Skill Web School

Even a kid of 8 years knows that the customer is an asset as he fills your bank A/C with dollars and any new customer is a fortune as this is the indication for growth of business. On the other hand Customer is that entity, which needs ‘handle with care’.

The biggest disadvantage for a New customer is that his pulse is still unknown to you. As you had never worked with him earlier you are completely unaware of his likings and dislikings, which play a crucial role for determining the success of the project. At times, the customer changes specs very frequently, which makes your PM plan Topsy turvy.

As this is the first project with you, a tendency of getting everything on the earth becomes apparent at times.

The Project Manager and the Customer relationship manager should be enough tactful to handle such request and be firm but polite in bringing reality to the fore.

There are some customers, who prefer to remain mum through out the project and may be after completion, they will come up with their issues. We call them silent customers. The major drawback is as they hardly they pass on any comments, you hardly come to realize what they want or where do you vary?

The best way of handling such customers is interaction through clearly specified documents. Send the document after completion of each module and get his feedback.

You may be a bit lenient, but insist on a specific time period for receiving the feedback.

Any business house is always concerned about the most important customers. As the company classifies the most important customers to a very limited number, the handling becomes a bit easier. The tendency of frequent change may obscure some of the fundamental philosophy of your PM plan, but as a Project Manager, you need to be cautious.

As the important customers draw attention of various top notches of the organization, the pressure has got a tremendous ripple effect even among the team and project manager. At times, the effect becomes adverse and even detrimental.

A sincere look into the issues by the Project Manager and raising of issues in the correct forum in correct time may save a lot of hazard!