What Clients Want: To Be Understood

by Joanna Pineda Posted on March 31, 2009

childinshoes One of my Project Managers (we call them PMs at Matrix Group) was struggling with an account. The client was frustrated, the Project Manager was frustrated, so of course, now I’m frustrated. I called the client, had a long de-brief session, worked through some issues, and with a few tweaks, the project was back on track. The PM wanted to know how I did that. My secret? I put myself in the client’s shoes.

As a business owner, I get to be manager of staff and projects AND client to our many vendors.  As the chief salesperson for the company, I interact the most with customers and users.  As a liberal arts person turned techie, I know enough to be dangerous, but I can’t write a line of CSS to save my life.  All of this means that I can more easily see a situation from a client’s perspective.   Here’s what I’ve learned over the years about clients:

For all you clients out there, what else do you wish your Project Manager and team members knew about you and your perspective?  What behaviors make you nuts?  What actions make you love your team?

Related Articles