October 12

Troubling Clients and Projects

Recently, I had the opportunity to talk to a client about a new business opportunity he has. When discussing the potential project, no one in the company believes they will be able to define a specific set of deliverables that will remain constant through the project. They believe that the client will agree to them at the outset, then add more deliverables as the project progresses.

If I was not in the same room while my client explained this, I would have thought, “Sounds good. Change Orders mean more business.” The body language, tone, and ensuing conversation helped me understand the pain this potential project could be. For this client, Change Orders are a constant.

After some discussion, I determined that they should pass on the project. They will not pass on it though. It means revenue and a good deal of it. I hope the revenue (and profit) is enough to deal with the client.

Have you ever worked with a client when you knew he/she would be difficult to deal with? Did you accept the business already slightly cringing from the first anticipated problem?

Life is too short. Unless you are in an extreme revenue drought and the profit potential is high, skip the trouble.

Whether its a new client or a new project, make sure you clearly know what will allow you and the client/project to succeed. Stick with the agreed upon expectations and execute.

When scope creep or a project change occurs, bring out the project plan and review the deliverables and scope. If its not in the scope, write up a Change Order and get everyone involved to sign off on it.