Contrary to the popular belief, the customer is not always right. In fact, sometimes the customer may be the one delaying the project by not giving the approval of a completed phase when required, by not communicating effectively, by missing deadlines for the review of the deliverables – shortly, by being aloof to the project.
Customer’s delay translates into delay of the project, monetary loss, and decrease of the motivation and morale of the project team. Sometimes the customer may be too busy, especially if he or she represents a large organization and yours is just a side project for them. Other times, the customer may not see the implications of his or her attitude or may be just relying on the project manager’s decisions. Regardless of the motivation, customer’s delaying the project is a problem that you, as the project manager, must solve.
Ideally, this situation could have been avoided by accurate project planning. A communication plan, including deadlines to be respected by both sides, and monetary penalties for project delays should have been approved by the customer. More important, since customer’s performance is actually a major project risk, mitigation plans for it should have been included in the risk management plan. However, in small projects, sometimes this documentation or part of it has been overlooked. (more…)