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New GBA Best Practices Focuses on Expectations Management

from GBA

Expectations management is the subject of GBA's newest GBA Best Practices monograph. It points out that a truly realistic budget or schedule range that accounts for the potential for the unexpected gives geoprofessionals the ability to delight, or at least satisfy, client representatives. All too many geoprofessional project managers take an unfortunate alternative route, however: Possibly because they fear that a realistic fee estimate could cause a prospective-client representative to look elsewhere, the new monograph states, they'll "say '$12,000 to $15,000' knowing that the client representative hears '$12,000,' when — in fact — the $15,000 figure is far more likely, and — even then — only if everything works out well. And the same applies to '12 to 15 weeks'….How much better it would be to let a client representative know that such a commission will cost as much as $20,000 to fulfill, and/or that it will take as many as 20 weeks…and then deliver in 18 weeks and/or for $18,000: 'What a great firm: They delivered ahead of schedule and under budget!'" As is stated in the final sentence, "If you haven't yet applied effective expectations management, try it: You may delight yourself just as much as you delight your client representatives!" more


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