You managed the project work as per requirements. However, customer is not happy with the result and does not accept the product. How would you convince the customer? Saving Changes...
Take into account that requirements can change due to the simple fact, that the customer learns more about the functions, features etc. During the project execution the understanding of the final project product (result) at customer side will evolve and get more clear. For such adaptive project scenarios establish a framework that allows and embraces change without the need to convince the customer about something he is not convinced. It is better to invest the time for such discussions in the beginning of the project to conclude with the customer how to proceed with "change situations" or situations where you meet the agreed acceptance criteria, but the customer recognizes that further improvement is still needed (clear CR case). Saving Changes...
Anish AbrahamPrivacy Program Manager| University of WashingtonAuburn, Wa, United States
I think the customer need establishes the relationship between the organization and the customer. If the requirements are met, there is nothing to convince, like Sante suggested. In fact requirements are those characteristics that determine whether or not the customer is happy. Saving Changes...
Like many here, the basis is in Sante comment. Go bask to requirements check if they are meet, then do the same with the client to understand what is missing in his view. Saving Changes...
Deepesh RammoorthyICT Project Manager ( PMP®AgilePM®Certified ScrumMaster® (CSM®))| Australian Red Cross Blood ServiceTarneit, Vic, Australia
This is where Project Managers and companies providing a solution to a customer can come unstuck !
No matter what your development methodology is, If you do not have a signed off Scope , the customer will always try and make your life difficult.
You can choose Waterfall, Agile , whatever the flavor of the month is , but you must know what your scope is and you must deliver what is in scope and ONLY what is in scope.
Validate Scope in PMBOK is extremely important to that end.
1) Get the customer to accept scope and get it in writing and DO NOT proceed with closing the project unless your customer has accepted the deliverable in writing.
2) Let the contract/Statement of work clearly state that you will be delivering everything as per the SOW and get the customer to sign it off.
3) If it's iterative development where you showcase the incrementally developed product, GET IT IN WRITING , that the customer is happy with the functionality and IT ALIGNS TO THE SCOPE.
If you have done all of the above, meet with the customer and show them the working software and tick off everything that was in scope in front of them .
If they are still not convinced, try arbitration with a neutral party. Saving Changes...
KENNETH ANDOHCEO| Peak Consult and Engineering ServicesAccra, Ghana
Customer refusing to accept a product base on his requirement means there might be a problem. I think the first question I would ask the customer is what is the problem or reason for not accepting the product in a more polite way since I would not also like to loose that customer. Your approach of presenting your case could either make or break the relationship you have with the client. The question is how would you convince the customer? You must dig deep in your management skills in order to convince the customer I.e how you approach the customer and your reaction to the customer stance must be more of a reconciliatory. Then a discussion for the cause of not accepting the product could be saught from the customer. Saving Changes...
