Everyone here might have some experience in dealing with Customers who don't understand the process and not open-minded(even if we explain very detailed customer will say they understood but in reality they are blank).
In my view, it's because of unawareness, language barriers or lack of process in the IT Industry. In rare cases they don't want to believe their own teams/ managers too.
How to handle such customers. Saving Changes...
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George FreemanThought Leader | Author | Architect| Florida, United States
Hello Jacob,
In my opinion, "visualization" is the only way to level-set stakeholders in areas of process, problem statements, recommended solutions and the like. The degree of and technique of visualization then becomes the question. However, the common thread among all the visualization approaches is stating information in context of a "life-cycle" which is "in time" and "layered". The visualization can be made with a host of tools and can be static, animated, story-driven, etc. It comes down to knowing your audience and recognizing that the same information may need to be presented in different forms based on the background and role of the consumer.
If you have used all available techniques to "bring someone up to speed" and there are still concerns (which are NOT language, cultural or disability based), then I would use soft accountability tactics such as asking them to formally present to the project team and management their understanding, position and recommendation on the subject matter. This will pull them into alignment and/or bring forth the "missing link" which has prevented a reconciled understanding. Saving Changes...
Al TaylorI.T. Contractor| IndependentWaterloo, Ontario, Canada
great discussion!....I can't offer any advice .but can share this....
Myyself and a group of PM/PL colleagues were once told by a SEVP of a major financial services firm: "I don't care about the process, I want my product" Saving Changes...
Sergio Luis ConteHelping to create solutions for everyone| Worldwide based OrganizationsBuenos Aires, Argentina
People do not buy the product you are creating or the process to create it. People buy the security that you show them about they will get what they need to satisfy their needs. Saving Changes...
Shilpi GuptaSenior Operations/Project ManagerGurgaon, Haryana, India
Hi Jacob - In my experience, it is very important to understand your audience and tailor the message. People from non-technical background are least bothered about the process. They want to hear how your product will help them and make their life easy. You might want to pick a situation from their real life scenario and tie back to what happens today vs what will happen in future.. staying focused on the value creation. Saving Changes...
