BradEgeland.com #PMP #PPM #project #Agile #cybersecurity #planning #ai #SAFe #coronavirus #virtual #mindmap #remote #COVID19 #scaledagile #fintech #webdesign
  • Welcome
  • Contact
  • Mentoring Contact Form
  • Expertise
  • Blog
  • Find Local PM Jobs
  • Books / White Papers
  • Software / Service Reviews
  • This Week in PM
  • PM Video Series
  • Awards/Recognition
  • Templates & Downloads
  • Clients
  • Professional Services
  • Past Survey Results

Being a 'Yes' Man for the Project Customer

8/3/2020

0 Comments

 
Picture
Use code 'BRAD20' for 20% MindGenius 20 or MindGenius Online
One thing I’ve realized as I have been managing projects that get handed over to me from some sales person or account manager is this: they rarely tell the customer “no.” And their “yes” may not be exactly possible, but I think they sometimes like to say “yes” and ask for forgiveness later. I can’t really fault them…how many of us have done that thinking we’ll just figure it out later? I think we all have. But I digress.


Why we should say ‘yes’


When we feel that sales has oversold our solution we often think we have to go into the engagement saying ‘no’ and resetting expectations. And we think that we need to monitor scope – which we do. Unfortunately, we often think we need to go in saying ‘no’ constantly to customer changes and requests – which we don’t. Here’s why….


  • Saying no to the customer does not put the customer in a happy place – remember the old adage that the customer is always right
  • Saying yes leads to change and change leads to more work and more revenue
  • Saying yes or at least entertaining a ‘yes’ makes the customer think you’re easier to work with and will help you get a different (more positive?) mindset


What is the customer usually asking for? Training that they thought should be included as part of the engagement? Additional data loading beyond what the SOW called for? New or additional functionality that wasn’t mapped out during exploration? A more extensive ad campaign than previously planned or agreed upon? There are a million different things that the customer can be asking for and all can mean additional revenue if negotiated properly. And saying ‘yes’ rather than ‘no’ will likely mean a happy, referenceable, and return customer.


Approach is important


How you handle the customer requests or the needs that have caused this decision point is very important. Take a deep breath, avoid the urge to say ‘no’ and utter something like…


“This is an important request, but I believe that it might fall outside the scope of the original SOW and the original requirements of this engagement. If so, it can mean an impact to the project timeline and budget and may necessitate a change order. We will review the SOW and requirements and propose a solution by ‘x’.


You definitely haven’t said “no.” You really haven’t said “yes” yet either, though you probably will. Plus, instead of shooting the customer’s request down – breeding negativity on the project - the customer now has the expectation that the request is doable, but may cost money. Your job on presenting a change order is half done.


Increasing the bottom line for the engagement


Another thing to keep in mind is that the later in the process that a change or addition (both are ‘changes’ in terms of the SOW and requirements) is made, the more revenue it will likely mean. A change order during the exploration phase for an additional ad or two new graphics may mean 20 hours of work at this early stage of the project.


This same request made near project or campaign rollout would take a greater effort since everything is nearly complete and really only approval and deployment remain. At this stage that same change that would have been only 20 hours of work early on may now be 60 hours, resulting in – depending on the project labor rates – possibly $6,000 more in project labor costs and that’s not even considering any outside vendor costs that might be needed. This is just one example (and a small one) – but it shows that a change requested later on can result in double or triple the original revenue for the same effort.


Summary


The bottom line is this – staying positive and saying “yes” to change makes good sense. The customer is happy, your organization gains financially and in the end you are delivering what the customer really wants. There may be cases where change happens that you say “yes” to but due to the late stage of the project it may need to fall into a post-implementation phase (resulting in even higher revenue, most likely). But that’s ok because you’ll still be delivering what the customer ultimately wants and needs.


What are your experiences with change requests? Have you had clients who hate these and give you much grief when trying to get them approved? What strategies have you employed to convince them of their necessity…to get them approved? Please share your experiences…
0 Comments

Your comment will be posted after it is approved.


Leave a Reply.

    Author:

    Picture

    Brad Egeland


    Named the "#1 Provider of Project Management Content in the World," Brad Egeland has over 25 years of professional IT experience as a developer, manager, project manager, consultant and author.  He has written more than 7,000 expert online articles, eBooks, white papers and video articles for clients worldwide.  If you want Brad to write for your site, contact him. Want your content on this blog and promoted? Contact him. Looking for advice/menoring? Contact him.

    RSS Feed

    Picture
    Picture
    Picture
    Picture

    Archives

    February 2021
    January 2021
    December 2020
    November 2020
    October 2020
    September 2020
    August 2020
    July 2020
    June 2020
    May 2020
    April 2020
    March 2020
    February 2020
    January 2020
    December 2019
    November 2019
    October 2019
    September 2019
    August 2019
    July 2019
    June 2019
    May 2019
    April 2019
    March 2019
    February 2019
    January 2019
    December 2018
    November 2018
    October 2018
    September 2018
    August 2018
    July 2018
    June 2018
    May 2018
    April 2018
    March 2018
    February 2018
    January 2018
    December 2017
    November 2017
    October 2017
    September 2017
    August 2017
    July 2017
    June 2017
    May 2017
    April 2017
    March 2017
    February 2017
    January 2017
    December 2016
    November 2016
    October 2016
    September 2016
    August 2016
    July 2016
    June 2016
    May 2016
    April 2016
    March 2016
    February 2016
    January 2016
    December 2015
    November 2015
    October 2015
    September 2015
    August 2015
    July 2015
    June 2015
    May 2015
    April 2015
    March 2015
    February 2015
    January 2015
    December 2014
    November 2014
    October 2014
    September 2014
    August 2014
    July 2014
    June 2014
    May 2014
    April 2014
    March 2014
    February 2014
    January 2014
    December 2013
    November 2013
    October 2013
    September 2013
    August 2013
    July 2013
    June 2013
    May 2013
    April 2013
    March 2013
    February 2013
    January 2013
    December 2012
    November 2012
    October 2012
    September 2012
    August 2012
    July 2012
    June 2012
    May 2012
    April 2012
    March 2012
    February 2012
    January 2012
    December 2011
    November 2011
    October 2011
    September 2011
    August 2011
    July 2011
    June 2011
    May 2011
    March 2011
    January 2011
    December 2010
    November 2010
    October 2010
    September 2010
    August 2010
    June 2010
    May 2010
    April 2010
    March 2010
    November 2009

    RSS Feed

Powered by Create your own unique website with customizable templates.