Exceeding Client Expectations

We all appreciate good feedback from our client and rightly so! However, if you find yourself exceeding the client expectations which are translated into metrics, and on a regular basis, then it is something worth a relook.

You may be doing one or multiple of the following:

1. Additional effort without compensation is often the case, especially in cases where the processes are split between different teams. Each team puts in the required effort to achieve their part of the process and the sum of efforts is always greater than the parts. It is always good to avoid splitting a process in more than two parts especially if the resources need to access multiple technology layers.

2. Scope creep and additional requirements have been absorbed by the resources because of their experience can also help you exceed the business metrics on a regular basis. It is also possible that the resources have absorbed the extra work and putting in the extra effort to achieve the results.

3. Easy metric and not aligned with the true business issue will also help the resources exceed the metric on a regular basis. It is imperative that all metrics should be aligned with business needs and co-related with the results to ensure they truly reflect the business requirements. If they do not, it is time for revising the metrics. Anyways it is always a good practice to revise this list on a yearly basis