Project Setup
Name 3 pieces of information that must come from the client
Scope, deliverables, success criteria, problem statement
Best project management artifact to frame issues
What is RAID log
Client is unresponsive to email
If the answer is required for progress schedule a 1:1 meeting with the client asking them the questions you need answered. Keep that cadence going if it seems to be a habit.
The client does not know where the project is at
Provide the client with a status report and timeline. Is there a status readout cadence? If not, make one. Make sure the status is going out to the client (with or without meeting) every week.
Client asks something you don't have the answer to
I don't have the answer to that right now, but I will look into it and get back to you
Client cannot decide on scope
Take the problem statement and create options for the client with different levels of complexity and present it to them
Someone on client team isn't performing (causing delays in delivery)
Discuss with the resource: Are they having issues doing the work? Do they need help? Is there anything we can do for them?
Discuss with the project stakeholder: Mention there is a concern getting response/feedback/work from an area of the team and it is causing project delays. Let them decide whether it makes sense to speak to the person first or swap them out with someone else.
BRING EXAMPLES
Appropriate client communication cadence
EL: Minimum once a month
SO: Minimum 1 meeting (1:1) every 2 weeks with direct project stakeholders. (It can also be a weekly status meeting)
Client is not signing off on deliverables
Request a meeting with the client to discuss concerns with the deliverables. Refer to the SOW success criteria if necessary and walk through it mentioning how we have addressed each of the items and that if there are concerns about it, it needs to be brought up in a timely manner.
Why isn't this deliverable complete yet?
Discuss the requirements for completing the deliverable and what work is remaining to get to that completion. This is where the project tracker/status comes in handy to refer.
Client asks about tool/industry experience that you don't have
What is: We have people with experience in that tool/industry, we can bring that person into the conversation/project as a SME OR let me refresh myself with the most recent release and we can discuss later
Client requests a resource be removed from the project
What is: speak to the client about what they were not happy with (personality or skillset), speak to the resource to get clarification around the issue and provide feedback, talk to your practice lead about new staffing, onboard the new resource and do a knowledge transfer
3 best practices for video calls
Eye contact, appropriate clothing, friendly tone of voice, minimal "talking over", smile!
Client is unhappy with the time to delivery
Discuss the timeline with the client and why each task took the amount of time it did. Ask whether the client has concerns based on the milestones and the delivery and discuss reasons for delay. Set expectations with the client and manage these during the communication cadence. (RAID log should assist with this)
Why is the project status NOT green?
Not an detailed answer for how we got there, but what are the milestones affected/at-risk, by how long, what’s the estimated budget hit, and MOST IMPORTANTLY, this is the plan to get us to green by X date.
Client will not sign an SOW
The person closest to the client should be sending communications daily, schedule time with the client to discuss the SOW and ensure they have no questions, (for extensions) mention that the teams will be ending on X date and that they cannot continue working without a signed SOW.
Client doesn't agree with our solution
Have a discussion to explain to them how we came to this solution (i.e. pro/con list), then discuss what the client doesn't like about it and try to create a solution together that they are willing to accept.
If previously agreed to, what changed?
How to explain technical information to a non-technical audience
Create a metaphor that accurately describes the technical solution. Keep it simple and concise.
Inspire has committed to more than they can handle and delivery is in jeopardy
Escalate internally first, create a plan for communication and project completion.
Client asks for feedback on their own resources
Have a private meeting with that client and make sure to discuss feedback in a constructive way and offer ways to help the resource succeed in their weak spots.
How do you hedge risks on fixed fee engagements
Specific requirements, clear deliverables, setting up milestones, accurate estimates of time, CONSTANT COMMUNICATION
The client asks for something outside of the scope of the project
Discuss the reason for the scope change, understand and estimate the scope change, if necessary create a change order to accommodate.
Client is yelling or insulting Inspire11 resources
Schedule a call with the client in question and discuss that there is a concern with how the client is speaking to the team. Try to figure out why the client may be upset and see if you can resolve. Make it clear that we request a more professional way of communication.
Inspire made a mistake in their solution and the client finds out
Escalate internally, discuss the mistake and reason for mistake, and create resolution plan. Craft communication with Inspire11 team to deliver to client.
Client asks you to knowingly lie/mislead on a status report
DO NOT SAY YES. Ask why they would request that and discuss together how you can truthfully describe the status without a negative reaction.