As a PMP and Scrum Master Certification holder - I've discovered the top four strategies to speed up a project in a crisis and boost customer satisfaction.
- Save them money
Every consumer enjoys keeping a portion of their funds. Large-scale projects are sometimes priced at exorbitant prices. So, seek for methods to keep well inside budget or perhaps bill the project for less hours. Texas Health and Human Services hired me to lead a huge tech project to adopt a new software solution, and they decided they didn't like project management fees. They thought the $150/hour fee imposed by the professional services firm where I worked was excessive. It wasn't required - it was – but they were the client, and they were concerned about the money. As a result, I managed from afar and avoided a few of onsite visits, saving them thousands of dollars in the long run. They changed from frightened to comfortable and satisfied all of a sudden because they realised, they liked me. The project was completed effectively, and we were awarded further work from that government agency. It was a win-win situation.
- Communicate… well and often
Not communicating project progress and challenges quickly or adequately enough is the quickest way to cause client worry. Nothing drives a project client off faster than the sensation of being kept in the dark. As learned while preparing for the PMP and Scrum Master Certification- the project manager's most crucial duty is effective and efficient communication. As learned while preparing for the If you can't communicate effectively with your project customer, project team members, and all other stakeholders, you're in the wrong profession.
- Promote their business whenever possible
If you can manage the customer's project while also assisting them in promoting their business in some way, you're providing value to the project-client connection, which will always benefit you in terms of customer satisfaction and retention. It might be that you're displaying the project client's details on your website or blog. Perhaps it's a project-related news release. Anything you can do to increase good perceptions of the customer is a gain.
- Be as transparent as possible
Be as transparent and honest as possible at all times. That doesn't mean you have to tell them everything that's bothering you in the first five minutes. Examine any problems that develop. Discuss with the project team and, if possible, come up with one or more viable alternatives to submit to the project customer. Obviously, I'm not talking about a long period of time. The worst-case scenario is if your customer learns of an issue from someone other than you, the project manager. If that happens, you can find yourself on the phone with your customer, sitting across from your CEO, trying to figure out what's going on. I've been there and done that. It's also not enjoyable. At the very least, come up with a proactive plan to analyse or try something promptly, and schedule a meeting or call with your customer as soon as possible.
Want to learn more about the same? Enrol in Project Management Institute certification training program today!
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