Ever thought of Project Management as a service?

Books teach you what u should and should not do, experience teaches you what is best way to do what you should do and should not do !!!

Remember, the right attitude is very important if you work in the service industry, like the old saying goes.... "Ability is what you are capable of doing....Motivation is what determines you to do it.........Attitude determines how well you do it"

Now talking about service have you ever thought of Project Management as a service?

How many of the projects that you know have been completed on time ? I know quite a few. How many of these projects have actually ended with the customer smiling and handing over to you the project completion form? The simple reason is that the customer was not happy with the way you delivered the outcome, maybe you did deliver a wonderful solution and the final outcome was excellent but then why was the customer not happy ?

It is more about the way you did it rather than what you did!!


The reality is that with the dynamic environment that surrounds today’s IT driven industries very few IT professionals even have the time to draw up new deadlines when the previous ones are not met, let alone the need to practice properly customer service management during the project itself.

The first thought that would pop up when we say the word project management is…..managing resources to perform an activity. Managing these resources is more than just using them cost efficiently, it also refers to using them effectively.

To use these resources effectively we need to first judge how effective they can be and how effective they are likely to be given the conditions they are going to work in.What then is these resources, is it the people, the capital, the materials etc etc?Well, the resources are nothing else other than what you have to work with.

Therefore, it is simply the elements in your working environment. Most of these resources are the same ones that are used in the service industry so why then can’t these resources be used in a project as a service element as well.Let’s now see how we can practice service functions in a project:Communication is one of the key ingredients in any project, this is what determines how well the project progresses and how well the outcome suits the requirements of the customer. Here we will be seeing how communication helps providing a better service during a project.


Your Late !!!


How many times have to you been late to a meeting? It is understood that there can be unforeseen circumstances that could have delayed you but was this communicated to the customer. If so, good, but how was it, done?

Did you inform the customer about the reason you were late after arriving at the premises or was it while you were on your way?If you did the first one, ie. To inform the customer after you had reached your destination, it is not going to make a big difference to how your customer feels. He is already upset about you being late and now a reason to justify this after the damage has been done is not going to smoothen off things.

If you informed the customer during the delay period, the customer would feel better since he knows what your position is and he will be glad that you called him and gave him the space to do other things that he might have to do until your arrival. The tone and words you use during this situation is very.


Hello, are you done?

How many times have your customers called you inquiring on the progress of an issue that you said you would report to them?Most probably many times. It is understandable that it can be hard sometimes to follow up on each and every issue when involved with many other things in the project, but, this small instance of the customer calling you would make him to think that you would not do it unless being reminded about it.This happening regularly would reduce the customer’s confidence in you and eventually affect your companys relationship with the customer.

The simple solution to this is to make a note somewhere that will remind you of this customer’s request, whenever you see this note just call the customer and inform him something about the status of the issue even if you haven’t actually started at it yet (anyhow make sure you have allocated time to atleast look into it !!). Doing this for one, would put the customer at ease because for him he would have least expected the call and to receive it when he is in the middle of his work would communicate to him that there is someone else at that particular time who is looking into his requirement.


This practice normally gives you that additional time to complete the work since the customer would understand that you are looking at it seriously. While working on the issue, it is best to call the customer and just confirm something about the requirement, this will have a positive impact.

What an opportunity?

They say that every unsatisfied customer says his experience to 11 others of who 5 say that to another 11 and this continues. By taking time to satisfy that one customer you are saving on a lot of unnecessary reputation loss.Has your customer ever jumped at you the moment you stepped into his office about your service, though he hasn’t met you anywhere before? Well I have had that experience, may be he was not satisfied with your company’s overall customer service, and he takes it on you since he knows that you are from that company.

If this is the case, it is like striking GOLD. Because the customer has never worked with you personally before and he would be expecting the same service from you too, but if you can calm him down and make sure that you look into his requirement seriously and keep him satisfied, this is going to be one happy customer.

Take time for this customer; look into what he is upset about, start work on it. Keep touch with him regularly, until the job is done. It is understood that the customer might then be more demanding since he would be under the impression that he needs to yell at you to get things done, let him know that this is not the case.


For instance. When you have completed a single task call the customer and let him know, he would atleast say “Thank You” when he does you let him know that the task was easier because of his active involvement (reverse psychology I suppose). Once you have completed the task fully, just let the customer know how resources from other projects were taken to handle this task and how other customers supported this.

He would appreciate this and the next time he calls you he knows that you would do your best and he would be nicer this time.

And there you are (11 + 5 + 11 + 5…..) this many customers will not have the chance to hear about your unsatisfied customer simply because you don’t have one now.


More soon…..