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You're working with a difficult client in IT Outsourcing. How can you keep the project on track?

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IT Outsourcing (ITO) is a popular way for businesses to reduce costs, access specialized skills, and focus on their core competencies. However, it also comes with some challenges, especially when you have to deal with a difficult client. A difficult client can be someone who is unclear, demanding, unresponsive, or unreasonable. They can cause delays, conflicts, and dissatisfaction in the project. How can you avoid these problems and keep the project on track? Here are some tips to help you manage a difficult client in ITO.

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1 Communicate clearly and regularly

One of the most important factors in any ITO project is communication. You need to establish clear and regular communication channels with your client, and make sure you understand their expectations, requirements, and feedback. You also need to update them on the project status, milestones, and deliverables. Use tools like email, phone, video conferencing, and project management software to communicate effectively and document everything. Avoid jargon, ambiguity, and assumptions. If you encounter any issues or changes, communicate them as soon as possible and propose solutions.

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Patrick W. Harris, MBA, PMP

Growing Professional Services / Leading Project Management / Delighting Clients / Juggling
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I don't understand how having a difficult client affects whether you keep the project on track. Difficult clients increase communication needs and SOW thoroughness, but the delivery tasks should remain the same.

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Diego Mota

IT Head / Top Voice Linkedin
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Alem de tudo isso que foi mencionado no texto, seja sempre honesto com seu cliente. Muitas vezes alguns contratos de ITO s?o de dificil gest?o porque foram mal vendidos. Um relacionamento honesto e transparente pode ajudar a aparar essas diferencas, criar confian?a entre cliente e fornecedor e consequentemente possibilitar a renegocia??o de algum servico, SLA ou valor.

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Shankar Ramaswami

Delivery Leader | AI & Cloud Expert | Transforming Business with Innovation and Delivery Excellence | Certified AI and ML Professional
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Maintain transparent communication with difficult clients in IT outsourcing. Address concerns promptly and align expectations clearly. Regularly update them on project progress and any potential issues. Open dialogue fosters trust and prevents misunderstandings. By keeping communication channels clear and honest.

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2 Set realistic and measurable goals

Another way to keep the project on track is to set realistic and measurable goals with your client. You need to define the project scope, timeline, budget, quality standards, and success criteria. You also need to agree on the roles and responsibilities of each party, and the escalation process for any disputes or problems. Make sure you have a written contract or agreement that outlines these details and get your client's approval. Review the goals regularly and adjust them if necessary, but avoid scope creep or excessive changes.

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Shankar Ramaswami

Delivery Leader | AI & Cloud Expert | Transforming Business with Innovation and Delivery Excellence | Certified AI and ML Professional
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Collaboratively define clear objectives and key performance indicators (KPIs) that align with the project scope and timeline. Establishing achievable milestones provides a roadmap for progress tracking and helps manage expectations. Regularly review and adjust goals as needed to stay on track and deliver results.

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3 Manage expectations and boundaries

A difficult client may have unrealistic or changing expectations, or try to micromanage or interfere with your work. You need to manage their expectations and boundaries, and educate them on the ITO process and best practices. Explain to them the benefits and limitations of ITO, and how you can deliver value and quality. Also, set clear boundaries on your availability, communication frequency, and response time. Don't let them take advantage of your time or resources, or make unreasonable demands or requests. Learn to say no politely and firmly, and offer alternatives.

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Shankar Ramaswami

Delivery Leader | AI & Cloud Expert | Transforming Business with Innovation and Delivery Excellence | Certified AI and ML Professional
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When faced with a challenging client in IT outsourcing, managing expectations is crucial. Communicate openly about project scope, timelines, and deliverables. Educate clients on industry best practices and the importance of trust in the outsourcing process. Set clear boundaries and address any micromanagement issues diplomatically.

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4 Build trust and rapport

One of the best ways to deal with a difficult client is to build trust and rapport with them. You need to show them that you are professional, reliable, and competent. You can do this by delivering on your promises, meeting deadlines, providing quality work, and exceeding expectations. You also need to show them that you care about their business, their goals, and their challenges. You can do this by listening to them, asking questions, giving feedback, and offering suggestions. You also need to be respectful, courteous, and friendly. Try to find common ground and interests, and use humor and empathy when appropriate.

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Diego Mota

IT Head / Top Voice Linkedin
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Mostrar confian?a e relacionamento n?o significa "fazer tudo o que o cliente pede". Esse é outro erro comum em alguns contratos de ITO. Saber mostrar ao cliente suas dores e desafios tambem é um qualidade. é necessário que as rela??es sejam sempre ganha-ganha, ent?o conseguir mostrar isso de forma clara e positiva é um fator essencial para estabelecer confian?a. Ja escutei de um cliente que ele gostava de fazer negocio conosco porque eramos sinceros e transparentes, e que isso fazia ele se sentir confiante de que n?o estavamos enrolando para ganhar um contrato ou aumento de escopo.

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Shankar Ramaswami

Delivery Leader | AI & Cloud Expert | Transforming Business with Innovation and Delivery Excellence | Certified AI and ML Professional
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Understand their concerns and perspective, and respond with transparency and honesty. Consistently deliver on promises and communicate openly about challenges and solutions. Demonstrate expertise and reliability through high-quality work and proactive communication.

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5 Handle conflicts and feedback

Sometimes, despite your best efforts, you may face conflicts or negative feedback from your client. You need to handle these situations calmly and constructively, and avoid taking them personally or defensively. You need to acknowledge your client's concerns, apologize for any mistakes, and focus on finding solutions. You also need to ask for clarifications, examples, and suggestions, and provide explanations, evidence, and improvements. You also need to follow up and confirm the resolution, and thank your client for their feedback and cooperation.

By following these tips, you can keep your ITO project on track and deal with a difficult client effectively. You can also improve your relationship with your client, and increase your chances of repeat business and referrals.

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Diego Mota

IT Head / Top Voice Linkedin
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Quem nunca se sentiu chateado com um feedback negativo ? Evite dar respostas imediatas quando o cliente estiver dando um feedback negativo. Tome suas notas e pe?a alguns dias para resposta. Elabore um plano de a??o consistente e alcan?avel e apresente em uma agenda especifica para isso. Essa é a melhor forma de responder a uma situa??o dessa.

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Shankar Ramaswami

Delivery Leader | AI & Cloud Expert | Transforming Business with Innovation and Delivery Excellence | Certified AI and ML Professional
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Acknowledge their perspective and express empathy, showing a commitment to finding a resolution. Avoid taking feedback personally and instead focus on addressing the issue professionally. Maintain open communication and demonstrate a willingness to collaborate on solutions.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Eduardo Martín Bermejo

Business & Technology Advisor. Head of insurance market and head of Sourcing and CIO Advisory at Eraneos Iberia
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In the case of difficult customers, flexibility and adaptability is everything. My recommendation would be to make a very detailed understanding of the personal objectives of your client and their decision-makers. Shift the focus to helping them achieve their goals over and above the initially defined service. Of course, it is not the most orthodox approach, but based on my experience it is a critical factor for the success of the relationship. If we do the job well, we should be able to justify changes to the initial requirements. In essence it means adapting to the changing needs of the client.

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You're working with a difficult client in IT Outsourcing. How can you keep the project on track?

1

2

3

4

5

6

1 Communicate clearly and regularly

2 Set realistic and measurable goals

3 Manage expectations and boundaries

4 Build trust and rapport

5 Handle conflicts and feedback

6 Here’s what else to consider

IT Outsourcing

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You're working with a difficult client in IT Outsourcing. How can you keep the project on track?

1

2

3

4

5

6

1 Communicate clearly and regularly

2 Set realistic and measurable goals

3 Manage expectations and boundaries

4 Build trust and rapport

5 Handle conflicts and feedback

6 Here’s what else to consider

IT Outsourcing

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