Client Management Flashcard

Front

As part of a regular project update call, you tell the client that gathering all the data we needed is taking a bit longer than expected, but we should have everything by next week. The client politely says, "No worries, thanks for the update." What principle is at work here?

Back

Establish trust with the client.

Front

Uh oh, we've missed the deadline to deliver the first draft of the report, and the client is not happy. What do you do?

Back

Explain that the analyst was ill last week, but we've added an additional analyst as backup and we'll finish the report by Friday.

Front

The analysis is taking much longer than we planned for and the client is getting impatient. What didn't we do here?

Back

Think like a pessimist.

Front

Organising stakeholder interviews in multiple countries is taking much longer than expected and it looks like we're going to miss an important deadline on the client's side. What do you do?

Back

Ask if prioritising particular countries or stakeholders would let us achieve the most important objectives.

Front

How often should you communicate with the client?

Back

Regularly, such as a quick email at the same time each week.

Front

BONUS: We've completed a rigorous EQ-5D analysis that conclusively shows the utility of the health state the client's new product treats is 0.7463, yet the client seems annoyed with our report. What might have gone wrong here?

Back

We didn't understand the underlying business problem.