When you google “Project management”, you find a gazillion how-to articles explaining the principles of effective work organization and communication. I wanted to share my personal experience and tell you what the job actually is.
Imagine you’re on a boat (I prefer a Viking longship, but you pick one you like). So, you are on a boat, and you have a crew. What do you expect them to be except for people who dutifully do their part, like rowing, steering, navigating? I want the crew to be open with me. My safety and comfort depend on those people as theirs depend on me. Thus, I want them to be honest. Nature is unpredictable enough, so I would like to avoid storms on board.
When you lead a project, you also try to keep trouble away, especially trouble that may arise internally and can be avoided. So whether you are on a boat or on a project, you should follow the principle of being transparent.
Transparency in team
In my experience, a team greatly benefits from you being transparent with them and providing context for what they are doing.
From the bird’s-eye view, transparency fosters two-way communication, leverages honest feedback about performance and work processes, and helps to build a healthier work culture where everybody feels valued and engaged.
If you are transparent with the team throughout a project, it helps to keep people motivated and boosts collaboration. When everyone understands the project goals and accepts their importance, it’s easier to move forward and keep a steady pace.
At its core, transparency helps to build a sense of shared responsibility and ensure accountability. I wonder where you get if your navigator mislays the route or if your rowers refuse to row.
Transparency in customer relationships
I always treat customers as equals. We share the same boat, and if we have a hole in a hull, they should know. Customers are a part of my crew as I am of theirs, and we can reach the destination only by working together.
Maintain two-way communication. Everyone loves being listened to and heard. Be sure to take customers’ feedback into account when you plan your next steps. The idea behind this is to show customers that you value them by resolving their issues.
Stick to your promises. Imagine that your favorite band performs in your city, and you ask a friend to buy tickets for the concert. In several days, you receive an email that the concert has sold-out. When you check on the tickets, you find out that your friend forgot about the concert. Are you disappointed? You do not want your customers to feel this way. So stick to your promises, and avoid giving your word for something you are not sure about.
Be responsive. I always try to answer my customers’ questions as explicitly as I can, and I strongly advise you do the same. Lack of information puts people on edge and builds distrust. Also, don’t try to hide bad news. Sooner or later it will be known, and the fact you concealed it will put you in a bad light. Remember, you all share one boat, so everyone will feel the weight of any consequences.
Own your mistakes. To err is human, and when you do, acknowledge it. Mistakes are not failures. They bring new experiences, so treat them as a source to learn. It’s okay to make mistakes. It’s no good to make the same mistake twice though. Customers will appreciate your growth. They will also see that they can rely on you to correct slips and oversights.
Be accurate. This mostly concerns billing. If you want to avoid customer dissatisfaction, make your invoices clear and disclose the details about the services your team delivers.
Bottom line
Transparency is a long-term effort, but it’s worth every bit.
Stay tuned and stay safe.
Yours truly,
CX Friend