A client is the person or organization who commissions, finances, and receives the project deliverables. In other words, clients are individuals or organizations for whom projects are executed.
Nearly every project identifies the client in the Project Charter or Statement of Work which also describes the client expectations in terms of scope, cost, and schedule.
Clients may have additional expectations that are not written or addressed in the project contracts.
These unwritten expectations may include:
- A different understanding of the contract scope, objectives, deliverables, and/or milestones. A client may say, “You know what I want. Right?” Wrong! This sets the project manager up for failure because he or she may not fulfill the contract if he agrees to the client’s undocumented expectations
- Clear communications including regular written or oral status updates
- On time deliveries meeting project deadlines and schedules
- Ensuring work products meet agreed standards and specifications
- Adherence to budget constraints and quick notifications of any potential cost variations
Certainly, this could grow into a very large list of client expectations, but let’s look at what a project manager can do to meet these unwritten expectations.
Here’s a few thoughts:
- Set expectations early regarding project scope, schedules, and deliverables
- Establish a single point of contact with both the client and project teams
- Establish communication channels and document them in the Communications Plan
- Complete stakeholder analysis and RAID logs
- Ensure the client understands THEIR responsibilities
- Implement strong change control procedures. Document everything
- Submit written project status reports
- Document and distribute all decisions and agreements
How do you work with your clients?