My Project Management Lessons » Client

Get To Know Your Clients

michael — Tue, 03 Nov 2009 08:38:44 +0000

Get to know your client contact more personally, not just their project specific details.

Find out their interests, other projects they are working on etc.

Possibly send them useful information, news clippings, etc on things you know they are interested in.

A lot of business is built on relationships, and knowing how a client works and responds can be very helpful when managing their projects.

The Importance of Good Communication

michael — Sun, 01 Nov 2009 04:05:38 +0000

Good communication is a key skill for a project manager.

Good design of the product is assumed by the client. The key to keeping things running smoothly and making the client happy is keeping them informed.
Give the client regular updates, even if there is nothing to tell them. Ask the client for feedback. Are they happy with the way the project is going, your communication with them, the deliverables, etc. If something is running late, tell the client and the reasons. Don’t assume they know it will be late or why it will be late. Often just telling them will satisfy them, instead of the client contacting you to say your deliverable is late.

Clients Funding

michael — Wed, 07 Oct 2009 10:12:19 +0000

Check the funding sources of your clients. Especially local council clients who rely on funding that often changes. Related Posts Check References

Check References

Check Geotechnical Reports

michael — Sat, 26 Sep 2009 10:33:22 +0000

Check and confirm geotechnical reports that are supplied to you in a contract. The client may supply reports that are old or inaccurate. Specify in the contract that you are relying on the accuracy of their reports. If that is not acceptable, budget for new testing and reports. Related Posts Document Reliance on Information Check References Treat Restarted Projects as New [...]

Eliminate Unnecessary Features

michael — Thu, 27 Aug 2009 09:53:26 +0000

Eliminating unnecessary features in design will give the largest savings in a project.

If your client wants costs cut, look for the most costly features (in design cost and construction cost) that could be eliminated without significantly reducing the final required result of the project.

For example, a client wanted a set of equipment protected from potential flood levels by constructing it on the flat roof of an existing building. However, the rest of the existing plant was below that level so in the case of a flood would be out of operation anyway. To construct on the roof of the building would have taken significant extra structural support costing more than the equipment being installed. It was decided to install the equipment at ground level instead of raising it above the potential (rare) flood level, and installing a simple bypass system for use in case it failed. This saved more than double the price of replacing the equipment in the unlikely event of it being flooded.

Of course this may not be possible with features that are critical to operation, but if they are not critical, eliminating these features at the design stage (early in the project) can save a lot of money.

Learn to Say No

michael — Wed, 26 Aug 2009 09:14:02 +0000

You must learn to say no to some requests from clients

If change requests from the client will make the design unsafe or unusable, you should refuse to change it. Otherwise you could still be sued as the designer for giving misleading information when your company is the expert (accepting a change could be deemed as approving it, even if you gave a warning that it would be unsafe or unusable).

Another instance to say no is if the client asks for changes that will increase the schedule but won’t approve the increased schedule. Get approval from the client for the extended schedule or cost before saying yes to the proposed change.

Using the Word “Float”

michael — Fri, 14 Aug 2009 10:04:42 +0000

Using the Word Float

It is a good idea to avoid using the word “float” in a schedule or cost report to a client.

Instead you could use phrases such as “Critical Evaluation of final commissioning items”, or something similar.

Using the word “float” usually leads to management or the client wanting it reduced.

Of course only use the alternative wording if it is a necessary float and the words reasonably describe the use.

Outdated Specifications

michael — Mon, 10 Aug 2009 09:36:20 +0000

If a specification is older than 5 years, it is probably outdated or inaccurate.

If you are reusing specifications from old projects or tenders, make sure you check that the information in them is still current.

Sometimes a client will send you a specification that is from their files from previous projects. It can often be outdated information and needs to be checked that it matches the current standard or expectation.

For example, the electrical wiring might be specified to be a certain colour, yet new standards call for different colours. If you are supplying those specifications to a contractor, you would be responsible for specifying the correct colour; otherwise the contractor may install the wrong colour and ask for a variation to rectify it.

Keep the Client Up to Date

michael — Mon, 03 Aug 2009 09:07:07 +0000

Even if there is nothing to report to the client, report regularly to a schedule. This gives the client a current report for their internal systems and means they are not left wondering how the project is going. It also gives them greater confidence in your abilities and your organisations processes. Related Posts Make a Projects List What Does the [...]

What Does the Client Really Want

michael — Wed, 29 Jul 2009 09:08:11 +0000

Make sure you know what the client really wants. You are working for them as a means to an end. Make sure you know what this end result is supposed to be.

Make sure you get their statement of this. A large scope document is often included, but it is important that you have an understanding of what is really wanted.

An example I have heard is: In building a palace, you might deliver great quality, great cost savings, and be ahead of schedule, but what the king really wants is something amazing to look at (more gold, more turrets etc).