Facing client challenges head-on: Are you ready?
Managing client relationships is a crucial aspect of project management, often characterized by diverse challenges that test the mettle of even the best project managers. This article explores difficult client interactions, focusing on challenges such as unrealistic expectations, scope creep, feedback issues, and budget constraints. These elements not only strain the client/stakeholder-project manager relationship but also potentially jeopardize project outcomes.
Note: For clarity, the term 'clients' is used here to encompass all stakeholders involved.
Key Challenges in Client Relationships
Clients can be difficult for a myriad of reasons. Below are some of the top challenges you might encounter as a project manager.
1. Unrealistic Client Expectations:
- Mitigation Strategy: Set clear, detailed expectations through proper project planning. Use a detailed project scope document outlining specific scope, deliverables, timelines, budgets, and assumptions.
- Example: For a client expecting a complex software development project to be completed in an unrealistically short timeframe, provide a detailed timeline showing each project phase, including development, testing, and deployment, to set realistic expectations.
- Considerations: You may need to discuss with the client the prioritization of the launch date versus the scope and budget. For instance, if the launch date is a priority, consider reducing the scope, perhaps adopting a Minimal Viable Product (MVP) strategy.
- Mitigation Strategy: Implement a structured change management process. Utilize change orders for any scope adjustments, detailing the schedule and cost impact.
- Example: When a client requests additional features, document the request using a change order, assess the additional time and cost required, and obtain formal approval before proceeding. This empowers the client to make informed decisions and formally documents the changes.
- Considerations: Early in the project, issue a change order that does not impact the schedule or budget. This sets a precedent and helps manage client expectations for future change orders.
3. Consolidated Timely Feedback:
- Mitigation Strategy: Establish a process for consolidated and timely feedback. Designate a single point of contact on the client’s side for feedback. Discuss the feedback timeline with the client to ensure they can provide feedback promptly.
- Example: If a client has historically been late with feedback, review the project timeline with them. Discuss whether to extend the timeline for client feedback, which would push back the launch date, or work with the client to ensure timely feedback.
- Considerations: Consider providing a draft review early, allowing the client to start their review process ahead of time.
4. Vagueness in Feedback:
- Mitigation Strategy: Encourage specific and actionable feedback. Provide a feedback template or checklist for guidance.
- Example: If a client's feedback is vague, such as “change the look and feel of the website,” use a feedback form requesting specific details about color preferences, layout, and design elements.
- Considerations: If details are still lacking, ask the client for examples of websites they like and inquire about specific elements they find appealing. Apply these insights to the website under review.
5. Misunderstanding of Iterative Processes:
- Mitigation Strategy: Educate clients about the benefits and workings of iterative processes, explaining that each approved step is costly to revisit. This applies to agile, waterfall, or hybrid projects.
- Example: For clients unfamiliar with Agile scrum methodology, explain how agile works, including sprints, reviews, and retrospectives, to show how it allows for regular adjustments and improvements.
- Considerations: Tailor the approach to the client's experience and technical proficiency. Some clients may be well-versed in Agile, while others may be new to it.
6. Inconsistent Feedback:
- Mitigation Strategy: Document all feedback after reviews and share it with the client. Use this documentation as a reference in subsequent meetings to ensure that all changes were addressed.
- Example: If a client requests a feature and later contradicts this request, refer to the emails documenting the previous changes. If necessary, organize a follow-up meeting to align on a consistent approach, referring to the meeting feedback for clarity.
- Considerations: Create a library of client feedback, so that it is easy to reference.
- Mitigation Strategy: Address budget limitations proactively. When the estimated cost exceeds the client’s budget, collaborate to find solutions. The steps listed below can help when the price is too high.
- Review your estimate for accuracy.
- Revisit the scope and assumptions. The client might take on additional project responsibilities.
- Ensure staffing accuracy. Avoid changes that add risk, but remain open to alternatives.
- Explore different approaches to achieve the same scope.
- Never staff a project that cannot be delivered within the schedule and budget.
- Work with the client to seek additional funding if possible.
- Avoid reducing tasks that compromise quality.
- If necessary, discuss reducing the scope to meet budget constraints. Consider a phased approach.
Example: When the client’s budget is insufficient for a proposed solution, work through the above steps. For instance, if the client requests cutting QA time to reduce costs, explain the importance of quality assurance and instead suggest deprioritizing less critical features.
Summary
By employing these strategies and considering the provided examples, project managers can effectively navigate the complexities of difficult client relationships, ensuring project success and client satisfaction.
Your Thoughts?
I've shared some ideas for dealing with difficult clients, but I know each of you brings your own unique perspective to the table.
What are your thoughts? Do you have any tips of your own to add?
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About Me
Hello, I'm Barry, a Strategic PM and Operations Leader, I help companies make more money while saving costs. I do this by increasing profitability and developing project and operational efficiencies. Driven by a fascination with harnessing the potential of technology and AI, I excel at delivering complex global solutions and building client partnerships. Recognized as a Top 50 Project Management Leader and I hold certifications from PMI and as a Scrum Master.
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