Surprises

“I hate surprises.” More than one client has told me that, and you’ve probably heard it too.

Most surprises, especially the bad ones like a blown deadline, take shape long before they become a reality. You may not prevent some surprises, but an early-warning system can help you predict them before you have a full-blown problem on your hands.

Consider these nine common causes of surprises that can put any client project on the ropes.

1. Unknown stakeholders may seem to come out of nowhere to influence a project’s direction, outcome, resources, or schedule. You can be sure these people are out there. Identify them early by asking all your client contacts to help you understand who the influencers in the organization are.
2. Unexpected resistance goes beyond the normal objections to change that most of us routinely encounter. As you might guess, unknown stakeholders are often the source of unexpected resistance.
3. External events can have a profound effect on any project. A client merger or acquisition, for example, can stop a project dead in its tracks. Keep an eye on how the external environment impacts your effort.
4. Poor chemistry on a team can sidetrack its best efforts and sink a project quickly. Interpersonal issues often don’t surface until it’s too late to reverse the damage.
5. Late delivery of anything usually wreaks havoc with the project schedule. Before you decide that the schedule doesn’t need to be changed because the team “will catch up,” be sure your plan is achievable.
6. Fuzzy project objectives result in a lack of a common understanding about what you will accomplish. Without agreement about where you and the client want to go, you won’t get there. No matter how much you’ve discussed scope and objectives with your client, keep it on the front burner throughout the project.
7. Lack of demonstrable progress can create a perception that the project is floundering, even if it isn’t. Project teams shouldn’t keep their accomplishments a secret. Plan to achieve regular milestones on a predefined schedule.
8. Executive turnover can cause a change in project direction, or may even result in a project being cancelled. Because so much of what happens in a client organization is beyond your view, you may not see this one coming. Keeping a candid and open line of communication with a range of client executives can help you read the tea leaves.
9. Project team emergencies occur with regularity, especially during large or lengthy projects. Be sure you have a Plan B ready in case a team emergency strikes.

It’s impossible to prevent all of the potential surprises you’ll face in your client work. But if you keep these nine causes in mind, you’re more likely to experience pleasant surprises, instead of the dreaded ones.