Understanding and Meeting Client Expectations
Completion requirements
This chapter discusses why you should understand client expectations so that, as a project manager, you can meet those expectations. It also presents techniques for assuring that the client's expectations stay grounded in the scope and includes a discussion about project changes.
Understanding Values and Expectations
Learning Objectives
- Identify methods for determining client expectations.
- Identify methods for clarifying values and determining differences.
- Describe the importance of dealing fairly with the client.
Two of the sources of dissatisfaction in personal and business interactions are unmet expectations and a misunderstanding or ignorance of the values held by the other party. The project manager needs to avoid having a dissatisfied client due to a clash of values or a failure to meet expectations.