Effective Project Management

Section E Client Relations

Good counsellors lack no clients.

Shakespeare, Measure for Measure act I, scene I, line 35. 1604–1605

1

If you are not familiar with a new client, talk to the business development/marketing or sales person who was responsible for acquiring the client's business. Gather information and become familiar with the way that the client runs their business.

1.1

Try to remember that the client's business context and company culture (let alone their country culture, see Part V, Section C Culture) is different to yours and that, consequently, they will see the world differently. Respect the fact that, as a result, their attitudes will differ from yours.

1.2

As the project manager, work at the client interface. Establish a firm, friendly working relationship with either the client or owner. Get the manager of projects to have meetings with their counterpart. Think about how and when you can make use of your chief executive.

1.2.1

Develop informal links with other members of the client's organization. Arrange one‐to‐one interactions on sharing expectations, as well as big functions. Have the occasional ‘off‐site brief lunch’ with your client project manager.

1.2.2

Encourage informal links between key members of your team and the client or owner teams. Arrange formal or working lunches as well as social gatherings.

1.3

Inform the client/owner of any proposed changes in key personnel.

1.4

Ensure that the owner or client provides all ...