Delivering bad news. It’s never easy and never fun – unless you happen to be one of those individuals who enjoys the shock value in such communication. I don’t. And I’m guessing most of my readers feel that way too – we are, after all, professionals. Maybe when we were kids and happened to have a chance to tell on one of our siblings…ok, that was fun sometimes…but…
Now consider this. You’re a professional leading large multi-million dollar projects for big corporations. Your job and your reputation depend on good news, successful projects, on time deliveries, and happy customers. Do you want to be the person sharing bad news with high priced clients? Well, yes. No matter how hard you want to try to avoid it…if the bad news is out there to be shared, you must do it. You can’t sugar coat it either. These people are more than your clients…they’re your partners in this engagement. It’s their money you’re managing and spending and you must tell them. But you must do it professionally. If it’s done right, you’ll have them in your corner supporting you for the rest of the project. But timing and honesty is everything, so do it and do it right. The only time I waited far too long to share bad information was at the direction of my PMO director and it was a very bad plan – the customer ended up losing confidence in our delivery organization and canceled the project after spending more than $1 million. Ouch.
In general, I’ve found it helpful to follow these four steps (three if the level of severity or financial/schedule risk is too low to involve senior management) when discovering and then sharing bad information with a client….
Continue reading “Delivering Bad News to the Project Client”