It is important for any project manager to understand the type of client they are working with and how to manage their expectations.

1. Tera Simon
@tcaldsimon
Managing Scope
Creep and Client
Expectations

3. PEOPLE ARE THE REASON WHY PROJECTS GO
WRONG

4. What skills are
essential for
managing
client
expectations?
+ Adaptability
+ Collaboration
+ Communication
+ Listening
+ Relationship building
+ Honesty
+ Transparency

6. NO ONE TEACHES A CLIENT HOW TO
BE A CLIENT.

7. Identify what
type of client
you have.
+ The Curious
+ The Oblivious
+ The Know-It-All
+ The Cheapskate
+ The Dreamer
+ The Helper
+ The Sprinter
+ The Underling

8. PAY ATTENTION TO THE CALM
BEFORE THE STORM

9. "So I creep, yeah, just creepin' on,
On the down low, 'cept nobody is
supposed to know."
- TLC

10. Know when problems creep into your project

11. SCOPE CREEP
● Interference from
client
● Incomplete scope
● Poor change control
● Miss Communication

12. EFFORT CREEP
● Doing more work
without added scope
● Overly optimistic
estimates
● Lack of skills

13. HOPE CREEP
● Team falsely reports
they are on track
● Hardest creep to
identify
● Hides until the last
moment

14. FEATURE CREEP
● Also known as
Gold-plating
● Over-delivery on the
scope
● Adding unnecessary
features

15. JUST SWIPE LEFT

16. DOCUMENT. DOCUMENT. DOCUMENT.

17. CONTINUOUSLY CLARIFY YOUR
GOALS

18. CREATE MORE VISIBILITY

19. PAY ATTENTION
TO...
SWOOP
AND POOP

20. “The single biggest problem in
communication is the illusion that it
has taken place.”
- George Bernard Shaw

21. I’VE WAFFLED BEFORE, I’LL WAFFLE
AGAIN.

22. QUESTIONS?