Giving the client what they want

[Brown and Boris]

I try to be as flexible as I can but sometimes they push me to extremes. I ran 2 days of training this week ( four half day courses) based on a request from a larger client. Their new middle manager met me at the hotel the night before and basically insisted on removing certain skils based stuff so that the delegates could get on with doing her job for her in the second half of the training session using their 'newly acquired skills' . Despite my protests that they were not good enough to do this as they were only half trained she was insistent. I was faced with simply refusing and leaving 40 people without a trainer and running the risk it could affect future business, or doing what I did which was to comply with her request, make sure my reservations were expressed to her boss and follow it up with an email of the shortcomings induced by trying to use training time to do the actual job without ensuring we all knew what we were doing.

What would you have done? As a 'professional' didn't want to damage my reputation with the delegates and organisation but if the client wants that and is paying the bill who am I to say otheriosw if I spell out the issues and pitfalls?

Edited by Brown and Boris on Wednesday 12th November 11:34

[JustinP1]

Put a little note in writing whilst they are watching including your reservations and opinions.

Politely say that you will do as they ask however, you are getting on record that in your professional opinion you disagree and that you have been informed of this in case there are any repercussions. Then ask them to sign and date your note.

That will focus their mind as to how important you feel it is and maybe get them to reconsider. Even if it doesn't and it goes wrong, then they will know it was their professional risk not yours.

[andy_s]

Yup. CYA, everytime.

[Brown and Boris]

JustinP1 said:

Put a little note in writing whilst they are watching including your reservations and opinions.

Politely say that you will do as they ask however, you are getting on record that in your professional opinion you disagree and that you have been informed of this in case there are any repercussions. Then ask them to sign and date your note.

That will focus their mind as to how important you feel it is and maybe get them to reconsider. Even if it doesn't and it goes wrong, then they will know it was their professional risk not yours.

I did make the implications clear to her but i think her desire to hit the deadline to get the work complete and not do it herself were her drivers.

It was then quite difficult in the training room because the group were moaning about not getting the time to practice before being asked to do it for real and she said nothing about the fact she had decided this to get it down. When I spoke eith her about she , and I quote she said they'd bleedin' do hat they were told and she sort them out!

I didn't feel able to drop her in it to the group (senior managers) as that would be unprofessional of me gicven she booked me. I did head off one person who said she was making a formal complaint to her dept. and explained what had happended but think in future I will send the PPT through to agree so they know what they are getting and how long it will take. They don't normally do the Sunday night thing, they just let me get on and do it and handle my own timings and content. Of course the danger is the delgates all think I designed the content and will go back and bad mouth me to senior managers who in turn are those who ask for the training.