How do you control an unreasonable client?

Say the client doesn't tell you everything he needs, because likely he doesn't have the foresight. Then they say "You should have known." They think that if you didn’t read their mind and forecast the future, then you were lying. What do you do?
In: Business.Management Asked by: Neil W Oct 26, 2007 - 85 Months Ago.  Viewed 5197 times



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The sales process is like the courting ritual between the sexes. Everybody's smiling and you can't possible even imagine anything going wrong. Everybody thinks everything will be easy.

I have to assume you're in the consulting business, when there's enough confusion for everyone. During the sales process is when you have to detect potential problems, organizationally, technically, and personality-wise. As they will ask you to commit to budget and deadlines, you will need to sign a contract of with expectations. Of course, you can only have those expectations if you have the experience.

In any relationship there will be give-and-take. You need to gauge reasonableness from their personalities. If they have a litigious history, then that will probably be indicative of the future.

You need to have the experience to measure underlying complexity up-front, beyond the 'stated' complexity. What they say is what they know. To build a bridge, all they know is they want to cross it. You must understand the foundations and construction materials, with usage expecations.

Finally engage in strict scope control with the client. Your delivery teams top priority is to track conformance to expectations as new learning is revealed. There cannot be any shyness from the project manager in communicating "I though you said" to the delivery team or the client. Those words are only effective in an open forum, not in emails nor behind the back.

Even with the best of intentions, relationships will go bad. You can control what they expect of you by being upfront with what you CAN and CANNOT do. Because if you said you can forecast the future, they'll expect that of you.
Answered by: EricC - 80 Months Ago.
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Would you sell a façade? Knowing that it will cost them more, even if they don't know?
Commented by: EricC - 84 Months Ago.
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Meh, I don't get paid to do anything I do over the internet. I ban them, I don't need to wait around dealing with crap( unless I "care" about someone, then I will do what I can to keep them on) The services I occasionally provide I do for "free"( coding and graphics work). I have been known to get mad at a"client" and delete what I made for him, which is why I usually tell them to make a copy for themselves that they can save somewhere apart from my picture host.
Answered by: ralahinn1 - 58 Months Ago.
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How do you control an unreasonable client? Say the client doesn't tell you everything he needs, because likely he doesn't have the foresight. Then they say "You should have known." They think that if you didn’t read their mind and forecast the future, then you were lying. What do you do? - HelpGlobe.Business.Management
 
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