Sin #4. Thou Shalt Not Mismanage Client Expectations
Another big #ProjectManagement commandment – especially for consulting led #Salesforce projects.
Not #ManagingExpectations is probably the single biggest reason for conflicts, arguments, disputes, lawsuits, divorces, break-ups… and the good ole ‘Change Request vs Defects’ discussion during project UAT.
“But when you said that Salesforce would fix all our pain, I thought that it would also automagically make our customers buy more!”
🙄
“When you say that integration and automation will mean we’ll save money from making mistakes double-keying entries, you didn’t mention we’d have to spend money on a Mulesoft Developer to support the integration?!”
😣
In short – the client’s expectations of what they are going to get isn’t what your expectations of what you’re giving/providing them.
This is a BIG DEAL.
#RealProjectManagers make sure that the consulting team and the client is on the same page with respect to what we are going to deliver, and I use the initial Project Kick-off to set expectations early and firmly with regards to
🍩 What the outcome will be
🍩 How the outcome will be achieved
🍩 When the outcome will become a reality
🍩 What challenges might be in the way
🍩 Who are the lynchpin who are needed for a successful project
🍩 Who is doing what, when and how
🍩 What needs to happen if things go wrong
Managing expectations is a core Project Management skill – and if you can’t do it, maybe you need to look at a different career.
#RealProjectManagers set expectations and manages it often.
In fact, this is key in developing relationships built on trust.
When expectations aren’t met, trust is eroded.
And so I pay attention to what my clients say and think, because it gives me an indication of their expectations.
Do you have any horror stories of how expectations gap have derailed projects?
#OnThePeiroll
#MindTheExpectationGap
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This is part of the “Sins of #ProjectManagement” series started off on the Salesforce Ben webinar I did with Ben McCarthy.
Link 👇🏻
The Salesforce Ben webinar on “7 Sins of Salesforce Project Management” over here: https://www.linkedin.com/posts/pmlim_salesforce-projectmanagement-linkedinlive-activity-7079840792579584000-O6uV?utm_source=share&utm_medium=member_desktop
