Understanding and Meeting Client Expectations: Understanding Values and Expectations

This chapter discusses why you should understand client expectations so that, as a project manager, you can meet those expectations. It also presents techniques for assuring that the client's expectations stay grounded in the scope and includes a discussion about project changes.

Understanding Values and Expectations

Learning Objectives

Identify methods for determining client expectations.
Identify methods for clarifying values and determining differences.
Describe the importance of dealing fairly with the client.

Two of the sources of dissatisfaction in personal and business interactions are unmet expectations and a misunderstanding or ignorance of the values held by the other party. The project manager needs to avoid having a dissatisfied client due to a clash of values or a failure to meet expectations.

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