What Do They Expect?

  Communications Management   Stakeholder Management   ProjectsAtWork  

If perception is reality, a project client’s perceived value of what you deliver will be even more important that the actual delivered value. And yet unmet expectations are a common occurrence that frustrates project leaders who feel they have executed according to plan. So how do you close the gap between expectations and perceived value?

Delivering products and services that meet clients’ expectations is one of the top goals of all project managers. Logic would dictate that following the right project management steps, best practices and specifications in the statement of work or business requirements document should satisfy the customer. 

However, project managers will often find that despite their best efforts, they fall short in delivering on expectations, with clients asking, “Is that all there is?” 

It takes a savvy, experienced project manager to identify the reasons for and manage this highly common occurrence. Awareness of why and when it can happen, and knowledge of the appropriate skills to manage client expectations will enable you to bring your project outcomes to a new level of success.

Recognize Hidden Expectations

Project managers should understand that every client starts a project with expectations and a vision based on his or her own experiences, needs and wants. Regardless of what a statement of work or …

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