Customer expectations are often built around project management issues.  If you use good organization and make sure projects are completed properly and timely, you will surely exceed customers’ expectations.

Project Management Tips For Exceeding Customer Expectations

  • Meet with the decision-maker and the guru about four times a year (once a quarter) to review things like the projects you completed, what projects are pending, and what projects you are planning on starting.
  • Exceed customer expectations by going over your week by week schedule with them.  
  • Make sure the schedule you planned doesn’t conflict with anything the client has going on.  Exceeding customer expectations means going out of your way to ensure the client’s experience is as smooth as possible. Make sure you do things at their convenience, not yours.
  • When you sit down with the guru or decision maker, find out if there is anything else outstanding that needs to be addressed.  Is there anything that they would like to see happen over the next 90 days?  Again, exceed customer expectations by placing their needs first - even if that means rearranging your work to accommodate.
  • Set clear guidelines for interim deliverables. When you set up phases or milestones you give both parties opportunities to discuss the project, make changes, and ensure the schedule is still doable.   
  • Provide weekly progress reports for any substantial offsite work you do. This is an excellent way to exceed expectations because many clients have never been treated to such service.  Call or send an email once a week, whether you are on-site or not.  Little  things like this, that take a minute or two, can make such a huge difference in exceeding customers’ expectations.
Bottom Line on Customer Expectations
Managing a project effectively and keeping the decision maker and/or guru informed is an excellent way to exceed customer expectations.  These are the kinds of things that typically do not take much time, or cost much money but the end result is so worth it.  

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