iLab Workshop V – How to Manage Client Expectation
Reputation is everything in the consulting industry. Managing expectations is the single most important aspect to maintain a healthy and rewarding relationship with the clients. Consistently having positive relationships with clients leads to a calmer workday and a higher level of productivity. Where does client expectation come from? What are client expectations? What does the good client expectation management bring to you? How to identify client expectation?
On April 28th, 2015, Mr. Tang Zhenkai, the managing director of CMT practice, Accenture China, addressed an extraordinary lecture at school of management, Fudan University. In this 2-hour lecture, Mr. Tang introduced a holistic view of expectation management, expectation collection model, three ways to identify expectations, and advices from his career experience.
Since all the students from IMBA program that will graduate in 2016 are being involved in the mid-term of different iLAB projects, many of them are facing with skepticism or even complaints from clients. Like a much-needed rain, Mr. Tang’s lecture that full of profound, original and impressive insights, has helped students to be equipped by basic concepts to cope with different situations. Even after the lecture, Mr. Tang was crowded by students for further discussion.
Written by 2014 IMBA Guo Jing
