As a project manager, understanding where customer expectations stem from is crucial for successful project delivery. Here are some common sources of customer expectations along with examples and references:
- Previous Experience: Customers often form expectations based on their past experiences with similar products or services. If they’ve had positive experiences in the past, they may expect the same level of quality and service in their current project.Example: A customer who has previously worked with a responsive and proactive project manager may expect the same level of communication and support in their new project.
- Industry Standards: Customers may have expectations based on industry standards and best practices. They may expect their project to adhere to established norms and benchmarks within their industry.Example: In the construction industry, customers may expect projects to comply with building codes, safety regulations, and quality standards set by relevant authorities.
- Competitor Benchmarking: Customers may compare your project deliverables and performance against those of your competitors. They may expect similar or better outcomes based on what they’ve seen from others in the industry.Example: A customer comparing software products may expect your product to have similar features and functionalities as those offered by competitors in the market.
- Contractual Agreements: Customer expectations may also be influenced by contractual agreements and obligations. They may expect you to fulfill specific terms and conditions outlined in the contract.Example: A client who has signed a service-level agreement (SLA) with your company may expect you to meet certain performance targets and response times.
- Communication and Promises: Customer expectations can be shaped by the promises and commitments made during the sales and onboarding process. Any assurances or guarantees given by your team may set the bar for what the customer expects from the project.Example: If your sales team promises a quick turnaround time for a project, the customer may expect timely delivery and may be disappointed if there are delays.
- Personal Preferences and Bias: Customers’ personal preferences, biases, and subjective opinions can also influence their expectations. These may be influenced by factors such as cultural background, individual preferences, and past experiences unrelated to the project.Example: A customer who prefers a particular communication style or project management methodology may expect your team to accommodate their preferences.
By understanding the various sources of customer expectations, project managers can effectively manage and align these expectations with project goals and deliverables, ultimately leading to greater customer satisfaction and project success.
