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

The Customer is Always Right. Really?

12/22/2020

0 Comments

 
Picture
Picture
You know how the old saying goes. “The customer is always right!” How many times have you heard that expressed over and over again by a disgruntled customer or friend who feels they received less than a fair deal from some vendor? Now think about that in terms of a project engagement where tens of thousands of dollars and possibly even millions of dollars are at stake. How do you think that paying customer feels about service and being told they’re not always right?


Usually the customer either comes with a set of detailed requirements or you must extract those requirements from them. Either way, they definitely come with a problem that has necessitated the project you are about to embark on with them. But are they right? And should you point out that they aren’t if you’re concerned they’re going down the wrong path. The answer is yes, definitely. Here’s why…


They may be chasing a symptom, not the real problem


When the customer comes to you with the need, no matter how certain they may be of that need, it is still your job to ask questions. Discuss the need with the project sponsor. Meet with the end users to identify what they feel the issue or need is. The real need may be deeper – the customer may only be coming to you with a symptom of the real problem. If you don’t tell the customer they are wrong and solve their real need, you may be only putting a band-aid on the real problem and when that becomes evident, you’ll have a very frustrated and dissatisfied customer on your hands.


They may be selecting the wrong technology


Many times someone at the customer organization – possibly even the project sponsor – comes forward with a project and they are certain that a particular ‘latest technology’ is the perfect solution for them. This is usually the result of something they’ve been told or have read about. Indeed, that technology may truly be what is needed, but it is still the delivery team’s responsibility to dive into the detailed requirements for the project and verify that the technology the customer is requesting is really the best way to solve the problem. Often times when the customer has pre-selected the technology for the solution, it is not the best technology to use and a red flag should be raised.


They may be asking for add-ons they don’t need


On the delivery side, we always want to avoid ‘gold-platting’ the solution. When we gold-plate, we deliver add-ons that aren’t part of the requirements and they end up costing us on the delivery side and putting the project budget in danger.


What we’re talking about here, though, is the other side of the coin. The customer can be asking for add-on services or functionality as part of the solution that they don’t really need. Indeed, the solution delivered ‘as is’ may meet their needs – such as providing a needed report through the basic implementation making it unnecessary for them to pay additional fees to have custom reports developed. It’s our duty on the delivery side to identify those situations, alert the customer and work to keep the customer costs as low as possible.


Summary


The bottom line is that you as the project manager and your skilled project team are the real experts. That’s why you’re being hired to work the project and deliver a solution. The customer may have come into the engagement thinking they needed ‘x’ and you’re telling them they need ‘y’. But it’s your job to tell them that and to deliver an end solution that meets their needs…whether it’s a cheaper solution than they anticipated or a more expensive one. Then let them decide with you on how best to proceed.

0 Comments



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

    March 2021
    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.