Over the past couple of years, I had the opportunity to change my role from a senior software developer to a Project Manager (PM) at Withum Digital. One of my first goals as a PM was to make a first good impression with the client, as I believe this will set the stage for a positive experience throughout the project lifecycle.
I have developed and improvised strategies for this exciting first interaction, and I would like to share my experience here. I have divided the article into two sections:
Section 1: Preparations for The Big Day – Anticipating the Meeting
- Client’s Culture and Strategic Goals
Some of the key aspects vital to the project are client business operations and culture. Review the company executives’ profiles on LinkedIn and Glass Door. This will help you understand their culture and you can cater to their needs and expectations by modifying your project delivery approach. Knowledge about any important shifts happening in the industry’s market will help in analyzing and strategizing the impact it can have on your project. Get to know any important deadlines and client’s fiscal year goals and strategies by visiting their website, or with simple open conversations. In my past projects, understanding the client culture has greatly helped us navigate and plan the project. One of our clients, in the non-profit industry, had a multiple level approval process, the organization hierarchy and procurement department was very unique and hence we had to follow a process during various stages of the project.
- Statement of Work
Invest time in the Statement of Work to comprehend the project objectives/goals, phases, deliverables, milestones, and timelines. Be certain to ask questions and get clarifications from your Sales team. Identify and address vague requirements or statements. Understand the requirements and recruit the right staff for the project. Work on the project plan, identify resources, and assign tasks and timelines. A good project plan is a great start for the project.
- The Project Crew
Having the right people for the project is very crucial for the success of the project. Understanding your resources and their skill levels will help level set expectations and timelines. Work with your resourcing manager to allocate time for the identified resources. Having the same team throughout the project will boost the client’s confidence. Send a welcome/congratulations email to the project team along with a link to the statement of work and project plan. Request them to review both the statement of work and project plan before the internal kickoff meeting. If you, as the PM, are satisfied with the team, your confidence will be propagated in your conversations with the client. Believe me! I have seen it happen many times.
- Internal Kickoff Meeting
Get the project team and the Sales team together. The Sales team should talk about their experience with the client so far and any assumptions and risks that the project team should be aware of. It is usually a good idea to clearly state the roles and responsibilities of team members and answer any questions the team members may have. During this meeting you can discuss the similar topics: Does the client prefer Agile methodology vs. Waterfall for implementation? Does the client organization hierarchy impact our approval process? Do we need a technical writer for document deliverables?
- Prepare a Killer Kickoff Presentation
Your presentation should address all the key factors that makes a project successful. Here is a sample I use for IT projects:
- Introducing Team Members and Their Responsibilities
- Project Objective and Scope
- Project Timeline
- Project Implementation Methodology
- Project Assumptions
- Project Risks and Mitigation Strategies
- Communication Plan
- Next Steps
Section 2: The Big Day – Finally, Meeting the Client
You and your team are now well prepared, confident, and ready to meet your client.
- Face-to-Face
The exciting day is here! Although we live in a technology driven world, this first meeting should be in-person if feasible. A face-to-face will build trust and credibility and allow you to read nonverbal cues during the first interaction. The PM should make every effort to meet in person even if it is not possible to get all the team members in a room.
- Be Pleasant, Be on Time…in Fact, be Early!
Give yourself enough time to settle down. Starting the meeting on time, shows your respect for the team. Give them your full attention, show them how excited and happy you are to work with them. Be honest, be crisp, be clear, and be transparent. This will gain their confidence.
- Thank Them for Their Time
It is important to end the meeting as per the schedule and remember to thank them for their time. Make sure the next steps are addressed and both parties have marching orders.
Final Thoughts!
Communicate, communicate, communicate! There is no such thing as over-communication. Keeping the client well informed of the project status periodically is a healthy practice. Alleviate all risks with open, honest communication. Bring any issues to the client’s attention as soon as they are identified. Work with them to find the best solution. Remember you both have the same goal to achieve and you are partners in this endeavor!
