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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.
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.
good communications; honesty, transparency, professionalism
these are the key points i would say ...
- 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.
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.
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.
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.
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