vmartinez

Scenario: Your client has heard misinformation about HubSpot CMS that has caused them to lose trust in it, but they love your firm’s service and want to work with you on their next redesign project. Which of the following is the right course of action for you to take?

 

• Take time to understand their doubts, but don’t try to change their mind on HubSpot. Focus on winning the service contract for your firm first, because that’s where you will profit the most.
• Take time to clarify their doubts about HubSpot CMS and reassure them that your firm will work with them throughout the redesign process. With both your firm and HubSpot CMS, the client is much more likely to succeed.
• Take time to clarify their doubts about HubSpot CMS, and explain to them that your services are not as important as HubSpot CMS. If they buy HubSpot CMS, they won’t need your firm’s services.
• None of the above.

 

 

True or False? As your firm’s front-end developer, you don’t need to understand how to use HubSpot CMS. Only your client needs to learn how to use it.

 

• True

 

• False

 

 

True or False? You should consider walking the client team through simple troubleshooting steps or record videos, so your clients feel confident enough to make those changes without relying on you after your project is complete.

 

• True

 

• False

 

Scenario: You’ve completed every stage of a CMS migration project for a client, but they’re requesting a little more of your time for training or educating their team on how to use the tool. Because their team is particularly new to HubSpot, they need a little more help before they’re ready to be self-sufficient. What should you do?

 

• Give them the HubSpot Support phone number. Once your project is done, you have no further responsibility towards training them on the tool.
• Explain that you cannot be flexible, especially since they failed to communicate the need for additional training at the beginning of the project. It’s their responsibility to make sure they understand the tool, since you’ve already explained it to them in detail. If they’re persistent, you should explain that you’ll need to double your hourly rate moving forward.
• Lodge a formal complaint against them with HubSpot. They are violating the HubSpot culture code, and should not be allowed to renew their subscription.
• Take time to understand their training needs, and see if you can offer them an extra hour or two. If their needs go beyond that, explain that you’ll need to budget time and resources for the additional work. By working with them to give them a positive customer experience, you’re building trust with them for potential future projects.

 

Scenario: You, your firm’s newly hired strategist, notice that your team is struggling to keep up with project volume. Particularly, you notice that your full stack developers or technical leads are overburdened with answering your clients’ technical SEO email questions. You’re an expert when it comes to technical SEO, but that’s not what you were hired for. What should you do?

 

• Immediately request that your developers work overtime to account for the additional volume of technical SEO questions. Even if they’re overburdened, your job is to make sure each project is successfully completed, no matter what your firm’s implementation team thinks.
• Set up a ticketing system to triage the technical SEO questions, instead of letting clients email anyone directly. You can answer some questions with your expertise to help the team out. This way, no single person is overwhelmed with questions alone, and all of you can work together to solve the problem without sacrificing your core responsibilities.
• Organize a ski trip to raise everyone’s morale. If they enjoy the trip, they will stop complaining. According to Growth-Driven Design best practices, your teammates will benefit from spending time together through informal gatherings. This rapport will allow them to more efficiently answer questions in the future.
• Answer all the questions yourself via direct emails to the clients. This way, your developers will be able to focus on their work. You may need to work overtime, but that’s what leadership looks like in this situation. As the strategist, you need to do everything possible to address the situation yourself.

 

Scenario: You, your firm’s full stack developer, can hear your strategist and salespeople having an important conversation with a frustrated prospect. The prospect is asking a number of technical questions, and your strategist/salespeople are unable to answer them fully, because the topics are outside their area of expertise. However, you think you might be able to answer at least a few of the questions. What should you do?

 

• Don’t interfere. You’re not a sales or implementation expert, and you should leave the prospect conversations to them. You could potentially derail the sales process.
• Since you can only answer a few of their questions, don’t bother trying. In prospect calls, you have to answer all questions correctly immediately, otherwise the deal will fall apart.
• Quietly submit an anonymous report to HR about how your team members aren’t sufficiently qualified for their roles, and are falling short of expectations.
• Let your team members know that you might be able to help. Answer any questions you’re comfortable with, and research the other questions for the prospect. Teamwork will set you up for success.