Your client's project expectations are conflicting. How can you ensure their satisfaction?

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Navigating the tricky waters of client relations often involves managing expectations, especially when they are conflicting. As a professional, your goal is to ensure client satisfaction even when project goals seem at odds. This can be a delicate balancing act, but with the right strategies, you can align differing expectations and deliver results that satisfy all stakeholders. The key lies in clear communication, flexibility, understanding the client's perspective, and setting realistic goals. By following these steps, you can maintain a positive relationship with your client and ensure the success of the project.

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1 Assess Needs

Begin by thoroughly assessing your client's needs to understand the root of their conflicting expectations. Engage in a detailed discussion to clarify what they envision for the project's outcome. This process involves active listening and asking probing questions to uncover the underlying goals that may be driving their expectations. By having a comprehensive understanding of their business objectives, you can identify common ground and prioritize the expectations that align with their core needs. Establishing this foundation is essential for creating a strategy that satisfies your client and ensures project success.

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Mauricio Ronei Marques

Information Security Specialist | CC ISC2 | IT Governance | Lead Auditor ISO 27001/27701 | CPC-F | GRC | Project Manager | DPO | Privacy | COBIT | ITIL? 4 IM| ISO 27001 Senior Lead Implementer | Security+
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Assuma um papel consultivo e alinhe com seu cliente as expectativas, demonstrando os pontos de conflito e entendendo suas necessidades. Em minha experiência pude observar que muitas vezes o cliente pode ter expectativas conflitantes por falta de entendimento claro dos objetivos e resultados esperados.

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Dorthy Agarwal

"Assistant Manager at Genpact | Former Senior Analyst FP&A at A&E Information System | Ex-Senior Credit Officer at KEB Hana Bank"
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To resolve conflicting project expectations, begin by thoroughly assessing your client's needs. Engage in detailed discussions to clarify their envisioned outcomes, employing active listening and probing questions to uncover underlying goals. By understanding their business objectives, you can identify common ground and prioritize expectations that align with core needs. Establishing this foundation is crucial for devising a strategy that satisfies your client and ensures project success.

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2 Set Priorities

Once you've identified your client's needs, it's crucial to help them set priorities. With conflicting expectations, not all desires can be met with equal weight. Guide your client through the process of ranking their expectations based on their importance to the project's overall objectives. This collaborative effort helps create a sense of ownership and understanding that, while some aspects may need to be compromised, the most critical goals will be addressed. Prioritization is a strategic step towards managing expectations and fostering a realistic approach to project outcomes.

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Mauricio Ronei Marques

Information Security Specialist | CC ISC2 | IT Governance | Lead Auditor ISO 27001/27701 | CPC-F | GRC | Project Manager | DPO | Privacy | COBIT | ITIL? 4 IM| ISO 27001 Senior Lead Implementer | Security+
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Nem sempre todas as expectativas poder?o ser atendidas e será necessário definir prioridades. Com as necessidades do cliente bem definidas será necessário um alinhamento junto ao cliente para definir quais atividades ou entregas agregam mais valor ao projeto e devem ser priorizadas.

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3 Communicate Clearly

Clear communication is paramount when dealing with conflicting expectations. Ensure that you are transparent about what can be achieved within the project's scope, timeline, and budget. Regular updates and open dialogue about progress, challenges, and any necessary adjustments keep your client in the loop and prevent misunderstandings. This transparency builds trust and helps mitigate disappointment, as clients feel more involved and informed throughout the project lifecycle.

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Mauricio Ronei Marques

Information Security Specialist | CC ISC2 | IT Governance | Lead Auditor ISO 27001/27701 | CPC-F | GRC | Project Manager | DPO | Privacy | COBIT | ITIL? 4 IM| ISO 27001 Senior Lead Implementer | Security+
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A comunica??o é fundamental em todas as etapas do projeto, porém talvez numa situa??o de conflito de expectativas, seja ainda mais importante. é preciso entender e se fazer entender, a comunica??o com o cliente precisa fluir de forma que n?o existam ruídos na comunica??o e as necessidades e expectativas do cliente estejam em consonancia com as entregas e cronograma do projeto.

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4 Offer Solutions

When expectations clash, it's your role to offer creative solutions that reconcile differing aims. This involves thinking outside the box and presenting alternative approaches that can satisfy multiple objectives simultaneously. By demonstrating flexibility and a willingness to adapt, you show your client that you are committed to finding a path to success, even when initial plans may need to be altered. Solutions-oriented thinking is critical in ensuring client satisfaction amid conflicting expectations.

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Mauricio Ronei Marques

Information Security Specialist | CC ISC2 | IT Governance | Lead Auditor ISO 27001/27701 | CPC-F | GRC | Project Manager | DPO | Privacy | COBIT | ITIL? 4 IM| ISO 27001 Senior Lead Implementer | Security+
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O papel consultivo no Gerente de Projeto deve ser utilizado no sentido de oferecer alternativas e flexibilizar as entregas buscando superar os conflitos e atender às demandas do cliente.

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5 Manage Changes

Change management is an integral part of handling conflicting expectations. As you navigate through the project, be prepared to manage changes in scope, resources, or timelines that may arise from trying to accommodate your client's desires. This means setting up a clear process for handling change requests and ensuring any alterations are well-documented and agreed upon by all stakeholders. Effective change management helps maintain control over the project while still being responsive to your client's evolving needs.

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Mauricio Ronei Marques

Information Security Specialist | CC ISC2 | IT Governance | Lead Auditor ISO 27001/27701 | CPC-F | GRC | Project Manager | DPO | Privacy | COBIT | ITIL? 4 IM| ISO 27001 Senior Lead Implementer | Security+
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Uma coisa é certa em projetos, mudan?as ocorrer?o. Pode ser no cronograma, nos custos ou nas expectativas, o certo é que entre mudan?as s?o inevitáveis por diversas raz?es e, já que n?o podemos evitá-las, a forma como gerenciamos essas mudan?as pode ser determinante para o sucesso do projeto.

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6 Follow Up

Finally, always follow up with your client after implementing solutions or making changes. This step ensures that the adjustments made align with their expectations and that they are satisfied with the direction of the project. Regular follow-ups also provide an opportunity for feedback, which can be invaluable for continuous improvement and maintaining a strong client relationship. It's a proactive approach that demonstrates your commitment to their satisfaction and the successful delivery of their project.

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7 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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Your client's project expectations are conflicting. How can you ensure their satisfaction?

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1 Assess Needs

2 Set Priorities

3 Communicate Clearly

4 Offer Solutions

5 Manage Changes

6 Follow Up

7 Here’s what else to consider

Client Relations

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