Podcast Ep 9 | Communicating with Clients & Teams around Projects

Host: Wim Kerkhoff
Guest: James Davis

SUMMARY\

Improving project management communication in IT services.

• Communication with clients and teams is crucial for project success, as it can lead to losing clients and projects due to poor communication.
• Davis emphasizes importance of understanding client needs, rather than making assumptions.

Project management for various sizes and types of projects.

• Kerkhoff and Davis discuss adapting to varying project types, sizes, and budgets in software development.
• James Davis suggests breaking down projects into small, medium, and large sizes to manage expectations and communication.

Project management for small to medium-sized projects.

• Wim Kerkhoff and James Davis discuss the importance of end-to-end integration in project proposals, including the need to show the client what to expect in terms of communication and touchpoints.
• They emphasize the importance of reducing unnecessary touchpoints and using methods that are appropriate for the size of the project, such as relying on the project manager for initial introductions and only calling if there are issues.
• James Davis and Wim Kerkhoff discuss the importance of effective communication with clients to manage project expectations and dependencies.
• Kerkhoff highlights the need to communicate project delays or dependencies to clients, rather than assuming they will understand or be aware of them.

Communication and project management in IT services.

• James Davis emphasizes the importance of clear communication and delineation of responsibilities within a team to avoid burnout and ensure effective project management.
• Wim Kerkhoff agrees, noting that having multiple people in a team can help mitigate the risk of a single point of contact leaving the business.
• Building better relationships with clients through ongoing communication and project delivery (James Davis)
• Neglecting client perspective during projects can lead to questioning professionalism and value of MSP engagement (James Davis)

Streamlining IT project management processes.

• James Davis highlights the importance of effective communication during the migration process, particularly with end users.
• He shares a strategy of using broadcast emails to keep end users informed about the migration progress and any necessary actions they need to take.
• James Davis suggests using templates for standard communication during project management, such as introduction, kickoff, and close calls, to save time and ensure consistency.
• Wim Kerkhoff agrees and adds that using pre-built templates can also reduce follow-up calls and improve the overall experience for clients.

Client sign-off and project management for MSPs.

• James Davis emphasizes the importance of repeatability in the project management process, especially when several people on the client side are involved and on larger projects.
• Wim Kerkhoff agrees and stresses the need for clear expectations and a consistent rhythm of communication to manage larger projects efficiently.
• James Davis emphasizes the importance of obtaining client feedback after a project is completed, as it provides valuable insights and helps build the client relationship.
• Wim Kerkhoff agrees and stresses the need to manage client expectations and perceptions, regardless of the billing structure used.

Agile Methodology and Project Management.

• Wim Kerkhoff and James Davis discuss the importance of regular meetings (weekly or monthly) to review progress, prioritize tasks, and keep projects on track.
• They agree that planning long-term without considering short-term roadblocks and next actions can lead to project stagnation and a lack of ownership.

Improving client experience in IT services.

• Wim Kerkhoff and James Davis, Sea Level Operations (APAC), discuss the importance of prioritizing the client experience in managed service providers (MSPs), emphasizing the need to define processes and communicate effectively to build trust and loyalty.
• They also highlight the importance of turning client experiences into repeatable processes to maintain consistency and efficiency in delivery, and to avoid defaulting to normal behaviors.

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