I’ve decided that I don’t like the term ‘customer service’ in relation to my profession. In my experience, customer service is where you end up when you’re frustrated and need help or you’re not sure what you want—that’s not my clients and it’s not me.
My clients are thoughtful, intelligent people who know what they want and why—that’s where I come in. As a project manager, I am not a servant, I’m a partner and my top priority is supporting my client partners. I listen and then I help them evolve their requests into SMART goals:
- Specific – What are we trying to achieve and why? Who will be responsible? What steps will we need to take and in what sequence?
- Measurable – What does success look like and how will we quantify it?
- Achievable – Is our goal feasible based on applicable constraints (ie – time, budget)?
- Relevant – How is the intended impact of our goal going to benefit our client’s business and does it warrant the effort necessary? If not, is there a more efficient way to achieve the same outcome?
- Time-Sensitive – What is a realistic timeline for project completion?