Transcript excerpt from a client-success strategy video stressing that deliverables are the primary contractual obligation. The speaker emphasizes sticking to defined processes (e.g., using Slack), avoiding ad-hoc accommodations that dilute efficiency, and escalating exceptions to managers rather than engaging in people-pleasing.
No people pleasing. Look, we deliver the service and the deliverables are what matter the most when it comes to contracts and agreement. Making sure that we get the deliverables done, which in this agreement, it's literally these things right here, making sure those deliverables are done is so important and then all the terms and conditions around that. So our main deliverables, really what this boils down to is the meta ad system, which we do, the strategy and all that, the automated marketing system, the online calendar system, ad system, software support. So there's different things that actually break down into that, but that's essentially what we're offering as a deliverable at the high level. We need to make sure that we're delivering those things and providing that for them and that's the best we can do according to their offer and everything like that. But when it comes to people pleasing, when they're like, hey, can you guys do this or that or that and this, it's like to a certain extent we're always service minded, wanting to serve our client, we have to make sure it's not just like somebody says, for example, hey, I don't want to use Slack, will you email me all the ad draft? And just by instinct we're just like, yeah, no problem. When in reality that's going to actually take a little bit of time out of what we're doing and it dilutes the process a little bit. So in reality we don't want to be doing that right? So instead we need to be firm and instead of people pleasing, we need to be like, no, we have a process with this, we're using Slack and this is the way it's going to go. And we don't never want to argue, we never want to go back and forth. And if you need to elevate these kind of matters up to me or another manager, you can totally do that too.
