Question

The customer has asked to have a customer representative office set up in the same building as the project office. As a project manager, you put the customer’s office at the opposite end of the building from where you are, and on a different floor. The customer states that he wants his office next to yours. Should this be permitted, and, if so, under what conditions?

Answer 1

1. When the customer insists that he wants his office to be set up next to mine, I would first try and ascertain the reasons for this request.
2. If the need is because the project would require frequent inputs from/ interventions by/ discussions with, the customer, then it would be logical to have the customer's office shifted next to mine. This would help improve my productivity as well.
3. However, if the need is merely for the customer to supervise the project, my decision to shift his office next to mine would depend on whether I feel it necessary to do so and whether I am comfortable doing so. People like their freedom and space to work and are often not comfortable being 'watched' constantly.
4. Having said the above, I would try and understand the customer's concerns and try to allay them as best as possible. I would also try and have an an open and frank discussion with the customer about the pros & cons of shifting the office.
5. Some customers are control freaks while for some it is all about making sure that things are on track. For the latter, we could agree on reporting metrics and periodicity. These could be stringent at the beginning and once the customer is comfortable with the project progress, one could look at relaxing either the metrics or the periodicity of reporting or both. This would eliminate the need to shift the customer's office next to mine.
6. Cost considerations also need to be factored in shifting the office. If the customer is okay to bear the expenses to shift the office, then it may not be a major issue. However, if the customer expects me to bear it and my budgets don't permit me to do so, I may not accede to the request willingly.
7. In short, there is no yes/ no answer to this question because it all depends on the circumstances and the relationship shared between the customer and project manager and/ or the service provider company.
8. In a worst case scenario, if the customer is acting difficult/ stubborn about his request and refuses to see reason (we all have such customers at some point in our professional journeys), then I would have a dialogue with the management of my employer to work out a way. I could also get a senior official to speak to the customer. Whether we give in completely, partially or not at all, also depends on the importance of the customer to the business (commercially and otherwise), potential for future business from this customer, importance of the project to the business etc.
9. Handling customers is all about relationship management, people skills and effective communication. Most customers don't bother service providers as long as their work is getting done properly and their concerns are addressed logically, fairly and transparently. The best way out in the given situation is through empathetic dialogue.