PSCC PRINCIPLES #4 Manage Expectations & Consequences

Effective communication, understanding leverage, and taking responsibility for financial issues are crucial in maintaining a successful client relationship and avoiding margin loss.

🔑 00:00 Use leverage and acceptance to communicate with the client and avoid escalation, and once a solution goes into production, the customer is responsible for testing and accepting it.

🔑 02:20 Ensure client understands only one migration into production after solution acceptance, caution against multiple migrations to avoid margin loss and failure leverage, stakeholders must grasp project failure consequences and wasted resources.

🔑 04:31 Understand and counter leverage in customer interactions, prepare for difficult conversations with empathy and leverage to earn trust.

🔍 07:28 Identify difficult conversation, discuss with project manager, determine importance and urgency before taking action, focus on answering questions instead of doing case study.

📊 09:00 Project team discusses finance responsibility, potential issues with leaving it to finance, and loss in margin due to internal complaints.

🔑 11:42 Address customer payment issues promptly to avoid leverage, prioritize overdue invoices, and take responsibility for fixing invoicing issues to ensure payment and avoid margin loss.

💡 14:17 Keep your experience logs current, but it's okay to apply them to past projects for level one, and remember that project teams should be involved in finances even if they feel separate from the P&L.

💡 15:32 Ensure client pays for value to prevent bullying, finance/professional services need to segregate duties, build strong relationship with CFO, focus on asking great questions for quality improvement.

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