Triangle project ribbon cutting – WSDOT project team (Photo credit: WSDOT)
We all have customers that we have to make happy. This is a normal part of the working life that makes the world economy pertinent to a healthy civilization. Hopefully, we all have experienced customers that were just beyond happy with the work that was done by the project team and they wrote rave reviews for the work that was performed. In reality, we are going to have some projects that do not go as planned and we will experience some major client issues that could lead to your company losing a valuable client. We have provided some tips that we have used in the past with some of our clients that were unhappy and turned them into project champions.
The first thing that you are going to need to do is to change the perception that your client has of you and your project team. You can do this by getting some quick wins by delivering quality work at the expected time of delivery. There is nothing better than changing a client’s bad mood to good-by providing them with solid work. This is perhaps easier said than done but you are going to need to work with the project team in making sure that they provide the resources that are needed to deliver the work.
The next thing that you can do is to make sure that you have a project plan for the work. There are too many projects that actually do not have any type of formality or project plan to manage the work. You will find that there can be dramatic improvements in your project by laying out who is going to do the work and when it is expected to be accomplished. The client will have a better appreciation of the level of effort that is needed just to accomplish a task. We found the project plan to be a useful tool to manage our client’s expectations. This is a good way to turn dissatisfied clients into happy clients.
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