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Client Relations

The precision recipe of surprises, thrills, and fulfillment we provide. For clients.

We’ve written 24 blog posts about Client Relations. View all topics »

  1. Connecting KPIs to Goals and Objectives

    On October 5, 2016 I published an article in Cognition entitled Deciphering goals and objectives. In that article I described how clients use goals and objectives interchangeably in Request for Proposals (RFPs). I also offered one solution for how to clarify goals from objectives to ensure a proper project approach. Once the goals and objectives of the project are understood, the next step is to identify key performance indicators (KPIs). If you are unsure how to identify and connect KPIs to goals and objectives, here is one method to consider that’s been used successfully at Happy Cog.

  2. Deciphering Goals & Objectives

    Recently I’ve noticed that the terms “goals” and “objectives” are being used interchangeably in requests for proposals (RFPs) that we receive. It struck me that writing an article that explains how to differentiate goals from objectives has been tried many times before, but the message isn’t being received. Clients still use them interchangeably, making it difficult to differentiate the broader, more strategic purpose of the project (Goals) from the steps that will be taken (Objectives) to fulfill that strategy. If you receive a request for project work, and your prospect has taken some liberties with the use of goals and objectives, here’s one way to translate them into clear statements you can use to help determine your approach to the project.

  3. How profitable is your staff?

    High fives all around—you’ve just launched another website. It’s truly cathartic when a team’s work fulfills the goals and objectives of a project. But as the project lead, if someone asked, “How much profit did your team generate?”, would you know the answer?

    Ideally, you would, because you’ve been keeping track of your costs over the past months. Evaluating project profitability as your project progresses enables you to monitor hours used and assess the efficiency of your project process so you can make strategic adjustments.

    If you haven’t been tracking costs incrementally, it’s not too late to make sense of the numbers. Determining project profitability in a digital agency, or really any service-based business, comes down to understanding your costs. Let’s break down one way to determine profitability for a project team, based on time-tracking data.

  4. Be a better painter

    8/27/15

    by Mark Huot

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    The past weekend I found myself in middle of the suburban maelstrom that is Saturdays at Home Depot™. If you’ve ever been to Home Depot on a summer weekend in New Jersey you know what I’m talking about. The entire universe of suburban dads swarm to Home Depot on Saturday to get supplies for the weekend’s chore list. It’s a controlled mayhem. Myself, I was in the market for some paint to freshen up our bathroom. I spent some time picking colors with my wife, settled on one, then sent her and the kids home while I waited in line for a gallon.

  5. A More Perfect Union

    8/17/15

    by Abby Fretz

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    At Happy Cog, we frequently check in with each other about our respective projects and how things are going. In both post-mortems meetings and weekly check-ins we evaluate not only on the time, budget, and resourcing health of a project, but on how the client is doing – on the experience of working with each client.

  6. Next Level Project Management

    Recently I’ve been privy to several good discussions in the Digital Project Management community around ‘next level’ project management – going beyond tactical proficiency and honing one’s skills around crafting client-team relationships. Tactical proficiency alone does not build a strong project manager (PM)-client relationship.

  7. The Intro Tech Call

    Yesterday at Happy Cog, Mark, Abby, and I had an intro call with a tech team for a client who will be implementing our templates into their CMS, which, in this case, is ExpressionEngine.

  8. Turn Signals

    For my first driving lesson my father took me to the empty elementary school parking lot across the street from my house on a Saturday afternoon. He drove over, parked the car, switched seats with me, then instructed me to drive.

  9. Frequently Asked Questions on FAQs

    No matter the client, FAQs are often a topic of conversation during many site redesigns. Maybe they are legacy content and deemed a new requirement for the get-go. Maybe stakeholders raise them as a potential solution during the course of the engagement. Sometimes, they even creep up on us (unplanned) after launch.

  10. Cognition Roundtable

    We’re bringing you this special edition of Cognition Roundtable, where Assistant PM Mica McPheeters speaks with our VP of Design Chris Cashdollar about the client’s role in design projects. Spend the next half hour with Chris, as he pulls inspiration from his upcoming presentation at HOW Interactive Design Conference in Washington, DC—“Reevaluating the Role of Your Client in the Design Process.” Specifically, he’ll cover:

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