Tough client question — The Freelancer’s Journey, Clip 5
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Tough client question — The Freelancer’s Journey, Clip 5


We’re on a call. We have about six more seconds until things
get awkward and we can’t blame it on a bad connection. The question is this: why can’t they build
a site themselves? And before we give an answer, we have to first
understand the motivation. Let’s dissect. Five seconds left. What’s the motivation of the question? Why is she asking, why is she talking to us
if doing it herself is even a consideration? Three possible reasons, four if she’s just
being cruel. We could assume she doesn’t understand the
complexity involved, if that’s the case, we can just tell her, say how complicated
it is to build a bespoke website from scratch. But that could backfire, plus it sounds like
we’re saying she can’t, her firm can’t do this, which isn’t the case. Maybe they want to learn. Four seconds. Possibility number two is that it’s about
money. What if we’re too expensive? She wants all her options, that could be it. But then there’s number three. Number three is, she wants to know what’s
different, what value would we add, what can’t her firm do themselves. We could go this route, point to her current
site as a reflection of her business, and the clients they’re missing out on, how
a one-size-fits-all template isn’t the best option. But it could be four: she’s testing us,
she wants to see what our reaction is under pressure. Three seconds left. All these possibilities, a full board, we
could ask a follow-up, pretend we don’t understand, buy us time, we wasted time on
voices earlier with Grimur, we had a list of tough questions, never came up with this. But that doesn’t get us anywhere. So let’s reverse it, start in the future,
pretend like we got the client, we already landed the deal, and now we’re going to
recount exactly what we did to get there. Rule number one of client interactions, think
like the client, if you’re thinking about yourself, you’ve already lost. Rule number two, never play defense. Two seconds. We got the client in the first place because
there was some level of trust, and it seemed to her we knew what we were talking about. Each of these four options implies an answer
that says: you can’t do it, you can’t make the website yourself. But that’s not how we got the client, because
the answer isn’t that they can’t do it for themselves, and we can approach this in either
of two ways. One second left. We could say good question, we’ll get back
to you. Safe. That buys us time. But the other option is this: jump into the
fire. Tell them they can, then tell them why it
should be you. Deep breath. [Rebecca] Hello?
[McGuire] Yeah. [Rebecca] So what’s stopping my team from
building this?

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