Before you start a project, you should research your client's background, culture, goals, and preferences. This can help you understand their needs, expectations, and communication style. You can also use this information to tailor your proposal, contract, and deliverables to their specific requirements and standards. For example, you can use their preferred language, currency, and format for your documents and reports.
Researching the client and talking their lingo goes a long way in earning the trust and getting acceptance. The client also feels they are in the right hand once they know that you have done the homework
In my experience, being empathetic to customer’s needs and business is very important. In a global delivery model, the globally distributed team normally struggles to get this context. Communicating more with customers, having customer teams or customer facing teams visit the global team and/or creating virtual experiences of the customers core business would go a long way. This will do magic to the overall delivery experience for the customer.
One of the most important steps in any project is to define the scope clearly and accurately. This means specifying what you will deliver, when you will deliver it, how you will deliver it, and how much you will charge. You should also include any assumptions, limitations, dependencies, and risks that may affect the project. You should document the scope in a written agreement that both you and your client sign and approve.
Two way understanding of the scope is crucial for success and timely completion. This also helps avoid any misconceptions at a later date
Communication is key to building trust and rapport with your global clients. You should communicate regularly and consistently throughout the project, using the channels and methods that your client prefers. You should also update your client on the progress, status, and issues of the project, and seek their feedback and approval at key milestones. You should also be responsive, respectful, and professional in your communication, and avoid jargon, slang, and idioms that may cause confusion.
Sometimes, your client may request changes to the scope, schedule, or budget of the project. This is normal and inevitable in any project, but you need to manage them carefully and transparently. You should have a change management process that defines how you will handle and document any changes, and how you will communicate them to your client. You should also have a change control board that reviews and approves any changes, and a change order that outlines the impact and cost of the changes.
The ultimate goal of any project is to deliver quality results that meet or exceed your client's expectations. To achieve this, you need to follow the best practices and standards of your industry and your client's domain. You should also have a quality assurance process that ensures that your deliverables are error-free, functional, and compliant. You should also test your deliverables before you submit them to your client, and fix any issues or defects promptly.
The last step in any project is to solicit feedback from your client. This can help you evaluate your performance, identify your strengths and weaknesses, and improve your skills and processes. You should ask your client to fill out a survey or a questionnaire that measures their satisfaction, perception, and experience of the project. You should also thank your client for their business, and ask them for referrals or testimonials if they are happy with your work.