25 May What Makes a Client Awesome?
Tom: Hey Ed! Good afternoon, man!
Ed: Good afternoon!
Tom: How are you doing?
Ed: I’m doing great.
Tom: Welcome back, listeners! It’s Tom, your host from Carve, and this show is called Made Audible – from us to you, where we talk anything under the sun that is digital; I don’t know if that makes sense – anything under the sun that’s digital. Anyway, you must be wondering who Ed is and why he is here today.
Hey Ed, how are you doing? Good?
Ed: Yeah, yeah. I’m good.
Tom: Are you tense?
Ed: A bit.
Tom: Are you happy to be here?
Ed: Yeah, sure am!
Tom: Cool! So a little bit of insider, Ed used to do voices.Give us a sample. Stitch?
Ed: [In Stitch’s voice] Ohana means family, and family means nobody gets left behind or forgotten.
Tom: That is freakishly accurate.
Ed: I know, right?
Tom: It’s freakishly accurate. Ed, aside from doing voices, he is also an account manager. He manages a bunch of clients at Carve, and Carve again, is a digital agency. We do a bunch of work for a lot of really cool people. So today we’re gonna talk about what makes a client cool.
So Ed, we’re just gonna riff it, right? This is an exciting topic, you think?
Ed: Yeah, yeah it is.
Tom: From your 3 years in Carve —
Ed: Almost 3 years.
Tom: You’ve dealt with different types of people.
Ed: Yeah. That’s right.
Tom: You yourself, you’re a different kind of person, too.
Ed: Yup. The weird kind.
Tom: The weird kind. Stay weird, Ed. We love weird.
Ed: Me, too.
Tom: So the different types of people… what makes a client memorable, or like, what makes him remarkable, easy to work with – just a joy to kind of engage with. I want to talk about what are the best traits that they have that you’ve encountered so far that have made your life really easy, thereby making the work really excellent as well.
Ed: Well, what I’ve experienced in all of the clients that I’ve encountered, they really are amazing people – they have ambition, they have dreams, they have goals that they’re pursuing, you know? I’ve met clients that work on being coaches. They help other people, like there are parenting coaches, ones who are business coaches, there are fitness coaches, all types of coaches! And every one that I’ve met and got to know have been really great people, you know. They want to help others, they want to provide people assistance in the things which they are specialized in. Like with parenting, like how you raise your kids, or how you can better raise your family – take care of your family, if you have any problems with familial stuff, they’re there to help! And that really amazed me that these people would reach out to so many people and invest so much of their time and energy so that they can give themselves in service to all those people out there who need service.
Tom: Absolutely get what you mean. It’s really cool to work with them because of why they work, right? Why they do the thing that they do in the first place, which is pretty cool because they’re trying to get themselves out there because they know that what they got, what they know, is actually going to help somebody.
Ed: And it’s not an easy thing to do.
Tom: It’s not an easy thing to do.
Ed: In this digital age, so there are ways for people to reach out to people besides walking around the neighborhood, or starting your own physical business, having a building. No, here in the digital age that we are in, you can start your own websites, or blog, or try to reach out to people through social media – Facebook page or LinkedIn, and it’s really great. You can reach a lot of people through digital means.
Tom: But on the same accord, it is both the bane and the boom, as they say because now everybody, anybody, can be broadcasting themselves, and you and me as an audience for example… let’s assume. What do you like? You like games.
Ed: I like video games. I love video games.
Tom: So everybody making video games, all the companies doing video games, controllers, consoles and everything, they’re all broadcasting. There’s so much noise happening on the internet, and if you were a product on that space, just to reach you, Ed, I’d have to stand out – I’d have to go through so much just to stand out. I mean, this book, The Signal and The Noise, talks about those things. There’s so much noise that you’d hardly be able to figure out the signals you want to pay attention to. So what it is right now, you help people stand out. You help people broadcast themselves — Marwin is trying to pass here, he walked right by the lens. Anyway, shout out to Marwin for trying to not walk across the lens, but in the end still walking across the lends. Marwin, if you’re watching this, you know what you did last summer. Marwin, you naughty boy. Marwin is one of those account managers, too, and I’m gonna get him onto the show as well.
Ed: Yeah. He’s a great guy.
Tom: Let me bring it back to what we were talking about. So you’ve explained why they do it and what they do it for, you know, they’re reasons for doing it. And at the same time, it is a challenge. Along with that comes tensions, and pressure, and certain goals and challenges that come along with it. So that affects the working nature. As far as working with people, what were some of the best actions or exchanges you’ve had with people that made working with them and working for them and working to create something great easy?
Ed: So… Wait, I’m so very sorry.
Tom: Give me a behavior, man. Like, any kind of behavior that you like.
Ed: From these people?
Tom: From these people [giggling]?
Ed: Sorry, it sounded kind of racist, didn’t it?
Ed: From these people, my people. Okay. Behavior.
Tom: Yeah. How do they act, how do they work with you? And what makes it great when they work with you a certain way?
Ed: A lot of the people I’ve worked with, clients I’ve worked with, they have a lot of energy.
Tom: You like that?
Ed: I like that, you know. You can feel that they love what they do, and they wanna keep doing what they do. You can feel the force of their personality because most of these people – all of them, actually, have a strong and charismatic personality.
Tom: Strong and charismatic personality.
Ed: Yes. And it attracts people to them, who wants to listen to them, wants to know what they know, take the things that they’re putting out there and make them believe that the things that they’re sharing, the information, the workshops or webinars, or what have you, will help them – will help them solve their problems.
Tom: So what it is, number one. The energy, you like it.
Ed: Yeah, I like their energy. I like their drive.
Tom: Their drive and the vibe when they deal with you. It’s intoxicating. Does it catch on? Do you feel energized after talking to them?
Ed: Yeah, I do. It’s like once I hear them speak, they sound like they’re about to punch a goat really hard because punching that goat is going to drive them forward, going to have them get out there and get more traction. It empowers me as well. It’s like “I want to help this guy!”
Tom: Like you drank a can of Monster.
Ed: Yeah, like a can of Monster. Oh God, this guy, he’s really into this. He really wants to do something. He loves this. It fills me up, you know. It’s like “Wow! This guy knows what he’s doing. I wanna help him to do what he’s doing.”
Tom: You want to be the facilitator of the action. I totally agree, I totally get that. What else? Aside from their energy, how do they work with you that makes it remarkable?
Ed: Most of them, all of them really, that I work with, are very professional, they’re polite, they know what they’re doing, though sometimes they need help in certain aspects of trying to organize the things that they want to do, and then sometimes they don’t really know how to do it, and that’s why they approach us. They want our help so that we can help them do what they do best. And so we become like their extra hands and feet, we help lift them up. We help them do things; sometimes they don’t know what to do, so we can do for them, and sometimes to help boost them up.
When they speak to me, you can hear the sincerity that they’re there, and they talk to you and they want you to know “Hey, this is my business, this is what I do, and I need your help,” that sincerity is just really touching, and the professionalism and politeness that they approach you with, it really gives a great impression.
Tom: So first the energy, second the professionalism and the politeness. Now I’m starting to imagine, like, a character. I’m trying to paint a picture of who this person is – someone who’s like Elon Musk, or someone charming and charismatic, at the same time extremely polite. How do you say it? “Good afternoon. I would like to make my presence known as of this evening.”
Ed: Okay, maybe not THAT polite. But generally very polite and professional people.
Tom: So when they’re professionally polite and energetic, it helps you support them.
Ed: It sure does.
Tom: Okay, but let’s dig down a bit deeper here. Let’s go and talk about an actual action. I feel like what we’ve talked about so far is kind of abstract, and I want an exact behavior. Give us one exact behavior that makes working with them easier – a behavior towards you, or approach towards work or their style, how they do certain things, because you said that we’re the hands and feet, but I also feel like we’re also sometimes the left brain, you know what I mean? Have you seen Pacific Rim, where there’s 2 people and they merge brains.
Ed: Oh yeah, so that you can pilot the robot. So that the strain is half and half both.
Tom: What do they call that? Drift! I say that because they’re mostly creative and they have all these wild ideas and concepts, when we engage with them, part of our responsibility is to translate that idea into projects, tasks – pieces of work, that make it materialize, make it tangible, right? So in that process there’s a lot of different things, a lot of moving parts, that have to transpire and take place, and so let’s talk about that a little bit. What do they do that makes working easier? What we want to happen is that, if they’re listening right now, is that they leave the podcast feeling like “Okay, the next time I talk to my account manager or anybody I’m working with on a project, I’m going to be a.) super energetic, b.) professionally polite, and c.) I will do… anything that Ed says. [laughs] What’s that last one, that last bit?
Ed: Well, one of the things I find also very cool is that we’re there to help them and then we want to make sure that we help them the best that we can, and then we will let them know how best we can handle these tasks and projects.
Tom: So how can we do that? What do they have to do?
Ed: Yeah, exactly. When I approach them, they’re very receptive to ideas like when we want to centralize information, communication with them so we can keep things in order and so that we can perform better for them. They’re very receptive to ideas like using a project management tool. One of those really well-known project management tools, I’m sure, is Trello.
Tom: Shout out to Trello if you’re listening. Shout to Taco, which is the character of Trello, right? Anyway, shout out to Taco.
Ed: Trello is great to use to keep things organized. And when we make those kinds of suggestions –
Ed: They understand that this is helpful for them, and they listen to our suggestions. We want to help them, and they have an open mind and an open ear to the things we propose to them, and that really helps. That’s really helpful because we want to work with them the best that we can and we want to keep things smooth – keep the workflow smooth and our relationship smooth as well. So that also is one of the cool things, one of the things that I find really great.
Tom: So there you go! That’s number 3 right there, man – when they listen and they’re receptive. Right. So a.) energetic, b.) professionally polite, and c.) listens and is receptive to ideas or suggestions, recommendations – a better way of doing things, or a certain perspective and approach to a project or task. Oh yeah. Rock on man. You did great on this podcast. How do you feel?
Ed: It’s really cool. It feels nice.
Tom: Right. Let’s end this, Ed. We can look at the camera now. I’m going to end this with life advice from Ed. Give them a little bit of life advice.
Ed: In my 26 years of life, I guess the best advice than I can give you is to believe in yourself.
Tom: Straight out of the self-help section of the bookstore! Believe in yourself! Tom here, your host, and today Ed, signing off! Deuce! Peace out.
Ed: Bye bye!