They are important customers of the company and cannot be ignored or rejected.
1. The development schedule requires a detailed time schedule in minutes, such as an itinerary.
Hidden reasons:
By providing a detailed schedule, customers are trying to minimize waste and reduce costs.
2. The trail is forced to be checked by hand. Do not allow automatic checks in the system.
Hidden reasons:
Customers do not believe in automatic checks in the system. Customers believe that the best human confirmation is the best.
3. The customer speaks the requirements vaguely, so you will not get accurate information. And when you point out that it's ambiguous, the customer gets angry.
Hidden reasons:
Customers dare to communicate their requirements vaguely and extensively, and ask the project team to start over and fix them when checking product quality. Saving Changes...
you state it yourself, the core issue is lack of trust and therefor the only ideas that come to their minds is deep scrutiny, wanting to have a human to blame for failure and avoidance of commitments (your points 1-2-3). These are behaviors coming from fear.
You can follow these ideas and maybe build trust, but I think it is time consuming and results in a lot of waste. And it creates distrust again since you will fail on some detailed commitments.
So I would look at other means to create trust too. Trust is resulting from fear turned into hope. Showing bright visions about the future. Making you, the project manager, a trusted person means to go thru some examples of your predictions / commitments that become a reality, giving them experiences. They (all humans) need positive experience to feel hope. If you can help them get these experiences you will become trusted, step by step.
Practically, go to Karaoke, go drinking, drive them to a unknown but pleasant location, invite them to nice restaurant, give them a pleasant surprise every day, establish a symbol for hope (a song, a mascot, a comic figure - something you share with them).
Change their feelings, do not try to convince them with logic. Logic cannot remove fear.
BTW - will be in Osaka end of March, speaking to the Kansai branch of the PMI Japan Chapter on 28.3. morning.
Dear Thomas,
The approach you presented I felt very comfortable.
No matter what the circumstances, never forget the importance of being positive, cheerful and kind with hope.
Extorted logicals bring anger to those who fear. This is probably the reason for this example.
Are you coming to Japan? It is wonderful. March is still chilly but enjoy your stay in Japan. Saving Changes...
Dear Takeshi
I was referring to the type of contract:
Fixed price?
Time and materials?
Price and incentive?
Hi Luis,
It was a fixed price.
Did you have any concerns about the type of contract?
...
1 reply by Luis Branco
Feb 09, 2020 4:32 AM
Luis Branco
...
Dear Takeshi
Thank you for your clarification regarding the type of contract
Being a fixed price contract, containing a delivery time, the behavior of the customer is strange: "By providing a detailed schedule, customers are trying to minimize waste and reduce costs"
Saving Changes...
Luis BrancoCEO| Business Insight, Consultores de Gestão, LdªCarcavelos, Lisboa, Portugal
Feb 08, 2020 8:13 PM
Replying to Takeshi Miyaoka
...
Hi Luis,
It was a fixed price.
Did you have any concerns about the type of contract?
Dear Takeshi
Thank you for your clarification regarding the type of contract
Being a fixed price contract, containing a delivery time, the behavior of the customer is strange: "By providing a detailed schedule, customers are trying to minimize waste and reduce costs"
...
1 reply by Takeshi Miyaoka
Feb 09, 2020 7:06 PM
Takeshi Miyaoka
...
Dear Luis,
Perhaps customer behavior is not logical.
I think a lot of emotional things were included.
Thank you for your clarification regarding the type of contract
Being a fixed price contract, containing a delivery time, the behavior of the customer is strange: "By providing a detailed schedule, customers are trying to minimize waste and reduce costs"
Dear Luis,
Perhaps customer behavior is not logical.
I think a lot of emotional things were included. Saving Changes...
