During the life of the project, the project manager will often have the opportunity to take advantage of the client, either because a clause in the contract is not written accurately or because the project manager has access to more detailed information. For example, a client finds a mistake in the original documents provided to the project team. The project team analyzes the new information to access the potential impact on the project cost and schedule. A skilled project manager can demonstrate a negative impact and increase project profits by requesting a change order. A skilled project manager can also usually find an innovative approach to finding a solution without increasing the cost or schedule. In most cases, the client wants to be treated fairly. Fairness is characterized by impartiality and honesty that is free from self-interest, prejudice, or favoritism. 1 If the client interprets the change order as fair, then the project manager has the opportunity to create a satisfied client. If the client believes the behavior of the project manager is unfair, then it is difficult to create a satisfied client.
KEY TAKEAWAYS
- To identify client expectations, review written documents, but have a dialogue with the client to uncover unwritten expectations by asking questions and listening. Manage increasing expectations by reminding the client of the original objectives.
- Determine the stated corporate values by reviewing written documents and review actions related to those stated values to see which ones are the basis for action. Attempt to avoid conflicts of values by identifying the differences before they become problems.
- Do not take advantage of clients’ mistakes, but help them meet their objectives in spite of their errors. Live your own values of fairness.
EXERCISES
- If a project is regularly exceeding the stated goal for quality, it is important to remind the client of the objective.
- Values are desirable or qualities.
- Treating a client fairly means avoiding , prejudice, or favoritism.
- What are some written sources of client expectations?
- What is an example of a corporate value?
- What does it mean to treat a client fairly?
Organizational Values
Choose an organization with which you are familiar that proclaims to support a particular set of values. Describe actions that it has taken that either support or differ from its stated values.
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