The first thing anybody will tell you when you are handed a project to manage is, “Keep the customer happy.” That is the mantra in today’s service-based environment. The customer may not always be right but it still is your duty to meet and exceed the customer’s expectations. Hence, your primary objective as a project manager is to ensure that the customer is happy right from the beginning to the completion of the project.
Today, organizations across the globe are using Project Management approaches to bring the best out of their project which is in line with the organizational strategy. Effective communication during a project is one such critical factor to get your project over the line.
Being honest and forthright is important while managing a project. Customers like project managers who are upfront about the challenges faced by the project. However, you also need to reassure the customer that you are capable of confronting and surmounting those challenges and delivering the product or service. Otherwise, negativity tends to creep in.
Below is a list of 7 phrases you should never let your customer hear from you or your team during the course of a project.
7 Phrases to Strictly Avoid While Speaking to a Project Customer
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This Cannot be Done:
This is the last thing the customer wants to hear from you. Whatever the customer is asking of you might be close to impossible but an immediate negative response from you will only end up making you look incapable and defensive. Always try to respond in a positive sense. Remember, do not promise anything. Promising something which you know you cannot deliver and later not being able to keep the promise will aggravate the customer.
What you can say instead: You can say that you will discuss the proposition with your team and get back with a response. You might come back later and say that it may not be possible to get it done but at least you have analyzed the pros and cons of it and now you are saying “No” with a valid fact-based explanation. This way the customer will understand why it would not be possible and give you some leeway.
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This is Going to Cost a Lot:
This is the second phrase on the list that will annoy a customer a lot. The customer is asking for something means that he or she needs it. Now if they really need it, they would not mind paying you to get it done. Even though what they are asking might cost a lot, do not tell them that straight away. It only portrays a picture that you have given them a negative response without even taking the time to consider the ramifications.
What you can say instead: You can tell them that you will execute a proper change management procedure and come back to them with an estimate of the cost of the change they are requesting. Do not give them an ‘approximate cost’ because the customer will tend to have this figure in their mind; if you go back to them with a figure which is either too high or lower than that number, the customer is not going to be impressed. Your credibility as a project manager will be negatively impacted if this happens.
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We do not Have the Resources for This:
If you do not have the resources, you will have to request the resources, but that is for later. Do not tell the customer that you do not have the resources to do something. That will make the customer doubt if you would be able to complete the project at all.
What you can say instead: Right now, even if you feel that the customer’s request for change cannot be accomplished with your current resources, tell them it can be done but you will have to request additional resources. It is the customer who is going to pay for the additional resources and that will only result in a profit for your company. Ensure that you create a presentation on why the requested change will require more resources and what will be the cost. This will help you convince the customer to pay for the additional resources without questioning your potential.
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This Was Not Part of Our Original Agreement:
The customer already knows that. Do not tell them what they already know. Change is inevitable; agreements are bound to be altered during the course of long and complex projects. The customer is asking for something new which means they are prepared to pay for it too. So do not tell them that it was not part of the agreement.
What you can say instead: You can tell them that you need time to review the requirements along with your team and then get back to them. Ask for more information about what they want. This gives an impression that you really are interested in what they want and you will consider it.
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That is Too Technical for You:
Customers do not like it when project managers belittle their technical knowledge. You are the project manager of this project and it is your duty to explain things to the customer in a way they understand. You are better off avoiding this phrase if you aspire to build long-lasting relationships with customers. You need to ensure that none of your ‘technically proficient’ team members say this to a customer either. Educate your team on how to communicate with the customer.
What you can say instead: It could be a configuration change or customization or some sort of a reporting requirement that in fact, the customer might not understand. In this situation, it is best to explain the details to the customer separately and give an overview of what it entails. If possible, present a separate change order which covers their needs and the additional work which your organization needs to perform. Use this as an opportunity to connect with the customer, not antagonize them.
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We Cannot Meet this Deadline:
This phrase will tell the customer that you are inefficient even though you might have valid reasons for the delay. Being honest with the customer is good but a blatant negative statement never helped anybody. Always try to avoid giving bad news to the customer.
What you can say instead: Try and present an alternate date along with a plan on how you are going to get it done by then. Alternatively, you can propose some prioritized changes to the current scope which will enable you to meet the deadline after all. It is always better if you discuss the issue with your team and come up with potential solutions to the deadline push.
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This was My Idea:
Never say this to the customer yourself or let any of your team members say this. It may have been your idea or any of the team members but it does not matter to the customer. It only goes to show that you are not working as a team and there is unhealthy competition among the team members.
What you can say instead: “It is our idea…” or, “The team thinks that….” – this in turn tells the customer that everyone in the team is on the same page and you will be efficient in completing the project. For all you know, the customer might be a firm believer in the fact that no idea is truly one’s own. Any idea is a sum of one’s experiences from working and collaborating with a team.
Every project will go through ups and downs. Your skills as a project manager will truly surface during the downs. One of the most critical things during unsuccessful times is keeping the customer happy. Your communication with the customer, especially the words you use, go a long way in reassuring or sowing doubts in the mind of a customer about the success of the project.
