What Client Wants ? is normal question which pops up to BD or Company Managment’s mind in many companies.
In IT domain we face in 40 to 60 percent client dissatisfaction in different ways. Irony of the situation is even though we have a capability of executing things which client wants from us, we fail to work the way he expect. If you think in macro level of this entire situation you will find the key thing is missing over here is “Clarity” in several part of project.
Client use to visualize your work before he agrees to work with you. Client likes few key thing in your portfolio and previous work. however very few company is asking client that what are the points they like in our previous work and what they done. Clarity is required from the beginning of the project starts from requirement gathering to SRS approval. Not only with cliet, the other challenge is to convey the same visulisetion from client to the developer and designer.
73% client will say after checking the first sample that ” Its not what I was looking for …!! ” This ratio looks too high due to lack of “CLARITY” while communicating with client and understanding the project.
There are several tools aveleble in the market to bring maximum clarity on both part. But we are not using it due to our hesitation of asking more questions to client and fear of loosing client before closing the project or deal. I train my team to ask client that ” When can we have Project Understanding talk for 20 to 30 mints for project scope discussion ? ” It will help client to rethink on his own terms of requirement and also help us to define what he is looking from our end. I find the ratio of client complain after first work update get decrease by 27 % at our organization. I also design Strategic Requirement gathering form to bring maximum clarity from client on his/her requirements.