Votre client est frustré par un retard de projet. Comment pouvez-vous gérer efficacement leurs attentes ?

The steps to be followed:- 1. Acknowledgments 2. Root cause, because the client needs to know the reason supported by facts and not the guesses and opinions 3. Solution with new ETA 4. Compensate if required

Some ways that i found helpful to avoid/mitigate the situation, - In my experience, communicate as early as possible when you as a PM sense there could possibly be a delay in timelines, mostly 2-3 weeks in advance - Get ready with revised timelines along with the communication of delay - let clients know the reason of delay, its their project and they deserve to know detailed insights - the client should have trust in you, that you as PM are part of their team and you always think of their benefit - One thing that resolves the situation is taking ownership, never NEVER run away from this - Acknowledge the fact that this delay will impact their schedules and you are working towards the mitigation plan - Transparency is the key always

Transparency and honesty through the entire process. We have processes we use and teach teams to make sure this doesn't happen!

In my experience it is imperative that one acknowledges the delay, ensures that reasons for the delay are fully understood and plans are put together to overcome these reasons. Without acknowledging the delay no subsequent action can't be put together.

1. Ich arbeite daran, das Vertrauen meines Kunden durch konsequente und zuverlässige Kommunikation zu erhalten und zu stärken. 2. Ich bin in meiner Kommunikation empathisch und zeige Verständnis für die Frustration meines Kunden. 3. Ich bitte meinen Kunden um Feedback, um sicherzustellen, dass seine Bedenken gehört werden und um eventuelle Missverständnisse zu klären.

Ouvir e conhecer as necessidades do seu cliente é muito importante, pois, desta forma é possível ter uma eficiência maior no serviço prestado. Entender quais são as prioridades do seu cliente também faz toda a diferença, para assim conseguir realizar melhores entregas. Além disso, ter uma boa proximidade/intimidade e qualidade no atendimento gera um vinculo mais duradouro, e olhar para o mercado e ao redor, pensando sempre em uma proposta de valor única que contribua com a necessidade do seu cliente.

Exactement, faire preuve d'empathie envers le client, l'écouter et peut-être que vous pourrez le rassurer vis à vis de ses préoccupations

In most instances a client will feel reassured if we genuinely listening, open, honest, solution orientated and work in partnership to deliver a suitable solution. If it is possible to involve the client in solutions not only is there buy-in but a greater sense of collaboration, which in its self creates more partnership with a joint vested interested in resolving concerns. You are also more likely to reach practical compromises rather than chasing unrealistic expectations that can't be delivered. Be human and respect the humanity of the client too, we are all under pressure and sometimes the client is taking a risk and so its vital they feel safe in your hands.

When we communicate with the delay, there is obvious reason client will back fire, however effective way to manage conversation, listen then carefully and set expectations with priorities as well as MVP to make them understand better.

Communication is key in the client relationship. Always have fair communication with them, make them aware with every now n then progress and asks. Show them progress and make them comfortable like we are handling their situation nicely.

Your insights on avoiding overly technical language are an excellent reminder that clear, concise communication is key to maintaining client confidence. By focusing updates on what matters most to clients, we can ensure they feel informed and valued throughout the process.

Providing regular, clear updates gives the client information. Information (a status update, reason, and plan of action---with a timeline) can be calming for them. It doesn't mean that they'll be a fan of the delay, but it does help them not jump to incorrect conclusions. Being truthful is the best way to promote continued trust. No one wants to be lied to, and avoiding that tough conversation or trying to cover it up may lead to your working relationship being worse than if you would have told the truth. You can't always control the situation, but you CAN control how you handle it. I'm a big fan of sharing information and the truth with the other's person benefit in mind.

Laissez également une ouverture à chaque mise à jour pour que votre client ait la place de s'exprimer et qu'il puisse se sentir prit en compte / respecté dans la relation et vis à vis de son projet.

Clear communication encompasses all necessary for managing relationships. Clear communication also means being absolutely truthful. This should be the case from the onset

1. Ich beschreibe die Maßnahmen, die ergriffen werden, um sicherzustellen, dass dieser Zeitplan eingehalten wird. 2. Ich halte meinen Kunden regelmäßig über den Fortschritt auf dem Laufenden.

O que vai nortear sempre o projeto será o seu escopo e objetivo final. Não deixe os possíveis atrasos e conversas com o cliente fugirem ao escopo e criarem novas demandas não previstas e que irão alterar o cronograma. Caso novas demandas ocorram e precisem ser incluídas no projeto, deixe claro os impactos no prazo de entrega, custo e produto final do projeto.

Setting realistic schedules for resolving delays prevents disappointments and strengthens client trust. Provide estimates that you can confidently meet and discuss potential limitations. This transparency builds a solid foundation for future trust.

Etudier les différents aspects de réalisation d'une solution alternative pour atteindre l'objectif est primordial. Lorsque nécessaire, dans la phase de conception, et dans tous les cas en amont de la signature du contrat, il convient de s'appuyer sur les résultats d'une enquête de gestion du risque pour éviter les surprises.

La co-creación de expectativas es fundamental. No solo buscamos obtener la aprobación del cliente, sino también mejorar nuestra profesionalidad, planificación y visión. Estas expectativas deben ser realistas, alcanzables y notables. De esta manera, no solo mantenemos un alto estándar de calidad, sino que también agregamos valor en comparación con otros proveedores

Frustration of the client is genuine we apologise for this firstly and Focus on further developments with timelines and try to build up the confidence of the client because re buildup of the client confidance makes us confident to finish within the timeline.

First of all acknowledge the delay and give a valid and honest reason for that.Then you can ensure the work submission asap and within reasonable time irrespective of the delay that has occurred. Third and most important is work should be so good that client has no reason to dislike it or not to approve it.In this whole process keep your tone and language as soft as you can to avoid negative review and loss of earnings.

Algumas soluções valem ser apresentadas para um menor impacto no atraso do cronograma previsto em um projeto. Uma delas é a entrega por sprints. Esse faseamento pode elencar as prioridades e estabelecer, inclusive, quick wins, que irão favorecer soluções mais rápidas.

Problems & complaints are an opportunity to shine. Customer care values are not tested at the point of sale, customer care is only truly tested in the real world when there is a problem. Most companies are great at selling but we have all become disenchanted when trying to deal with a company when there is a problem and we are passed pillar to post with no resolution, don't be that company, take the opportunity to shine. In my experience solving problems and dealing well with complaints has actually deepened and solidified the relationship while building greater trust. Problems are great opportunities to improve your relationship and set yourself apart from your competitors.

1. Ich erwäge Alternativen, die meinen Kunden möglicherweise zufriedenstellen könnten. 2. Ich überlege, ob ich zusätzliche Ressourcen bereitstellen kann, um das Projekt zu beschleunigen.

Be honest. Tell the client exactly what caused the delay, and if you weren't in the wrong, the client will understand and appreciate the honesty. Because at the end of the day, nothing is more important than proving why you deserve your clients' trust and hard-earned money.

Take responsibility of the situation, be empathetic and provide unconditional support to the client and keep your client updated about the changes in the project and how long it will take to resolve the delay.

1. Ich zeige, dass ich bereit bin, zusätzliche Unterstützung zu leisten, um meinen Kunden während der Verzögerung zu unterstützen. 2. Ich beschreibe die Maßnahmen, die ergriffen werden, um sicherzustellen, dass dieser Zeitplan eingehalten wird. 3. Ich stelle sicher, dass mein Kunde über jede Entwicklung oder Änderung informiert wird.

Keeping the client updated, even when you haven't found the solution yet, can really help. We are often tempted to wait until we have the solution to report the "good news". This could be days, weeks or months depending on the problem. Who wants to wait for feedback? In the customers eyes you have gone dark and this will create frustration. I have a 3 day rule which I share with clients (assuming they don't ask for daily updates), I will get back to them within 3 days with an update, which I do even if its not solved. Where possible, I inform them about what we doing, what we are looking at & where we think the problem might be. I continue with this until we have the solution, keeping them engaged & informed.

Before making any promise what project managers must bare in mind is, it is better to underpromise and overdeliver than making an overpromise. So either way both managers and clients win as this action must be taken before making any promises, therefore you'll be able to manage their expectations anything starts.

Il est important d'avoir une vision globale sur le projet en cas de retard aussi, parfois cela ne vient pas de la plannification : le contexte comme la difficultés d'approvisionnement en matières premières, changement du projet, un délais souhaité par le client intenable par rapport au projet, des délais d'attente de livraison ou de retours client qui freines le projet, etc... Pour cela que nous avons un rôle également de conseil et d'accompagnement au projet, nous pouvons prévoir certaines choses et prévenir ou discuter avec le client pour que la plannification soit plus juste et réaliste, sans faire de promesse car nous pouvons être surpris.

I believe all the factors in regards to acknowledging delay, communicating clearly & concise to state correct artifacts for reasons of delay,setting realistic timelines & expectations and doing a timely interim checkin in regular intervals for project health card and progress along with maintaining confidence &control of the project delivery are all important and plays its own importance in managing clients frustration for a project delay...It's equally important to offer solutions and options to clients if there has been a potential delay in project timelines and also highlight risks& challenges to establish and gain clients confidence behind the hardwork and efforts that's being put to ensure the timelines are adhered to amidst challenges