Managing Expectations: An Essential Project Manager Feature

Managing Expectations:
An Essential Project Manager Feature (Recommendation/s)

Gabriel, Dianne Nicole G. BSIT 4-1

Project Management

PUPQC - 1

Managing Expectations: An Essential Project Manager Feature Recommendation/s The researcher recommends that in Managing Expectations, there are lots of things to consider and there are lots of ways to handle these expectations for it to be achieved. Here are some of the tips that the researcher can give and she hopes that these recommendation can make an impact and inspire the readers. Tips on Managing Expectations: 1. Be Honest From The Get-Go. Though it may sound counterintuitive, As the project manager, always tell potential new clients in the very first initial conversation about possibly working together that there are no guarantees. As with most things in life, there are too many factors at play to make any grandiose promises. One cant predict whether a producer will like a pitch, or a reporter will quote the client. Although it may feel uncomfortable, I think that saying this clearly and in no uncertain terms, positions the client to take a leap of faith in your work and also helps them to understand the process behind your work. 2. Under-Promise, Over-Deliver. This old adage must be eliminated! As a project manager you can promise your clients that they will have immediate & constant access to you and your team; that you will, every day, work on their behalf through pitching and meetings with the media; and that if nothing else, it is guaranteed that they will become known to key members of the media. After that, when big interviews start rolling in, its much more appreciated! 3. Anticipate the Clients Needs Before They Know Their Own Need. This one definitely takes time and practice, but think about it: no one knows your business as well as you do. You know when things are going great and when you need to ramp up your efforts. Its so important to share that with a client through a simple email stating Im going to spend extra time this week working on your project I really want to get you out there as much as you do. It can go a long way. 4. Constant Communication. If youre in the service industry of any kind, that is what you do serve. That means being bubbly, bright and (almost) always available. While of course its important to set boundaries so that you can Project Management PUPQC - 2

Managing Expectations: An Essential Project Manager Feature maintain a rewarding personal life, its critical that your clients know they can gain access to you as needed. Hopefully just knowing youre available and ready to jump on a project as needed will be enough so that your c lients wont abuse your generosity with time. 5. Reports. Probably not anyones favorite task during the week, but reports show a clear delineation of work that was done over the course of a week or month. Remember reports dont have to be very long, or in a format that clogs up a lot of your time. A simple email detailing tasks completed for the week shows your clients what theyre paying for, and thus, keeps them happy. 6. Build a relationship that goes beyond client/vendor. As the project manager you must maintain business people like working with people they not only respect, but also personally like. Therefore, I believe that developing a personal relationship goes a long way in building a stronger business relationship. Get to know the client's family situation, how they spend their free time, where their interests lie and, most importantly, what motivates them on a daily basis. When you understand what makes them tick as a person, you can translate that into your business relationship. 7. Agree on strategy, goals and timelines. Until you and your client agree on strategy, goals and timelines, you are always at risk of them not understanding what success is and how it should be measured. I suggest creating a scope-of-work document that outlines the program details, budgets and metrics. This will alleviate any confusion over expectations and hopefully eliminate a difficult conversation. 8. Be a counselor. When you offer your client advice, direction, input and business counsel, you become a truly valuable partner. This style of open dialogue helps to establish the respect necessary to ensure better project management. Clients hire outsourced marketing services because they want an objective opinion. If you fail at giving that POV, you subject yourself to being a "yes man or woman," which will ultimately be your undoing.

Project Management

PUPQC - 3

Managing Expectations: An Essential Project Manager Feature 9. Be a good listener. Listening is one of the most misunderstood and least used tools in managing client expectations. Many clients are unsure of what they are trying to accomplish or not very good at articulating it. As such, you must have excellent intuition and listening skills in order to identify key messages being communicated. One of the best ways to compensate for a client who communicates poorly is to repeat what you have heard and ask them to confirm the accuracy of key takeaways, which will ultimately impact expectations. 10. Budget is not a bad word. Most relationships will go south very quickly if you are not open and honest about budgets. To start, you must be realistic about setting a clear understanding of the budget required to execute the desired program. Throughout the course of the program, you must have regular dialogue about budgets. If you don't address the client until you have an issue (i.e., operating over budget), you will not only have an unhappy client, you may also find yourself eating the overages. At the end of the day, your ability to manage client expectations is going to hinge on how well you choose to communicate. If you leave things up to chance, chances are you and your client will both be disappointed. However, if you take the time to listen, be proactive about communicating openly and address any issues head-on, you will keep client expectations in check and be in a good position to grow your relationship over time. 11. Ask questions to see that the other party listened and UNDERSTOOD. Some people will say they understand when they didnt. They may do this because they are afraid of how they will appear. Or perhaps they are just not paying attention to something important. Help them out without being a know-it-all. 12. Listen actively for false expectations and professionally explain more realistic expectations ASAP. Listen, consider, review, think and respond. Dont wait for reality to beat you to the punch, else youll look unprepared. 13. Be aware and address your own expectations. Dont assume know the outcome expected by everyone, including yourself. Make sure they match.

Project Management

PUPQC - 4

Managing Expectations: An Essential Project Manager Feature 14. Set Motivating Goals. It is incredibly important to get goals right. When goals support key initiatives and are aligned with the department or organizations strategic goals, they have a lot of power to direct work almost effortlessly. And when work piles up, stress mounts, and we start to lose sight of how to prioritize, goals can refocus our efforts and help keep us on track. To be motivating, goals should make a difference, be fairly urgent, have a measurable accomplishment tied to them, and sound challenging. There should be a visible difference between the success and failure of a goal, the timeframe for accomplishment should be shorter than one year, and the completion of the goal should evoke a sense of pride. 15. Provide Structure. Providing structure starts with defining a direction and setting clear boundaries. Your direction might come from your boss, your customers, your own vision for the future, or even from the collective wisdom of your team. However it comes about, it needs to be clearly articulated and spoken about often. It ensures you are all on the same page in terms of what needs to be accomplished. Next, setting clear boundaries requires defining what is within the scope of work and what is not, what appropriate behavior is and what is not, and what productive work is and what is not. Sometimes this feels bossy; as if you are telling people what to do. But when people have guidelines within which to operate, they are actually more empowered to act, take initiative, and innovate. The stated tips above dont delimit you from doing or adding more. They are just guidelines that can help you throughout the troubles in managing expectations. It hopes to leave a good impression to the readers mind for them to enrich their skills. To finish this chapter, the researcher wants to leave an inspirational quote saying,

Don't lower your expectations to meet your performance. Raise your level of performance to

Project Management

PUPQC - 5

Managing Expectations: An Essential Project Manager Feature

meet your expectations. Expect the best of yourself, and then do what is necessary to make it a reality. - Ralph Marston

Project Management

PUPQC - 6