What Not To Say
what should you not say when introducing yourself to a client?
How quickly should you respond to a client?
Some form of acknowledgment and expectation setting on when a response will be available (if not right away) should occur in the same day as request
How would you say no to: If a client requests an extremely tight deadline that is not feasible or realistic given the project scope, resource availability, or existing commitments, it is essential to communicate the limitations and propose a more reasonable timeline.
open for examples - focus on working with the team to understand feasibility and communicating clearly to clients on expectations and alternate solutions
When is the first chance to set clear expectations for the engagement?
During the kickoff
What is the process of defining and controlling what is included and excluded from a project called?
CS/BD work to define scope with the clients and set the expectations and assumptions in an SOW
If the team doesnt have capacity to help on a request, what should you not say to a client?
the team doesnt have time - they are working on other projects
Do you have to respond to clients over the weekend?
There is always exceptions as we want to provide value to our client, but you are only expected to be working during the week
How would you say no to: When a client repeatedly adds new requirements or changes the project scope without considering the impact on resources, timeline, or budget
open to examples - focus on setting strong, clear boundaries, but always being open or make recommendations for more scope so we can work to accommodate needs
Scenario: The client is unsure about the project's progress and wants regular updates. How would you establish a communication plan to meet their expectations?
open to examples - focus on setting a cadence for regular progress reports, key objectives for meetings, documentation, ensuring flexibility and adaptability
What is the term for the formal process used to evaluate, approve, and manage changes to the project scope? Bounus: what do you have to do in PSA when a change request comes
A change request
bonus - update milestones, details page, and forecast to reflect the new changes
If a client is wrong about something, what should you not say?
Youre wrong
How often should you send out ESR/updates?
How would you say no to: If a client demands additional resources or features beyond the project's current capacity, it may be necessary to decline the request
open to examples - work internally to understand what/if any flexibility exists. work with client to set realistic due dates early to avoid issues
Scenario: The client wants to have direct access to the project team for frequent status updates. How would you balance the client's desire for direct communication with the team's productivity?
open to examples: define clear timing/boundaries, understand client needs to address, establish communication protocols
Scenario: a client requests something out of scope but isnt a lot of hours, what should you do?
Work with your CS to see if it makes sense to invest non bill hours or can make it work withing current budget to provide stronger client relationships
What should you not say if a mistake happens (either from us or not)?
After every meeting
How would you say no to: When a client makes unreasonable demands that compromise the team's well-being, work-life balance, or professional boundaries
open to examples - be firm and include CS when you need additional support
Scenario: a client doesnt "understand" where all of our hours are going and is uneasy about how we have been using our time. How would you manage these expectations?
open to examples - focus on understanding their concerns, creating transparency
Scenario: The project team encounters unforeseen challenges and delays, and the client requests the inclusion of new tasks that were not originally planned. How should the project lead prioritize these additional tasks while keeping the project within scope?
open to examples - focus on clear, frequent, and concise communication with clients. set expectations early and work with CS to ensure we can provide flexibility on delivery when needed based on scope but push back when possible
What should you not say if a client wants to prioritize something that we dont think should be the priority?
thats not a prioirty
What steps would you take in communication if a client had a fire drill?
as quickly as you can respond confirming receipt
work with the team to availability
quickly suggest hopping on a call to troubleshoot
How would you say no to: If a client requests services or deliverables that fall outside the project team's expertise or core competencies?
open to examples - dont try and fake it, its important to build trust and set expectations on what we can and cant do
Scenario: The client has a tight deadline for the project and expects the team to deliver within that timeframe. How would you manage their expectations regarding project feasibility, potential trade-offs, and risks associated with meeting the deadline?
open to examples - focus on setting expectations, working with the team on whats feasible, and understanding risks
Scenario: The project team completes the deliverables, but the client requests additional changes beyond the agreed-upon scope. How should the project lead handle this situation to ensure scope validation and prevent scope creep?
open to examples - working to set clear expectations upfront on what deliverables are, finding a middle ground, being clear on what we can and cant do in the agreed scope