Project Management

Project Management Central

Please login or join to subscribe to this thread

Topics: Communications Management, New Practitioners, Using PMI Standards
Client Satisfaction
From your own experience with your clients on different projects, can you think of a common thing that brought satisfaction to the client ?
Sort By:
Page: 1 2 3 4 5 next>
Keeping the client updated about project status, minimizing surprises, and in case of problems, presenting alternatives to solve them.

Sometimes a well informed client can tolerate projects setbacks if he perceives he has some control of the situation.
...
2 replies by Andrew Craig and Rami Kaibni
Nov 23, 2016 12:50 AM
Rami Kaibni
...
Rhandsaissem - I fully agree with your statement regarding a client who is well informed. Great input, thanks.
Nov 23, 2016 5:59 AM
Andrew Craig
...
Also agree, and actually came to pretty much state the same. It is so important to be as transparent as possible with your customer, providing leadership with honesty, professional and consistent status, and sensible and relatable alternatives when needed.
I've found the common thread between all clients is communication. Satisfaction has always been high when communication is perceived as high. Conversely, when communication is perceived as low or when a client believes communication is pulled when it should be pushed, satisfaction has a tendency to be low. The difficulty lies in determining the proper level, frequency, and style that is proper to meet expectations and requirements, without over communicating to the point when it becomes detrimental to a PM's allotted time toward a project.
...
1 reply by Rami Kaibni
Nov 23, 2016 12:54 AM
Rami Kaibni
...
You are right William. Communication is definitely key and it goes to the PM intelligence and wisdom how to strike a balance.
Nov 22, 2016 10:12 PM
Replying to Rhandsaissem Leal
...
Keeping the client updated about project status, minimizing surprises, and in case of problems, presenting alternatives to solve them.

Sometimes a well informed client can tolerate projects setbacks if he perceives he has some control of the situation.
Rhandsaissem - I fully agree with your statement regarding a client who is well informed. Great input, thanks.
Nov 22, 2016 10:54 PM
Replying to William Lewis
...
I've found the common thread between all clients is communication. Satisfaction has always been high when communication is perceived as high. Conversely, when communication is perceived as low or when a client believes communication is pulled when it should be pushed, satisfaction has a tendency to be low. The difficulty lies in determining the proper level, frequency, and style that is proper to meet expectations and requirements, without over communicating to the point when it becomes detrimental to a PM's allotted time toward a project.
You are right William. Communication is definitely key and it goes to the PM intelligence and wisdom how to strike a balance.
good communications; honesty, transparency, professionalism
these are the key points i would say ...
...
1 reply by Rami Kaibni
Nov 23, 2016 11:34 AM
Rami Kaibni
...
Markus,

Of course those are key points not only for client satisfaction but for everything and with everyone.

I am looking for something more specific as I mentioned in my question so what is one thing that is not too general and obvious that you noticed made the client satisfied ?
- Define Requirements with specific and measure criteria and verify it with the client before start.
- Communication layout and workflow must be clear and efficient.
- Keep honest and transparent manner with all process
- Confirm base line for all products.
- Present the needed status and statistics which will engagement the client in to the work.
...
1 reply by Rami Kaibni
Nov 23, 2016 11:36 AM
Rami Kaibni
...
Hi Tarek,

Thanks for your input - Those are key points that everyone should follow in any project but I am looking for something more specific from your experience that made the client satisfied.
Nov 22, 2016 10:12 PM
Replying to Rhandsaissem Leal
...
Keeping the client updated about project status, minimizing surprises, and in case of problems, presenting alternatives to solve them.

Sometimes a well informed client can tolerate projects setbacks if he perceives he has some control of the situation.
Also agree, and actually came to pretty much state the same. It is so important to be as transparent as possible with your customer, providing leadership with honesty, professional and consistent status, and sensible and relatable alternatives when needed.
For me it comes down to establish a relationship and trust. A major tool is listening and trying to understand his or her view, problems, thoughts, culture and feeding back that you understand. Avoid solution proposals, they may come later (by sales). A practical tool is having many dinners, food (and drinks) are relaxing, reducing barriers and making more risk friendly (= open to new ideas).
Don't ask for compensation of this, the client will be inclined to give something back anyhow.
And stay authentic, integer and share your values.
...
2 replies by Chandrashekhar Thatte and Rami Kaibni
Nov 23, 2016 11:37 AM
Rami Kaibni
...
I like that Thomas - You are right and Ive done this on some projects and it proved success. Like we say: You need to break or melt the ice.
Jan 23, 2017 5:22 AM
Chandrashekhar Thatte
...
Though keeping good relation and building trust is important to bolster professional relationship with the client,this may not pay good dividends with out timely and satisfactory discharge of contractual obligations expected of a Contractor.
There is a big mistake in the industry about customer satisfaction. The first thing to understand is the customer is satisfied because it obtains the solution to her/his problem. Solution is equal to "the thing" (product/service/result) to be create PLUS "the process" to create it. Project manager is accountable for the process, not for the product. Project manager will assure that the product/service/result is created as defined and to assure that the project manager focus is activities needed in the framework of project management (scope, time, cost, quality). So, the only thing the project manager could assure from customer satisfaction point of view is about the process, not the product.
...
2 replies by Rami Kaibni and Rhandsaissem Leal
Nov 23, 2016 9:07 AM
Rhandsaissem Leal
...
I understand that ensuring the defined product will satisfy the customer needs is also accountable to the project manager, not only ensure the "thing", as you said, is created as defined. Although ensuring this is also part of the process as you said, it ends up involving the product. Am I correct on this approach?
Nov 23, 2016 11:39 AM
Rami Kaibni
...
I fully agree with you Sergio - The "Process" is key and if you handle this process efficiently and effectively, the client will be satisfied but on the other hand, this is the big picture of client satisfaction. Do you have a more specific example from your experience where you did certain things while managing the process that made the client satisfied ?
Sorry to continue. On the other side, we need to understand that all related to customer satisfaction is inside the Quality scope. Because of that, we need to understand: 1-Quality is a subjective matter that we need to transform into objective ones. 2-Quality is a strategic decision because the organization has to decide the mix between quality level and grade level.
Page: 1 2 3 4 5 next>  

Please login or join to reply

Content ID:
ADVERTISEMENTS

"A behaviorist is someone who pulls habits out of rats."

- Anonymous