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Tuesday, August 8 • 2:45pm - 3:15pm
The Thrill is Gone - How to Bring it Back Again (Customers and Trust) (Meg Ward)

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Abstract:
The Thrill Is Gone
Remember those heady days when it seemed like you and your customer walked hand in hand through a field of flowers with everything going right in the world? Maybe you've never had those heady days. Maybe you had them, and then the dark storm clouds of failed deliveries, disagreements on appropriate technology, competitive pressures shrinking your deadlines, etc. have left you and your team feeling that it's you against the world and your relationship with your customer will never be the same again.
I've been there, and I'm here to help. In February 2016, I moved from Developer to Manager of a team who were in their fifth year of a two-year project. To make matters worse, they had another deployment of an equally complex product that needed to happen nearly immediately due to competitive pressures (spoiler alert: we did not hit the deadline the customer wanted).
In this talk, I'll cover tips and tricks to build transparency, and with that transparency, build trust as well as about how to overcome a legacy of distrust and build stronger relationships.

Lessons Learned from Your Experience:
  • Identifying where the trust has fallen short
  • Tools to increase transparency - delivery cadence, emails, meetings, showcases, etc.
  • How to talk to your customers about potential failures


Speakers
avatar for Meg Ward

Meg Ward

Software Development Manager, IHS Markit
I'm a software professional with 17 years in the industry currently managing a team that fluctuates between 12 and 15 people working on a C#/SQL desktop app for the oil and gas industry. | In my spare time I play roller derby, brew beer, and read voraciously (mostly science fi... Read More →


Tuesday August 8, 2017 2:45pm - 3:15pm
Wekiwa 1&2