Accounts - how do you successfully pushback against a client who has no understanding of timelines/production process and always wants shit done yesterday.

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This is a fine art of long term educating your clients every chance you get on process and steps involved and timing of each and every step in as great detail as it takes to convince them/help them get it. The ones who really don't get it and demand unrealistic timelines really need to be walked through it all like 5 year olds. They'll either learn and appreciate it, or the other option is they get overwhelmed or bored by the details/technicalities and go: ok ok, just tell me when you'll have it ready then. Also, use your PM to walk them through process and timing - it helps for the client to hear from another person whose job actually is project management, it disarms them + makes them feel good there are more folks and experts on the team working on their business. They also have a harder time pushing back on PMs than you who they feel more comfortable with (as they should).

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@AD1 got it right. It’s all about setting expectations. Client needs to understand the intersection of good work, fast work, and cheap work.

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Clients need to be educated. The more they know the better off we are.

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Ooof. This hits too close too home to even respond.

I once had to create a day by day, hour by hour deck on why we couldn't turn a banner ad around in 24hrs. Sleeping not included.

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^ Exactly what I meant, too, yes!! I would not sugar coat the potential for delays! Rule number one ismanage expectations from the first minute of your client relationship. Not in a rude way or throwing the client into panic and despair, but be clear while polite and committed to helping them in any way possible to meet the deadline. Add a Notes column at the far right of the timeline and write super short clear "caveats" to each step where needed. This way it's in writing and clear so 3 months later they can't say they didn't know. Revise/update accordingly when needed. Remind clients of the assumptions behind the timing of each step when the time approaches

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I wish my account team knew how to do this...

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I've had to deal with this countless times. What I've found helpful -- sometimes -- is to send an email timeline to the Client and set up a call with the sole purpose of reviewing it. Have a Producer join as well to chime in for support so it's not you vs. Client. Walk through it in detail clearly painting a picture of what goes into every step. And if you truly have no padding, explain that their launch date will need to be pushed out if there is delay at any step of the way. But this is a delicate move -- if you feel it will jeopardize the Client relationship and piss them off in a major way, you'll have to somehow get it done.

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Don't send them to us, be a good account person and explain it yourselves. We do you enough favors all day!

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You separate the words "push" and "back." Grammar police here! Violation!

Probably best to just roll over and toss it over the fence at the team.

And as SAE1 said, clients can choose which two of these three they want: quality, time, cost/money - but can never have all 3, something always has to give. There no good, fast, AND cheap work!

They don't care. They only care about what you're going to do about their understanding of deadlines. So focus on what you can do to help them meet their internal expectations and give them options so they're never stuck. It's up to you to project manage, set expectations and set deadlines for them.

LMAO 👆

Call the client directly and tell them that their due date not possible, but counter offer with an alternative date. Give reasoning that makes sense, such as the need for resources (man power). Always communicate deadlines on the phone and follow up with next steps via email. For the extremely impatient clients, I have flat out said to clients (respectfully) that their proposed due date is impossible for all involved parties. And of course- when in doubt, escalate to senior team members for help.

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