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Connecting the Team to the Client

For the project team to achieve maximum performance, every member should feel  he or she is working directly for the client. This connects the employee to the firm’s mission, which is to serve clients, not the project manager. Studies in a variety of industries indicate that team performance improves when team members feel a direct connection to the customer. Since the PM typically possesses most of the client information, he or she assumes responsibility for creating at least a vicarious connection through open and frequent communication. Some keys for making this happen:

u Help the team understand both the project and the client. Project team members should have a sense of what the client is like on a personal basis. What motivates her, what constitutes a win for her, what are her biases, what are her hot buttons, what kind of personality does she have? This puts a face on the client, which makes a huge difference in drawing out the service orientation of the team.

u Provide the context for all individual assignments. Teams perform more effectively when everyone can see the big picture and how their individual efforts contribute to the whole. Understanding the context of their respective responsibilities enables team members to add value to their work. Given limited instructions, the worker can only do what he or she was directed to do. But with a broader perspective of the project, client, and other team member roles, that same worker is better equipped to find ways to improve performance.

u Keep team members informed of progress, changes, and client feedback. As important as providing clear direction at the start of the project or individual assignment is keeping the team up-to-date throughout the duration. This conveys the reality that a project involves a dynamic relationship with the client that is subject to change as new situations or information develop. You should fully engage the team in responding to these changes. Any feedback from the client  regarding our performance should also be promptly passed on to the team.

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