There has been a lot of conversation recently on the question of web and software project agility – that is, movement from traditional plan-driven methods in favor of iteration. 

Web strategists and developers are moving to agile processes because the technology marketplace demands higher response to change. Specifically, no sooner do you develop a plan document when the scope changes  – causing loss of time, productivity and bottom-line ROI.

A colleague of mine, Brian Molstad of Molstad Consulting summed it up nicely: 

"As much as I am a major proponent of documenting requirements and asking the right questions early on, I recognize that documents and prototypes have a shelf life. When it's time to move on to the next iteration, it's time to move on. 

Unfortunately, some development teams I've worked with get a little documentation, and they ask for more and more.  I've much preferred working with those teams who take the high-level structure I provide and innovate within (and outside of) the box. When other developers/clients have asked for more specs, I prefer to respond with, "can't we move into HTML to get this going?"

Perhaps I have no problem giving up "control" of a project since I don't come from a formal project management background and more that of information architecture, usability, user-centered design, etc., which has always favored designing in iterations. I look at project management as whatever it takes to get the project done and provide the most value quickly. Here's to agile development!"

If you feel you’re  ready to take the ‘agility’ plunge – here are some great resources to get started.

Discussion groups:

Agile Project Management

Scrum Development

Extreme Programmer

Best

Denice MacDonald

Whether you are a well-known non-profit or a highly regarded ivy-league college, fundraising is a dubious task. Simply tapping into a focused, well affluent rolodex or connecting via the university’s alumni simply is not enough. With economic barriers commonplace, asking and getting monies for your organization is going to be tough, if not down-right impossible. 

Here are a few quick ideas that may work – offering less barriers, longer shelf-life and definitely measurement for future initiatives. 

You’re Not Alone – Joint Fundraising:   

Joint fundraising can offer many advantages. From more comprehensive, coordinated efforts to increasing organizational credibility, joint fundraising can give funders ‘more bang for the buck’ offering double the value in leads, monies captured and visibility. Joint fundraising should include both online initiatives and event fundraising. 

Reach a Broader Audience – Online Fundraising Auctions: 

With the help of the Internet, online auctions break the barriers of time and geography and allow organizations to reach a broader audience and increase their fundraising potential. Online auctions offer a more reputable and quantifiable value to donors and sponsors. They also dramatically expand the marketing reach for organizations as a whole, creating a greater awareness of the cause and a greater fundraising capability. 

Use Name Recognition – Online Mall: 

The great thing about creating an online mall is that shoppers are actually shopping directly at the site owned by the store of their choice so they know their experience is safe and secure. Big name brands like Target and Nike have fundraising programs that are quite lucrative and offer visitors numerous choices. The online mall can work independently or in unison with other fundraising initiatives. 

Lastly, fundraising requires a well branded web presence – here are a few great examples: 

• Fundraising using celebrity and a great themed-cause: "Make It Right Nola"  
• Fundraising using great online tactics and themed-cause: "Nothing But Nets" 
• Great Non-profit: "Idealist"
• Great University – UW-Madison using great brand for fundraising efforts: Great people.Great place. Fundraising Initiative Built Around Campus’s Top Priorities   

Before starting your fundraising initiative, consider the following valuable resource: 

• Complete listing of Fundraising Books, Periodicals and White Papers located at UW-Madison, WI

Best,

Denice MacDonald

Before Web 2.0, organizations would take old brochure copy, poor graphics, a couple of cheesy widgets and off they go to build a web site in bad html code. With today’s user expectations, web sites have to be a bit more sophisticated, offering the best-of-breed in user experience and delivery.

To truly build a great web site presence, compete on a level playing field and convert customers, organizations must do a bit of homework before developing their web site.

Review competitors – in order to compete, organizations need to see how they fare against the competition. A comprehensive competitor’s analysis will allow the organization to provide a similar interactive experience when vying for customers to their products or services.

Know your audience – most web sites try to cater to a broad-base audience using a ‘hit or miss’ approach. With today’s web savvy user, web sites need to address exactly who their customers are. In most cases, audiences are looking to be entertained, informed or persuaded - but knowing specific industry focus, generational disposition and online behavior will go a long way in getting your audience to engage, drill down and act.

Create relevant content – with the growth of social communities, blogs and rich video media, content can be served up in many formats. Key to the use of these great Web 2.0 applications is providing relevant content to users.  Similar to ‘knowing your audience’, organizations must segment content based upon visitor types.

Enhance the experience – the visitor experience relates to ease of use, access to relevant content and tools that will help engage, connect and convert customers. Reviewing appropriate navigation, Flash or graphics, web tools or gadgets as well as call-to-action scenarios will enhance the experience and have the visitor coming back for more.

Integrate online and offline strategies – successful organizations have realized that integrating online and offline marketing strategies is the best way to tap into a large customer base and get customers to spend more. Moreover, when an integrated strategic plan is executed for online and offline simultaneously, customers get a single, unified message from the organization that reflects a cohesive brand.

Best

Denice MacDonald 

Many organizations are obsessed with volume – measuring success by how many web pages were viewed or how many people visited the site. In many cases, this type of information is meaningless as it is not directly linked to a web plan or strategy.

Whether its web site traffic analysis, search engine optimization or tracking business success metrics, you need to develop a web strategy ‘up front’ to support measurement objectives. This thought process seems so fundamental but rarely exercised. 

Why? A strategic plan for evaluating your website will help you:

1. Collect only the data you need to make informed, strategic decisions
2. Identify priority “action areas” for improvement, measure the impact of those actions; and keep your customers coming back
3. Determine benchmarks and performance goals you should aspire to, and the extent to which you’re achieving them
4. Determine whether you’re getting a return on the investment you’ve made to build, operate and maintain your web site(s)
5. Evaluate how well your web site is performing relative to competitors, your company's brand, mission statement or hiring criteria

How? Develop a plan – a strategy – and review and adjust it regularly by asking these questions:

• What do you need to measure?
• What are your requirements?
• How will you measure it?
• What tools will you use?
• What methodologies are needed to gather the data you need?
• What will you do with the results?
• How will the results help meet the goals for your web site and your company's mission?
• How does the plan fit with your company's overall strategic and performance plan?

Once armed with this process and validation, you will find that your ROI exceeds expectations!

Great Resources:

Coremetrics Web Metrics
Get powerful web site metrics with the leading provider

Web Measurement Data Fast
ClickTracks web measurement shows behavior, conversion, groups, SEO

WebTrends Analytics
Marketing Intelligence Solutions, leading analytic & metrics software

Web Analytics
Compare web analytics products and get a free report sample from CMS Watch

Best,

Denice MacDonald

Colleagues of mine talked so much during a recent presentation that they 'bought back the sale' - that is, the project was theirs for the taking, but insistent conversation and over confidence about their deliverables turned the prospect off.  Within minutes of the presentation, my colleagues received a declination e-mail saying the prospect went with another vendor. They asked me what went wrong. 

I’ve been both a marketing and sales professional with more sales calls under my belt than I would like to admit. I’ve had the rare opportunity to manage all types of sales professionals – engaging each based on their various ‘sales’ gifts. One type is very technical – having the ability to talk forever on the technical aspects of a product or service feature. Another is highly sociable – providing anecdotes and keen insight on the latest sports conundrum or talking freely about the latest stock market debacle. What years of wisdom and street-smarts can I provide to these professionals (and my colleagues above) – who on many levels ‘think they are doing it right’? 

It’s really this simple, stupid! 

Embrace the warm-up – Often times we delve too quickly into a conversation, meeting or presentation without some type of warm-up.  It’s imperative that you do your homework and find some key nugget about everyone in the room. Engaging everyone in the room in the first five minutes will dictate if you get the next hour with them. Check out their web site – great information on the company and the employees can be found in their blog, careers or community section. Remember, it's all about them - not you. 

Start listening – It's the key to any relationship. Trust me, this has been a hard one for me as I can in every case ‘already see the end product or service’ in play.  It’s imperative that you ask open ended questions to engage prospects and customers regardless of whether you know the answer. Bottom-line, you actually come across more intelligent when you let others do the talking. 

Ditch the word ‘should’ – Most customers are trying hard to do the right thing – oftentimes they themselves make bad choices or worse, don’t know what they’re buying. We don’t need to remind them that they ‘should do this’ or ‘should do that’. The key to a great sale is giving the customer what they want, not what we think they need. You can always explore options later once the relationship has matured. 

Laugh out loud – If you enter into a sales situation that is uptight, predictable or contrived, you will fail. Enjoy the meeting, enjoy the moment. Customers who see your excitement will trust that you are confident and value the task/project/product at hand and they in turn will feel more comfortable with handing you the reins (ummm…the sale). 

Lastly, don't assume that any sale is truly sold. You will need to qualify and redefine the relationship on an ongoing basis. Find mechanisms to stay connected to your clients so that they won't be snatched up by someone else because you forgot to pay attention.

Best,

Denice MacDonald

You've spent a lot of time building up your reputation and image both online and off, so it's important to make sure that someone or something has not jeopardized your brand.

One of the simplest and easiest ways to track your reputation is to use Google Alerts. With this free service, you can search either all of Google's properties, or you can specify that only News, Blogs, Web, Video, or Groups is searched. You can then configure the Alerts results to be emailed to you either as it happens, once a day, or once a week. There is also a page where you can edit the alerts once they are created or delete them when they are no longer in use. 

If making a good name for yourself online is a priority, it's time to take a proactive approach to getting your name out there the way you want.  

BUSINESS SOCIAL NETWORKS – Complete your profile in its entirety and connect with key professionals in your network.

BLOGS – Consider a business blog and one that you contribute to – showing you are a thought leader will aid in elevating you or your products in your industry. Likewise, use blogs to amend or respond to bad hype.

WEB 2.0 PR – Get news interviews, podcasts, webinars with clients 'live' online. Third party testimonials by key constituents regarding your products and services will go a long way in building brand reputation.

LINKING – If you have a web site, consider carefully where and how inbound and outbound links are connected – bad links will reflect poorly on your brand.

SUB-DOMAINS - Add a sub-domain for careers, corporate and/or product info for little or no cost.  Not only will sub-domains elevate your search results but add depth to your reputation.

PPC/ONLINE ADVERTISING – This can only help protect your brand and will help influence visitors to see who is the real website that should be visited.

SEARCH - Take control of the visible results of any search related to your brand. By taking a coordinated approach to search engine optimization, you take greater control of the other nine slots.  

Best,

Denice MacDonald

Tradeshows are no longer simply ‘meet and greet’ events. 

Tradeshows offer a tremendous opportunity for businesses to increase market share with existing customers, introduce new products and services while creating and converting new leads.

Leveraging the Marketing Mix - It is imperative that your marketing efforts include pre-show, at-show and post-show activity. 

Before the show, consider direct or e-mail marketing.  Reason simply, mail lists are typically included with the exhibitor fee and offer a low-budget way to attract leads to your booth.  In some cases, the list can be vetted to include leads more aligned with your offerings.  Don’t forget to include customers in your mailing and/or offer ‘free passes’.

The mailing/announcement could include an incentive or giveaway to your booth. Developing a dynamite giveaway takes thought and creativity. Consider what your target audience wants and what will help them do their job better.

 At the event, use the booth as an effective marketing tool by making a strong statement about who your company is, what you do and how you do it (great signage, large graphics etc.). The purpose of your exhibit is to attract visitors so that you can achieve your marketing objectives. In addition to it being an open, welcoming and friendly space, there needs to be a focal point and a strong key message that communicates a significant benefit to your prospect. Plenty of literature and business cards will help to entice visitors to your offerings. Blogging, onsite kiosks and video imagery will also enhance visitor engagement.
.
Lastly, your people are your ambassadors and are key to visitor engagement. They represent everything your company stands for, so choose them well. Brief them beforehand and make sure that they know: why you are exhibiting; what you are exhibiting and what you expect from them.

Post the event, the key to your tradeshow success is wrapped up in the lead-management process. The longer leads are left unattended, the colder they become. Establish a process by reviewing and vetting leads, set time lines for follow-up including scripting, custom communication and web page, use a database for tracking, make sales representatives accountable for leads given to them, and then measure your results.

Need a great booth?

Contact: Chuck Hill, Director of Marketing and Sales at Creative Works, Inc.

Best to everyone this 4th of July!

Denice MacDonald

“Web Content Management Systems (CMS) are software toolkits that automate the rapid deployment from multiple sources.  Web content management systems (CMS) are collections of application programs and middleware that automatically organize the content for your website according to rules you set up.”
Tony Freeman at DeepBridge Technologies 

Stay true to the rationale

The benefits for a CMS that is the right fit for your organization can improve brand position, elevate the user experience, aid in customer conversion while providing content that is timely and relevant.

Most times, organizations will agree to a CMS as they think it will reduce the need for IT services and/or eliminate full-time positions.  On the contrary, the use of a CMS will actually require dedicated resources and several defined skill sets.  Moreover, if the wrong CMS is deployed, financial risks can be high.  Be aware that it's not software you're introducing to your company, but change.

What kind of software do you really need?

Defining the exact nature of your CMS requirements can be daunting but a necessary business process.  Sites often termed brochureware will migrate to a CMS that is strictly content-based whereas sites with e-commerce, digital assets, sophisticated collaboration (CRM) or enterprise integration will require a hardier CMS with more functionality. 

Start by drafting your CMS requirements and creating a formal RFP. This should be a project in and of itself, with the appropriate resources and relevant stakeholders allocated to make sure that it is done well. The RFP should include suggested infrastructure and technologies and offer vendors an opportunity to suggest alternatives as long as the suggestions are accompanied with a detailed explanation and justification.

Careful scrutiny should be given to vendors that provide training, yearly licensing and version upgrades, maintenance and support – bundled or unbundled in the fee negotiation. 

If you do your homework correctly, your CMS will have a five to ten year shelf-life and provide the organization with a defined return on investment.

Best Resources:

• CMS Watch Report
• CMS Matrix

My Pics:

Ektron CMS

Sitecore CMS 
 

Best,
Denice MacDonald

We've been sitting on the sidelines watching with wonder the latest Yahoo - Microsoft - Google triangle of events.  Finally, an outcome worth commentary. I agree with Venture capitalist Fred Wilson that Yahoo did the right thing by choosing Google over Microsoft as a partner. 

Wilson contends, "Yahoo! finally woke up and did what they should have done years ago, cede search monetization to Google who simply does it better and will always do this era of search better than anyone else. Now Yahoo! will do what it needs to do. Clean house, get lean, and get out of businesses it shouldn't be in. Focus on what it's good at. And start making money and growing again. They may need new leadership to do that. But selling this asset to Microsoft just because they had the wrong leadership and probably still have the wrong leadership is a mistake."

Google CEO Eric Schmidt couldn't be happier.  In a press statement he indicated: "This commercial agreement provides Yahoo with the opportunity to deliver more relevant ads to users and provide advertisers and publishers with better advertising technology to help them succeed in their own businesses. This agreement will preserve the competitive and dynamic online advertising space."

It will be interesting to see if Yahoo can redefine themselves in short order and do what they have to do to keep everyone happy - but partnering with Google will lessen the burden.  It will be interesting to watch and we certainly will learn a lot.  That's the best part about being the small guy on the sidelines.

Podcasting complements blogging:

Podcasting is not only user generated content, but user generated content in its most intimate and persuasive forms, it is the sound of your voice, the sound of your music or your captured video. In most cases, podcasting is affordable/free and podcasts are always portable.  Moreover, podcasting is a 'literal voice that complements the virtual voice of blogging" according to Steve Dembo, Teach42: "Why Podcast While You Already Have a Blog?"

If you have something to share – a message, information, or commentary, start with a good podcasting program that can help you create the podcasts you envision. Podcasting software can help you create professional sounding podcasts and facilitates publication to your blog, your web site or a podcast directory. This is more than what audio editing software alone can do; audio editing programs generally do not support tag and feed creation.

Where to start:

I recently completed a podcast software review for a client and found that Podcast Station was the best solution for voicecasting AND professional sounding interviews.  Since the Podcasts are meant to be shared, the publishing wizards help with tag and RSS feed creation. BUT, if you're looking for 'free' open source software supported by Mac OS X, Microsoft Windows, and GNU/Linux, consider Audacity - recently named in PCWorld's 'The 100 Best Products of 2008'.

Ahhh...try it out here:

Lastly, Podcast Alley is the podcast lovers portal. Featuring the best Podcast Directory and the Top 10 podcasts, as voted on by the listeners.

As a marketing consultant, I am exposed to diverse organizations with differing goals and strategies.  The one constant I urge them to do is the review and evaluation of client engagement.  Engagement can mean a lot of things to different organizations based on market reach and industry focus.  

In simple terms, client engagement is defined as how the organization involves, interacts and influences clients to act (buy, sell, refer, recommend and so on). 

To begin the process of determining an organization’s client engagement, I suggest we detail the marketing funnel (aka sales cycle) as a function of engagement.  Moving a client from suspect to prospect to client through engagement is the key to shortening the sales cycle resulting in conversion and sales.

Suspects (unknown buyers):  This group requires education on your organizations products and services and reflects the longest selling cycle.  They are motivated by initiatives or communications that readily let them know who you are, what you sell and that the organization is highly credible/knowledgeable.  

Prospects (qualified leads): This group reflects individuals or organizations that are predisposed to your organization and offerings.  They know who you are, what you sell but are not totally convinced. They are motivated by virally generated initiatives, social media and similar client work. 

Clients (includes actual buyers, employees and stakeholders):  Clients require one-on-one relationship management, high level of servicing and ongoing evaluation of needs. Over time, clients can become suspects or prospects depending on the rapid changes within their organization and will require similar initiatives outlined for suspects and prospects. 

Once the three segments above are delineated, it will become clear what initiatives will support engagement to move diverse buyers down the funnel.  

Bob Pearson, of Dell, recently presented insight into Dell's learning relative to the web - and in my opinion, they are spot-on with their findings. I've taken the liberty of condensing the learning below.

What Dell's Learned so far?

1. The online world is undergoing the most significant transformation so far. 
2. The # of conversations is exploding. 
3. Customers want to speak with us in their first language. 
4. New countries are formed every day that are not being treated with the full respect that their nation's population deserves. 
5. Watch out for content pushers. 
6. You new home page is really cool .... but do you know where it is? Today's home page is a Google search Results page.  The Traffic that matters is not about you!
7. If you build it they will not necessarily come!
8. Less than 1% of a personal time online will be spent online purchasing.

What has Dell's Key Learnings & Action been with all of this?

1. The most important thing you can do is help customers w/ their technology problems.
2. Blogging is global ... blogging is multi-lingual ... blogging is by community of passion ... blogging is not "one blog". 
3. Would you rather do a focuses group with 10 people or listen to 100,00 people debate ideas for a few months and ask them questions throughout the process? 
4. Customers are partners and partners join together to make a difference. 
5. Communities are more powerful than individuals, Communities want to help each other improve.
6. The online experience at work should be similar to the online experience at home. 
7. Join your customer's communities and become part of the solution.
8. You can be easy to see, and should be easy to converse to.
9. If you are dealing with an issue be truthful, transparent and diligent in updating your customers.
10. Your customers are people not lines of business.  One customer or Employee --> Many communities.
11. Measurement requires thinking outside the box.  Don't try to fit old thinking to the new environment.

 Citation Link: Search Marketing Gurus

From Web branding to content development to deployment - who actually 'owns' the success of a Web site?

IT would suggest since they 'house' the Web site - they own it. Operations and Finance will keep close ties to the Web inferring that the site is simply a cost center to them. Sales will tell you that they have a vested interest in securing customer leads. Marketing would argue that they are the face and communication portal to customers. AND, HR would contend that the Web site is a vital recruiting tool for a new global economy. Who's right?

All of them are. It is imperative that all departments, disciplines and vested shareholders collaborate on the daily feeding and transition of the organization's Web site initiative - or else the Web site will fail.

Why? Web sites are no longer ancillary, they are mission critical - adding substantially to the organization's bottomline. Moreover, the combined needs of various departments or disciplines actually enhance the dynamic strategy behind the on-going transition of an organization's Web site by offering various views and points of entry to clients, customers, employees and shareholders.

How? Collobration does not begin by ordering various departments into a conference room for a stratgegy meeting. It begins with defining needs, strategies and business goals. In most cases than not, what the sales department requires is not much different than what the HR department may need. Each are looking to communicate the organizations value and offerings while providing easy 'call to action' scenarios for visitors and on-going interaction to the organization's Web site.

Where to begin? Start with simple site goals that require collaboration against business needs from various departments. Begin the process of determining how the needs intertwine or can be repurposed to satisfy many needs.

Example: HR is trying to hire high end sales professionals in a very tight market. Sales is trying to get a new product to market. Marketing has a tight budget but would welcome PR exposure relative to company growth.

Suggestions: Use Web video to create employee profiles for HR enticing 'like' recruits. Use the same Web video but add additional footage to introduce and email video newsletter to targeted customers and leads who may benefit from the new product. Have marketing dove-tail the email video newsletter AND Web video components to the Web site thereby increasing interaction to the site through video news releases. What will this take? Two or three days of shooting, various formatting of the Web video, simple permission-granted e-mail program and some high end content. The create it once, use many ways concept has leveraged the collaboration of various department intiatives while safeguarding a cohesive web brand strategy.

Online video is more than MySpace and ads – it’s a lot more.

With traditional television ads, there is very little social interaction or measurable engagement. With online video, however, you can easily optimize for social networks, blogs and widgets, and also take advantage of the ability for people to share and comment on the videos or otherwise spread them virally. Social media technologies enable you to dramatically stretch your advertising budget, as you're empowering your audience to help spread your message and your brand to their friends and networks. And thanks to the cost efficiency of online video, you can also create several versions of videos that appeal to a wide range of demographics.  

Here are a few guaranteed approaches using video within your marketing mix:

Recruiting:  Get others to acknowledge the organization and its great culture.

Product Launches:  Nothings better than a customer using your product and endorsing it.

Blogs: Get an authentic ‘take’ on any subject matter with social interaction and feedback.

Trade Shows: Customers love to see employees they work with but never get to really ‘face’.  Run a customer service video with an engaging theme.

Newsletters:  Up the ante on interaction by providing a couple of :15 second spots offering a personal take on the subject matter.

Web: Repurpose any or all of the above to your online web presence, banner ad, custom pages or e-mail communications.

As my readers can see, I'm an avid "LinkedIn" social networking participant - not just for exposure, but for all the wonderful resources available.  For example, the web development question resource module is excellent for obtaining information on any subject matter. I recently answered a post for:

What 5 books would you want your web development team members to have read when you hired them?

 There were numerous - and interesting - responses.  Here are a few worth sharing:

1. "The Design of Everyday Things" -- looking at web sites differently increases conversion by Donald Norman
2. "The Tipping Point" -- leveraging web sites from a new point of view
3. "The Long Tail" -- insight into usability and Internet economics
4. "The Cluetrain Manifesto" -- understanding the underlying human dynamics relative to web sites
5. "Getting Real" -- Building faster, easier web applications by 37 Signals
6. "Groundswell" -- Harnessing social technology by Charlene Li
7. "Collective Intelligence: Mankind's Emerging World in Cyberspace" by Pierre Levy

Most of these publications can be acquired through Amazon.com.

By 2012, more than 145 million people—67% of the US Internet population—will be reading blogs at least once a month.

That is up from a readership of 94 million in 2007, or 50% of Internet users. Click graphic for full article.

Caveat > The Ethics of Blogging: 

As we know, blogs are great for search engine optimization - but that should not be the only reason for creating a blog.  A blog is a reflection of your brand and your contribution to customers and other stakeholders.  A 'blog plan' should be formulated to insure that the content that is conveyed is relevant and proper for the end user. 

A plan would include educating management and training employees on creating and posting blogs so that emphase is placed on the organizations' attributes in product, marketing, PR, customer service, research, legal or HR. Likewise, blogs are a great recruiting tool as potential hires have an opportunity to look inside your organization and see the culture first hand.

Bottomline, your go-to-market strategy for blogging should be as well thought out as any significant communication initiative you may have for your organization - or it will diminish your brand and send customers packing.

On average, customers lose anywhere from 10-20% of their existing client base from mismanagement or simple neglect. 

How do you keep clients while winning new ones? Staying connected - tradition methods still work.  Here are a few simple rules to keep clients happy and coming back for more:

• Email is a great way to stay connected to your clients - but a call or meeting (regardless of a project) will go a long way in staying connected. In fact, invite a client to a seminar, event or other gathering of similar interests or needs. The more time you spend with your client, the more you can connect with them on a personal basis.

• Ask your clients opinion on new products or services.  Clients are your best critics and their input will help you in the long run.

• Keep up with your clients competition and share ideas. Use google alerts or other online clipping service to stay ahead of the competition and show you're vested in your client's success in the marketplace.

• Acknowledge clients by asking for their testimonial or inclusion in your next press release or case study. Send them a copy of what is created along with a personalized note thanking them for their valued contribution. More than likely during the conversation, you can ask for a referral!

Lastly, be honest with your client.  If you feel there is a rough spot or a misstep on project expectations, address the situation immediately.