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Whether
it is due to personal characteristics, cultural differences or
corporate policies, the fact is that PMs can always acquire animal
features. In fact, a single localization company could be a complete
Noah’s Ark, with dissimulated snakes, scared chickens, greedy sharks,
spacious elephants, laborious ants or festive cicadas. To restrict the
length of this piece and because this is not an essay on zoology, let
us stick to the two animals that are the closest to human beings and
have become over time the most popular pets among us: cats and dogs.
Some
may think of cats as smart and superior beings, while others consider
them self-centered and unreliable. The same occurs with dogs: they may
look stupid and subservient to cat lovers, while for cynophiles they
are loyal, sociable and dependant. Project Managers also can have
either characteristic when performing their daily work. And while I am
not here to decide which one is the best approach to project
management, I am hoping to provide some helpful tips on how to balance
your feline and canine qualities to make sure the most important goal
is achieved: client satisfaction and retention.
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On the other hand, catlike project managers are those who would never
work overnight to deliver a project, will hardly use anything more
intimate than “Best Regards” in their email messages and know very well
how much it costs to deal with complex demands not included in the
previously agreed scope of work. Believe me, not only do they know the
price but they will charge you for it, one or way or another.
To
maintain the metaphor, doggy PMs are those who look relentlessly for
the hidden treasure the very client dug (but cannot remember where it
was), and could not be more pleased with the little bone that is
occasionally thrown to them. Dogs can show their teeth and bark at
other people, but hardly at their own owners. Yet, if your dog for some
reason growls and bites you in a moment of rage, it will soon turn to a
repented puppy with the tail between its legs licking you all over the
face in an attempt to regain your love and trust. In the case of PMs,
the barking, growling and eventual biting of the hand that feeds them
sometimes expose a veiled disappointment for lack of caring, the
painful feeling of being taken advantage of or the weariness of not
being properly rewarded. But it is often followed by deep regret, utter
shame and a desperate attempt to recover the life-long and undeniable
partnership.
No, seriously, when clients are being difficult should we
scratch their furniture or chase after their car?
Then
there are the cats who, although they tend to be seen as unpredictable
and unreliable, have their own way of announcing that an attack is on
its way. If you know that they are reserved animals that can jump out
of your lap without advance notice (and not without leaving a scratch
mark on your thighs), would you not be prepared for that? The same
applies to cat PMs: Once they make it clear that they have a strictly
business relationship and will not come running to the client whenever
he or she whistles, a tacit agreement has been established, and there
is little room for doubt. As a client, you may not be prepared to deal
with this behavior or might prefer a friendlier approach, but then you
should review the relationship or look for a more compatible
counterpart.
According
to the Project Management Institute (PMI), offering a client more than
he or she requests is not a good practice. PMs therefore should stick
to the approved scope of work and deliver exactly what was requested or
agreed upon between the parties. After all, this could at the very
least mean extra hours of work that will not be compensated. At the end
of the project, you could find yourself running out of budget,
exhausted with continuous late shifts or disappointed at not having
your effort properly recognized. Then you can bark as much as you want
because the situation will not change. You could even end up being
reprehended by your boss because your project is no longer profitable.
Unfortunately, using those sad eyes of an abandoned mongrel will not
reverse the situation.But are all clients the same? Do they always
expect you to follow the PMBoK, regardless of the circumstances of the
project and the relationship they expect to establish with you? If that
is the case and every company is only interested in employees who can
clearly define the boundaries of the relationship with the customer,
then feline Project Managers obviously offer an advantage. You will
never see a cat PM sweat from running all over the place to meet an
impossible deadline. Their elegance, self-esteem and aloofness prevent
them from doing those extra tasks at the last minute of their business
day. Yet beware of those claws as the mere request to “scratch your
back” with these professionals can mean a much more painful favor than
you could ever imagine.Yes, business relationships have a rather mixed
nature and sometimes going that extra mile does pay off. A favor today
can turn into a steady commitment tomorrow. Despite the risk of
slightly contradicting my zoomorphism theory, we must remember that
clients are humans, and so are PMs. Just like in a marriage, one has to
always care about their companion, otherwise the “ship” part of the
“relation” will sink. Sacrifice, flexibility, adjustment and compromise
are to be practiced and kept alive throughout the duration of the
relationship. Intolerance, inability to adapt and unwillingness to
negotiate will jeopardize or ultimately put an end to what could
otherwise be a lifelong association.
Cats
and dogs can live together in harmony. Likewise, Project Managers can
balance dog and cat qualities without changing their persona, denying
their cultural roots or violating corporate guidelines. The most
important thing is to understand what behavior your client prefers,
which conduct is expected by your superiors and get rid of the negative
aspects of each animal inside of you. Then you can consider yourself
“the best of breed.
Fabiano Cid
This
article was originally published at
http://www.ccaps.net/
All
rights reserved.
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