High Performing Business – Project Initiation – Customer Delight
Michelle LaBrosse, CCPM, PMP, PMI-ACP, RYT
Creating delighted customers (of your project) happens BEFORE you start your project. In Cheetah’s Communicating Through Conflict class, students learn the largest source of conflict is differing expectations. Let’s say the goal of your project is to become Project Management Professional (PMP) certified. And you take a course to help you do just that. But instead of being able to take and pass the PMP exam, you only learn what to study. Then it’s up to you to go do the studying. While this may get you one step closer to passing the PMP exam, it does not take you all of the way there, like Cheetah’s Exam Prep for the PMP does. Yet this is what most people get when they register for a PMP exam prep course through a local Project Management Institute chapter, a college, or an exam prep company that offers exam preps for a number of certification exams. We know many of these disappointed folks as they then come to Cheetah for that customer delight experience (and to pass the PMP exam after four days of accelerated learning). Giving your customers what they need and want creates happy customers.
The first step to ensuring your customers are delighted with your project, you need to know who they are. What problems do they have that are solved by your project? For Cheetah’s students, the main challenge they have is time. Cheetah’s students tend to be the top performers in their field, in high demand everywhere in their lives. They do not have time to pursue studying for the PMP like it is a part time job as many people who self study find themselves doing. By making it possible for them to just spend four days in an intense immersion experience, they are able to start on Monday and be PMP certified by Friday. This type of offering creates delighted customers. It started with knowing the type of people qualified to be Cheetah students. We most certainly are not interested in catering to the person who actually enjoys making preparing for the PMP a part time job as these folks are not “cheetahs.”
When you are ready to delight the customers in your life by upgrading your career, download Cheetah’s Smart Start Guide for the PMP.