive into that a bit as 00:47:34.000 --> 00:47:38.500 - well. So I usually take line items that are associated in 00:47:38.500 --> 00:47:43.058 - those areas. And in the contract that I build out. 00:47:43.770 --> 00:47:49.479 - For the for the client, I'm spelling it out as their 00:47:49.479 --> 00:47:51.036 - first installment payment. 00:47:52.080 --> 00:47:56.252 - However, all subsequent payments in that schedule 00:47:56.252 --> 00:47:59.232 - is going to be created. 00:48:00.350 --> 00:48:04.904 - Once the team is finishing up on the upfront discovery and 00:48:04.904 --> 00:48:09.458 - design, so at the end of the upfront discovery where they're 00:48:09.458 --> 00:48:11.528 - going to document fully document 00:48:11.528 --> 00:48:17.274 - disco. The other two pieces that they're going to do is also add 00:48:17.274 --> 00:48:18.450 - in the timeline. 00:48:19.050 --> 00:48:20.779 - So they might get into it go. 00:48:21.520 --> 00:48:25.745 - Man, this is gonna be four months. This is going to be 5 00:48:25.745 --> 00:48:29.645 - months or whatever and so they so that so the schedule could 00:48:29.645 --> 00:48:33.220 - change as far as the payment schedule goes. So they're going 00:48:33.220 --> 00:48:37.120 - to create that timeline. You're going to lock in on that scope, 00:48:37.120 --> 00:48:38.745 - and then they're going to 00:48:38.745 --> 00:48:43.200 - finish. With the actual payment schedule for the 00:48:43.200 --> 00:48:45.080 - rest of the project. 00:48:46.690 --> 00:48:48.330 - Based on those monthly Springs. 00:48:49.280 --> 00:48:54.250 - But for me, the way I set it up initially is just, you know, 00:48:54.250 --> 00:48:58.155 - with 120 and six months equal payments basically needs to be 00:48:58.155 --> 00:49:03.125 - about this much and I'm going to cherry pick my line items that I 00:49:03.125 --> 00:49:07.385 - knows probably are going to be the main ones that we're going 00:49:07.385 --> 00:49:12.000 - to want to do for the for the first month lease print, and 00:49:12.000 --> 00:49:14.840 - then I on board that on as such. 00:49:16.450 --> 00:49:19.118 - Yeah, so that's uh. 00:49:19.730 --> 00:49:24.150 - You know, that's about that. Um, I you know, I pretty much wanted 00:49:24.150 --> 00:49:26.190 - to just kind of get through. 00:49:27.720 --> 00:49:31.779 - You know the kind of the expectations, piece of how I'm 00:49:31.779 --> 00:49:35.838 - on boarding, like what I'm saying to them, an all those 00:49:35.838 --> 00:49:38.421 - type of stuff so you can you 00:49:38.421 --> 00:49:42.904 - can. Definitely see what I'm saying on this end. 00:49:44.010 --> 00:49:48.079 - Yeah, uh, in and then that way it'll kinda help you. Um, 'cause 00:49:48.079 --> 00:49:52.461 - I have seen at times and I don't know what the change has been 00:49:52.461 --> 00:49:56.530 - there, but I I do have clients that are that are that are 00:49:56.530 --> 00:49:59.660 - reaching out sometime and saying, hey, I haven't seen the 00:49:59.660 --> 00:50:01.370 - projects at. Important while. 00:50:04.490 --> 00:50:10.832 - You know, so that the other thing that I do is I also I 00:50:10.832 --> 00:50:13.097 - I view all basecamp messages. 00:50:13.680 --> 00:50:17.784 - So I'm going through all the base camp messages in. You know 00:50:17.784 --> 00:50:22.572 - I look for maybe some exchanges that I you know if I can help 00:50:22.572 --> 00:50:27.702 - with or or if I'm seeing maybe I need to contact the PM and be 00:50:27.702 --> 00:50:30.490 - like. You know, hey, uh. 00:50:32.030 --> 00:50:36.580 - You need some help or is there something I can do here? Uh, you 00:50:36.580 --> 00:50:41.455 - know, it used to more so be you. Know some years back you know I, 00:50:41.455 --> 00:50:44.380 - uh, uh, where I had to jump in a 00:50:44.380 --> 00:50:50.115 - lot, but. Our team has really gotten a lot better an an, uh, 00:50:50.115 --> 00:50:55.785 - uh, we have a we have a great team now and it's it's, uh. 00:50:56.550 --> 00:51:01.750 - You know they take on a lot and I don't have to do as much in 00:51:01.750 --> 00:51:05.650 - that area, but I do still look through everything. Um, I looked 00:51:05.650 --> 00:51:09.225 - sometimes if I've seen that somebody is reached out, but I 00:51:09.225 --> 00:51:13.125 - don't see that there's been a response. I might check in, you 00:51:13.125 --> 00:51:17.350 - know, on that one, that kind of stuff. So I'm just. I'm just 00:51:17.350 --> 00:51:20.275 - always kind of seeing what's going on there, but. 00:51:21.110 --> 00:51:25.179 - That that's, uh, just kind of another piece set that I like to 00:51:25.179 --> 00:51:29.561 - view and an, uh, make sure that all is going well on that in 00:51:29.561 --> 00:51:34.600 - yeah, I guess. In the on, the chance that the team. 00:51:35.180 --> 00:51:40.710 - Finishes say a month early. Is that just it? I mean or and they 00:51:40.710 --> 00:51:45.055 - you just re adjust the UM project costs and don't invoice 00:51:45.055 --> 00:51:47.030 - them for that last month. 00:51:48.680 --> 00:51:52.690 - Well, uh, so if we're if we're doing pre pay. 00:51:53.300 --> 00:51:57.480 - Uh, what will happen in that case is typically if we're 00:51:57.480 --> 00:52:01.660 - moving that fast. Yeah, we're going to see that we're moving 00:52:01.660 --> 00:52:06.220 - that fast. And obviously like, let's say you were in a monthly 00:52:06.220 --> 00:52:11.160 - Sprint, right? You had build out for just say 100 hours and for 00:52:11.160 --> 00:52:15.340 - some reason I don't know. A couple other projects ended an 00:52:15.340 --> 00:52:19.140 - we had more resources and they wanted to move faster. 00:52:20.050 --> 00:52:25.174 - All of a sudden we could do 160 hours that month. You know? OK, 00:52:25.174 --> 00:52:29.932 - that is something where we would then have to go. Oh shoot, we're 00:52:29.932 --> 00:52:33.958 - you know we're going to run out of this 100 hours. 00:52:34.660 --> 00:52:39.784 - You know 2 three weeks into the month, we're probably going to 00:52:39.784 --> 00:52:44.908 - need to now adjust that an we would probably look to adjust 00:52:44.908 --> 00:52:47.043 - the next invoice and maybe 00:52:47.043 --> 00:52:50.470 - subsequent invoices. Um, chew that run rate. 00:52:51.660 --> 00:52:54.775 - Or what we commonly refer to as 00:52:54.775 --> 00:52:59.770 - burn rate? And so if we start burning through more hours were 00:52:59.770 --> 00:53:04.177 - going to look to adjust to it. 'cause again, we don't want to 00:53:04.177 --> 00:53:06.211 - get negative on ours, but uhm. 00:53:06.850 --> 00:53:10.755 - You know, you know, but that that is something where unless 00:53:10.755 --> 00:53:14.305 - they're doing post pay, we definitely don't have a final 00:53:14.305 --> 00:53:17.500 - invoice. It's more of in less there, you know. 00:53:18.700 --> 00:53:24.030 - We did, we did. The suppose it last invoice and then we just. 00:53:24.820 --> 00:53:29.461 - There is like some extra hours that we had help with. I don't 00:53:29.461 --> 00:53:33.031 - know training or you know, tidying up something, uh or 00:53:33.031 --> 00:53:36.244 - whatever it might be. Yeah, developing some kind of 00:53:36.244 --> 00:53:39.814 - documentation for them. You know there's various things that can 00:53:39.814 --> 00:53:44.812 - maybe come in the end, and then what will do is just say hey, 00:53:44.812 --> 00:53:49.096 - how about we go ahead and get some additional hours for this 00:53:49.096 --> 00:53:53.737 - and will do like a final invoice for another ten 1520 hours, but 00:53:53.737 --> 00:53:55.879 - that does bring me with one. 00:53:55.960 --> 00:54:01.480 - Extra point to close this out. OK, the other piece that is 00:54:01.480 --> 00:54:06.540 - commonly asked about is support after launch, so as I mentioned 00:54:06.540 --> 00:54:12.060 - we have no required ongoing fees or costs or anything that we 00:54:12.060 --> 00:54:18.500 - that we have on a four client. So what I let them know though 00:54:18.500 --> 00:54:20.340 - is I'll say but. 00:54:21.260 --> 00:54:26.426 - We are here to support you in any way that you need now. If 00:54:26.426 --> 00:54:30.116 - you have in-house support or developers that can run with 00:54:30.116 --> 00:54:33.806 - this and manage it to their heart's extent, no problem 00:54:33.806 --> 00:54:38.234 - whatsoever, Yeah, but if you need our help and you need to 00:54:38.234 --> 00:54:41.924 - bring us in in certain situations, you simply reach out 00:54:41.924 --> 00:54:46.721 - to us where a lot of our clients will typically just keep a 00:54:46.721 --> 00:54:51.518 - certain amount of hours on hand with us so they have that on 00:54:51.518 --> 00:54:56.426 - account so. It could be 5 hours, it could be 20 hours. Some of 00:54:56.426 --> 00:55:00.808 - our bigger clients that do a lot of ongoing work. My do like you 00:55:00.808 --> 00:55:05.451 - know, 100 hours. But they will keep those on hand, and so 00:55:05.451 --> 00:55:08.741 - anytime they need us, they're paying us in Basecamp and 00:55:08.741 --> 00:55:13.347 - saying, oh, hey Sam, I need to, uh, you know, go ahead and line 00:55:13.347 --> 00:55:17.624 - up doing this and this on the site will go OK? Yeah, that's 00:55:17.624 --> 00:55:21.572 - probably going to be, you know, this many hours this many hours 00:55:21.572 --> 00:55:25.520 - if it's smaller. If it's larger tasks where usually going to do 00:55:25.520 --> 00:55:28.810 - you know a worksheet you know something, sometimes they bring 00:55:28.810 --> 00:55:32.429 - us in, sometimes they don't, depending on what the task is. 00:55:32.520 --> 00:55:35.916 - Yeah, and then they're going to. The PM is going to send 00:55:35.916 --> 00:55:39.029 - that out, um, and they're going to approve it. And then 00:55:39.029 --> 00:55:42.142 - we're going to get rolling, but there's not the process of 00:55:42.142 --> 00:55:44.406 - some clients. We have something where they'll go, 00:55:44.406 --> 00:55:46.670 - they'll contact us. So hey, I need to. 00:55:47.990 --> 00:55:51.250 - You know, add a calendar function to my website so 00:55:51.250 --> 00:55:54.184 - people can start scheduling appointments with us. Oh OK, 00:55:54.184 --> 00:55:57.770 - well that's probably gonna take us about like 8 to 12 00:55:57.770 --> 00:56:02.008 - hours if you want to do that. That sounds good. Just let me 00:56:02.008 --> 00:56:04.942 - know. Yeah approved, please move forward. Great, I'm going 00:56:04.942 --> 00:56:08.854 - to send an invoice out. It's going to be for 12 hours. 00:56:10.200 --> 00:56:12.098 - As soon as you pay that and we have the funds in, We're 00:56:12.098 --> 00:56:13.120 - going to get to work for you.