The Project which is handled by you is in RED, customer has
given you 4 weeks to show improvement, still nothing has
worked out. The Customer again gives 3 weeks to improve and
you do your best to improve, but nothing works out. Now the
customer is not at all happy, HOW TO CONVINCE THIS
CUSTOMER ???
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Answer Posted / praveen kumar
7 Weeks of delay after the deadline and even after that the customer is not at all happy this means for sure there is a big gap between what client's expectations as deliverable are and what the delivery team thinks that they should delivery.
Action Steps:
1. Find out what the gap is.
a. Check all the communication logs in last 7 weeks only. Phone logs, meeting notes, e-mails and service logs.
b. Check what was assured 7 weeks back to the customer and see if he have agreed to it.
c. Check what was assured 3 weeks back to the customer and see if he have agreed to it.
d. Set up a mind set that I'm not going to give the same reason again to the customer as reason for delay.
e. With this 4 points above start drafting a punchlist items of deliverables.
f. Now go back of 7 weeks and see all possible important communication logs and if any important things are missed on the punchlist to be added. If yes then add those.
Now I know what is the gap between clients expectation and delivery teams expectation. But both have not confirmed me yet.
2. Get all the excuse given by the delivery team.
With the punchlist on my hand I will have a meeting with team and get answers for each punchlist. The answers would of 3 types.
a. The requirement was not clear on the beginning, now only we are clear about this.
b. We are trying to resolve this but this needs more research.
c. The following things need to be done to complete the job.
Add the punch list with meaningful reasons on delay which can be informed to the client according to the terms of the company.
Now I have the puchlist on my hand + reasons of delay + deadline for each item.
3. Need to confirm with the client if this punchlist is right.
a. Schedule a call with the client.
b. Apologize the delay.
c. Insert as much as possible the word "Customer is right" during the communication.
d. Present the punchlist before the customer and explain each of the reasons and deadline. Make sure the reasons are not the same on what was told 7 weeks back and 3 weeks back.
e. Assign a Project co-ordicator who is going to update the client every 6 hours. Or based on the SLA time.
f. Inform the customer that if I have missed any points on the punchlist. If yes then add those.
This confirms that the punchlist is the gap between the cusotomer expectation and delivery teams expectation and a project coordinator is assigned to track the proceedings.
This should solve the problem.
| Is This Answer Correct ? | 21 Yes | 1 No |
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