The relationship between project manager and customer in demand management

Summary:

We know that project managers have 75% to 90% of the time to communicate, and the importance of communication in project management is visible. However, communication with the project manager is particularly critical in communicating with the client, as it determines the success or failure of the project to a large extent.
This article from the author's experience, summed up and analyzed the five to communicate with the customer and five bogey: should be humble comity, avoid "argue", appropriate transposition thinking, avoid deliberate persuasion, it is advisable to leave a cushion, bogey on the spot rebuffed, the subject is clear, avoid the sky, appropriate to face communication, taboo behind the discussion. It is expected that these five five bogey can help the project manager in the process of communication with the customer.

   One,   should humble comity, avoid "fight"

      project manager must pay attention to respect the customer. When communicating with customers, the project manager needs to have a good attitude and a humble attitude, the tone of communication should be polite and gentle, so that customers feel that you are not only a great expert and is a noble person, so it is easier to win the customer's cooperation and understanding.
     Some project managers are very harmful to themselves as experts and technologists who think their ideas or practices are superior to their clients and like to argue or "argue" with their clients. Because we always need to understand that we are to solve problems, to do the project well, rather than to the customer than ability, than insight, if determined to "fight", it is likely to make customers disgusted with the future cooperation unfavorable, ultimately affecting the success of the project.
     Of course, bogey "argue" is not to say that we do not need to express our views and opinions to customers, but we need to pay attention to the ways and means of expression.
     Summary, the project manager in the process of communication with customers, it is advisable to humble comity, avoid "arguing".

second,   should be a place to think, avoid deliberate persuasion

      in the construction process of the project, we often meet customers to put forward new requirements, in order to avoid changes in project requirements, some project managers are often eager to "own" interests, to find ways to persuade customers, this practice is not advisable.
     demand for customers, when we are difficult to understand or accept, we may wish to first think, from the customer's point of view and analysis of the customer's reasons for such expectations, it is easier to understand the customer's proposed requirements are reasonable. If the results of the analysis indicate that the needs of the customer are not required by the project, we can lead the customer from the perspective of the value of the project to the customer and ultimately let the customer give up; If the customer's request is really what the project needs, we can influence those changes by executing the requirements change process (the result could be a termination change , unpaid changes or paid changes).
     as a project manager, really stand in the customer's perspective to think about the problem, the customer is able to feel, and can ultimately win the customer's identity. If you want to try to persuade the customer for one's own self-interest, it will be alienated by the customers, and ultimately outweigh the benefits.
     Summary, the project manager in the process of communication with the customer, it is appropriate to change the position of thinking, avoid deliberate persuasion.

   three,   should be left with a buffer, bogey on the spot rebuffed

      poorly experienced project managers, when communicating with customers, will always unconsciously give customers a "yes" or "no" conclusion, in fact, this practice is defective, especially on the spot rebuffed customers are more not to take. Because of this, on the one hand may appear the reply to the customer the conclusion is improper, on the other hand also lets the customer feel that you are not in the heart to treat their demand.
     When customers ask for changes in demand, especially when we think that the more difficult requirements change, we will not be able to reject the customer on the spot, the correct way should be to record the problem, such as change assessment or report to the superior approval before replying to the customer, You can even ask your boss to communicate with the customer. This will not only let this matter get a better solution, but also let the customer feel that you are a prudent person, a rigorous thinking person, a responsible person, so as to lay a good foundation for future cooperation.
     Summary, the project manager in the process of communication with customers, it is advisable to leave a buffer, bogey on the spot rebuffed.

Iv.   Theme clear, avoid the sky

      Sometimes we may need to communicate with our customers about some project issues or to introduce and report to our clients, so we just need to make the subject clear and concise, instead of talking about topics unrelated to the topic. Because doing this on the one hand wastes oneself and the customer's time, on the other hand may also cause the said thing not to say clearly.
     Remember, we communicate with our customers, not speeches, for the purpose of building a good project, rather than showing how good the eloquence is and how wide it is.
     Summary, the project manager in the process of communication with customers, the subject is clear, avoid the brighter sky.

  v.   should communicate with each other in person, avoid talking behind the scenes

      in the communication with customers, there will inevitably be some misunderstanding and even a little conflict between the situation. How do I deal with these issues? Some project managers are not afraid or unwilling to communicate with them in person because they are party a, and choose the way to grumble behind them or "confide" with friends. In fact, this kind of thing is not good or even lead to misunderstanding deepen or deterioration of relations, because the behind talk about others is the biggest disrespect to others, and your back complaints are likely to spread to the customer's ears.
     It is good practice to communicate openly with the customer in the right way, in the appropriate environment, as this will at least make it clear to the customer that you are "dissatisfied" with him and that you are willing to resolve the "unhappiness" that exists between them. This will make the relationship benign and ultimately solve the problem.
     Summary, the project manager in the communication process with customers, should be in person to communicate, taboo behind the discussion.

Practice has shown that the use of some of the principles and methods to communicate with customers, we pay a smaller price, and the customer satisfaction will be higher.
"A good communicator, a word of the hundred, not good at communication, hundred words do not understand a reason." The project manager communicates with the customer, does not mean that the project manager is good at speaking, is good at talking about can solve the problem, more crucial is the project manager to have enough to lead the project construction ability ".
The above summary of the project manager and customer communication five-and five-bogey, is the author of some experience, I hope these summary can be for the majority of project managers in the communication process with customers to bring benefits.

The relationship between project manager and customer in demand management