Project Management Articles / Blogs / Perficient

Prime Your Team for Breakthrough Brainstorming

Brandon Luhring — Mon, 29 Dec 2025 13:23:32 +0000

Brainstorming sessions have a love-hate situation. Half the team is excited, the other half dreads it. The truth is, anyone can be creative, but it doesn’t happen by accident – it takes intentionality.

The key is preparation. If people show up cold, they’ll default to routine thinking or recycle old ideas. To break free, our brains need to loosen up first.

After years of leading innovative teams, I’ve learned what works. Here’s a simple game plan to help your team show up ready to think differently and generate fresh ideas together.

Your Job as the Facilitator

Your goal is to make sure the team is ready for what might feel like an unusual process. This isn’t a standard meeting. If your team walks into the same room, sits in the same chairs, sipping the same coffee, they’ll fall into routine and recycle old ideas.

Jumping in cold with, “Now, let’s be creative!” usually leads to either awkward silence or one person dominating the conversation. Neither sparks innovative ideas from the team at large.

Instead, help the team stretch beyond their daily rut. Give them a clear game plan so they arrive ready to think differently and generate ideas that excite everyone.

Week Before: Early Prep

Start the conversation early so people have time to adjust and prepare. Share the problem or opportunity you’ll tackle and why it matters. Encourage participants to jot down initial ideas ahead of time to prime their creative pump and avoid awkward silences for you. If you want, you can ask them to send a few ideas to you ahead of time.

Lay out expectations clearly:

Send the agenda so everyone knows what to expect.
Focus on idea generation, not debate. Quantity over quality with an “idea factory.”
Encourage wild thinking. Suspend reality for a moment, because one impossible idea can spark a feasible one.
Set aside ownership. Collaboration is key. Great ideas are evolved, changed, merged.
Share inspiration. Send the team an article, video, or data to start the train of thought.
Suggest habit shifts. Exercise, meditation, or quiet time can help reset the mind ahead of the session.

Consider a message like:

“Next week we’re going to think differently together. I’m not expecting perfect solutions, but instead want you to arrive with your mind loosened up and ready to play. Here’s how to prepare…”

Day Before: Prime the Mindset

Send a reminder the day before to reinforce excitement and set expectations. If you’ve received early ideas, acknowledge them with enthusiasm and let the team know this is meant to be fun.

Offer quick prep tips:

Revisit the “why” of this session. Remind them of the importance of participation.
Ask them to avoid distractions in the morning. No early morning emails!
Set the tone of the event as judgment-free, experimental, and collaborative. Similar to comedy improv: use “Yes, and…,” “What if…,” or “Could we…?”
Emphasize the evolution of ideas and how they grow and change. Building together is the goal.
Note that ideas start out rough, but you can polish them. Even the opposite of a good idea can spark another great idea.
Suggest breaking their personal routine. Try small disruptions: take a new route to work, wear something unusual, listen to a different music genre. Maybe walk up the stairs backwards.

Consider a message like:

“To prepare your mind for tomorrow, I’m challenging you to break from your norm tonight and tomorrow morning. Try at least two of these suggestions or invent one of your own. Let’s see who finds the weirdest personal disruption!”

Day Of: Set the Stage

First impressions matter. Start the session a little later than usual (we asked them to not hop into work before the session), we want them to arrive fresh. Have the space ready before they walk in.

Make the room feel different:

Atmosphere: Light background music. A slideshow or posters with creative quotes. Snacks and beverages.
Seating: Avoid typical conference room setups. Use casual seating or standing tables for comfort and encourage movement throughout the session.
Tools: Whiteboards, large pads of paper, notebooks, sticky notes, pencils, pens, markers, colored dot stickers for voting, and a screen or projector for references.

The goal here is to signal that this isn’t a typical meeting – it’s a space for creativity.

During the Session

Keep things casual while welcoming everyone as they arrive. Explain why the meeting space looks different and ask if anyone disrupted their morning routine. Be prepared to share your own example if no one chimes in. Keep it light and fun! Aim for laughs, no pressure. Icebreakers work OK, but I prefer a few optical illusions and brain teasers for warming people up.

You should have helpers ready to capture ideas, snap photos of boards, and tally votes. If you use breakout groups, assign a helper to each group.

As facilitator, reiterate the rules:

Restate the objective for today. Fresh ideas are needed.
No bad ideas. Reviews and debates come later.
No competition. Fighting over ownership limits creativity. (Your helpers should keep note of who’s passionate about ideas for follow-up.)
Wild ideas are welcome! Spin-off ideas are expected.
Quantity over quality. More ideas provide more chances for breakthroughs.
Free to move around. Standing, pacing, and changing seats keeps energy up.

Be ready to help if people get stuck:

Use lateral thinking such as random words, images, or “How would Einstein/Steve Jobs/SpongeBob solve this?”
Flip the problem by trying the opposite approach or by exaggerating to an illogical extreme.
Adding constraints can help creativity.
Use speed rounds. Tight limits often spark creativity. “How many unique ideas can you generate in 5 minutes?”
You should prepare at least one “crazy idea bomb” to break out of slumps if they happen.

Session End

Wrap up on a positive note. Thank everyone for their time and willingness to break out of their routines. Reference a funny idea or moment from the session, if one stood out, trying to end with laughs.

Invite quick reflections:

What excited or surprised you most today?
What helped loosen you up?
What would you want to do again next time?

End with an outline of next steps so the team knows this isn’t the end of the process. Share how ideas will be reviewed, refined, and moved forward.

After: Keep the Momentum

Send a quick follow-up thanking everyone for their time and creativity. Reinforce that this is just the beginning. More to come!

With help from your volunteers, capture all ideas in a shared document, tally votes, and define next steps:

Share the summary docs so everyone can reflect.
Gather feedback and invite additional thoughts.
Assess impact vs. effort for each idea.
Engage leadership and sponsors to get buy-in for promising ideas.
Consider budget and resources early.
Identify project champions. Not idea owners, but people who can move ideas forward and build teams.
Create teams around high-potential ideas. Make sure to include those who were passionate about them.
Plan follow-up sessions for refinement and move toward official project initiatives.

Conclusion

With a little preparation and clear expectations, you can take brainstorming sessions to the next level. You prime the pump for real creativity when your team understands the goal and the process. Pair these concepts with broader initiatives with North Star Goals.

So rally your team, break the routine, and spark some innovation!

……

If you are looking for a partner in brainstorming, reach out to your Perficient account manager or use our contact form to begin a conversation.

Explicit vs Implicit – Your Team Can’t Read Minds

Brandon Luhring — Tue, 25 Nov 2025 14:11:51 +0000

We’ve all been there. Parents rushing out the door yelling, “Time to go!” Everyone piles into the car only to realize one kid forgot their jacket and the other never combed their hair. Frustrating! But where you feel frustration lies opportunity. An opportunity to communicate better by being explicit with our desires instead of implicit.

The same thing happens at work. You’re in a meeting and the key stakeholder says, “We should really do this thing better.” Sounds like action, right? But it is not! “we should” is a slippery slope because no one owns it. It sounds like progress, but it’s really just wishful thinking.

Implicit Statements

People, and even entire cultures, communicate in different ways. Some people are extroverted, others introverted. Where some are playful, others are serious.

While it’s far from universal, most people I’ve worked with lean toward implicit communication, especially in verbal conversations. And this is a problem. Implicit statements create confusion in projects, relationships, and life – regardless of your natural tendencies.

Many assume that being explicit sounds bossy or demanding. In reality, explicit communication isn’t controlling, it’s clarifying!

Why Implicit Communication Fails

Consider a statement like: “We need to do better at communicating.” Sounds clear and to the point, right? But it’s not. It certainly is short, polite, feels collaborative, and suggests improvement. But let’s break it down:

“we” = Undefined responsibility. It sounds like teamwork, which is great in theory, but once the meeting ends, each person assumes “we” means someone else.
“need to” = Wishful thinking. Why do we need to? What happens if we don’t? What if it takes a year or two?
“do better” = Lack of expectation. People don’t share the same mental model. One person thinks 10% better, another imagines 10x better. And then there’s that one guy who thinks, “We’re fine. No changes needed.”
“at communicating” = Vague. Are we talking about meetings? What about in emails? Or maybe they mean documentation, or work item ticket comments. What exactly isn’t working well right now?

Implicit language feels soft and nice, but it leaves too much room for interpretation and disconnect.

Explicit Directions

I earned my Eagle Scout rank when I was 16 years old. Those lessons have stuck with me through the years, and now that I’m a parent I’m relearning them as my kids go through Scouting. Recently, I sat in on a First Aid merit badge class with my youngest son, and the difference between implicit and explicit communication was made abundantly clear.

Picture an accident scene. A take-charge bystander shouts, “Someone call 911!” This sounds urgent, but it’s dangerously vague. Who is “someone”? Each second after an accident is critical, where uncertainty can cost lives. What if a dozen people nearby end up calling 911 at once? This is not good.

Instead, emergency preparedness training teaches us to be specific: “Sam, call 911!” Or, if you don’t know their name, point to them, make eye contact, even touch their shoulder and say, “You need to call 911!” Explicit directions save time, prevent confusion, and get results.

Why Explicit Communication Succeeds

Explicit communication gets things done. If tasks aren’t clearly assigned, nothing happens. That’s why project managers use RACI charts. These spell out who’s responsible and accountable, as well as who should be consulted and informed.

Being explicit creates a shared vision, prevents rework, and shortens timelines. When you leave details up to interpretation, someone will spend days perfecting something you didn’t want. We’ve all been there: you follow vague direction, deliver what you think is perfect, and then redo everything because expectations weren’t aligned.

Clear expectations reduce frustration. When two parties are upset, it’s almost always because something was left unsaid earlier. Even the smallest misunderstanding can spiral into an emotional mess.

6 Practical Communication Tips

Replace Vague Language – Be specific and targeted. Instead of, “We should update the deck.” Say, “Tara, update the deck with our new capabilities slides by end of day Thursday.”
Assign Ownership – Make it clear who is responsible. Example: “Alex, we need you to take lead on this.”
Include Timeframes – Set expectation or urgency. Instead of, “We need to have this ASAP.” Try, “Jane, at the very latest we need a final draft by noon on Tuesday. Sooner is better.”
Provide Context – Explain the “why” for relevance. Example: “Bill, the new component has to be built and tested by end of month so that it can be in production ahead of the new regulations taking affect.”
Confirm Understanding – Restate the desire and align. Instead of, “Abbey tells us that she’ll need 40 hours for this.” Rephrase it for confirmation like, “Abbey, you said you need 40 hours for this, so I think that means you need a week, right?”
Reiterate Assignments & Next Steps – End communications with a concise action plan. Example: “Next steps will be Todd getting legal approval by end of week, and then Sarah getting VP signatures by next Wednesday.”

Conclusion

Be clear. Be concise. Be explicit.

People aren’t mind readers! Drop the belief that being direct is a negative personality trait. It’s not bossy, it’s simply good communication.

Even if you’re emailing someone who “gets it,” think about what happens if that email is forwarded to someone else. Will the next person understand what you mean? Explicit communication isn’t just for now, it’s for anyone who might read it or hear it later.

Your Homework: Reach out today to that friend that always says, “We should do lunch sometime,” but you never do. This time, be explicit:

“Hey, do you have time for lunch in the next couple weeks?”

Bonus Points: Be intentional with it. Schedule your priorities.

“Would you be opposed to me putting a recurring monthly lunch on your calendar?”

……

If you are looking for a partner who can be explicit and get things done, reach out to your Perficient account manager or use our contact form to begin a conversation.

AI-Driven Data Lineage for Financial Services Firms: A Practical Roadmap for CDOs

Carl Aridas — Mon, 06 Oct 2025 11:17:05 +0000

Introduction

Imagine just as you’re sipping your Monday morning coffee and looking forward to a hopefully quiet week in the office, your Outlook dings and you see that your bank’s primary federal regulator is demanding the full input – regulatory report lineage for dozens of numbers on both sides of the balance sheet and the income statement for your latest financial report filed with the regulator. The full first day letter responses are due next Monday, and as your headache starts you remember that the spreadsheet owner is on leave; the ETL developer is debugging a separate pipeline; and your overworked and understaffed reporting team has three different ad hoc diagrams that neither match nor reconcile.

If you can relate to that scenario, or your back starts to tighten in empathy, you’re not alone. Artificial Intelligence (“AI”) driven data lineage for banks is no longer a nice-to-have. We at Perficient working with our clients in banking, insurance, credit unions, and asset managers find that it’s the practical answer to audit pressure, model risk (remember Lehman Brothers and Bear Stearns), and the brittle manual processes that create blind spots. This blog post explains what AI-driven lineage actually delivers, why it matters for banks today, and a phased roadmap Chief Data Officers (“CDOs”) can use to get from pilot to production.

Why AI-driven data lineage for banks matters today

Regulatory pressure and real-world consequences

Regulators and supervisors emphasize demonstrable lineage, timely reconciliation, and governance evidence. In practice, financial services firms must show not just who touched data, but what data enrichment and/or transformations happened, why decisions used specific fields, and how controls were applied—especially under BCBS 239 guidance and evolving supervisory expectations.

In addition, as a former Risk Manager, the author knows that he would have wanted and has spoken to a plethora of financial services executives who want to know that the decisions they’re making on liquidity funding, investments, recording P&L, and hedging trades are based on the correct numbers. This is especially challenging at global firms that operate in in a transaction heavy environment with constantly changing political, interest rate, foreign exchange and credit risk environment.

Operational risks that keep CDOs up at night

Manual lineage—spreadsheets, tribal knowledge, and siloed code—creates slow audits, delayed incident response, and fragile model governance. AI-driven lineage automates discovery and keeps lineage living and queryable, turning reactive fire drills into documented, repeatable processes that will greatly shorten the time QA tickets are closed and reduce compensation costs for misdirected funds. It also provides a scalable foundation for governed data practices without sacrificing traceability.

What AI-driven lineage and controls actually do (written by and for non-tech staff)

At its core, AI-driven data lineage combines automated scanning of code, SQL, ETL jobs, APIs, and metadata with semantic analysis that links technical fields to business concepts. Instead of a static map, executives using AI-driven data lineage get a living graph that shows data provenance at the field level: where a value originated, which transformations touched it, and which reports, models, or downstream services consume it.

AI adds value by surfacing hidden links. Natural language processing reads table descriptions, SQL comments, and even README files (yes they do still exist out there) to suggest business-term mappings that close the business-IT gap. That semantic layer is what turns a technical lineage graph into audit-ready evidence that regulators or auditors can understand.

How AI fixes the pain points keeping CDOs up at night

Faster audits: As a consultant at Perficient, I have seen AI-driven lineage that after implementation allowed executives to answer traceability questions in hours rather than weeks. Automated evidence packages—exportable lineage views and transformation logs—provide auditors with a reproducible trail.
Root-cause and incident response: When a report or model spikes, impact analysis highlights which datasets and pipelines are involved, highlighting responsibility and accountability, speeding remediation and alleviating downstream impact.
Model safety and feature provenance: Lineage that includes training datasets and feature transformations enables validation of model inputs, reproducibility of training data, and enforcement of data controls—supporting explainability and governance requirements. That allows your P&L to be more R&S. (a slogan used by a client that used R&S P&L to mean rock solid profit and loss.)

Tooling, architecture, and vendor considerations

When evaluating vendors, demand field-level lineage, semantic parsing (NLP across SQL, code, and docs), auditable diagram exports, and policy enforcement hooks that integrate with data protection tools. Deployment choices matter in regulated banking environments; hybrid architectures that keep sensitive metadata on-prem while leveraging cloud analytics often strike a pragmatic balance.

A practical, phased roadmap for CDOs

Phase 0 — Align leadership and define success: Engage CRO, COO, and Head of Model Risk. Define 3–5 KPIs (e.g., lineage coverage, evidence time, mean time to root cause) and what “good” will look like. This is often done during a evidence gathering phase by Perficient with clients who are just starting their Artificial Intelligence journey.
Phase 1 — Inventory and quick wins: Target a high-risk area such as regulatory reporting, a few production models, or a critical data domain. Validate inventory manually to establish baseline credibility.
Phase 2 — Pilot AI lineage and controls: Run automated discovery, measure accuracy and false positives, and quantify time savings. Expect iterations as the model improves with curated mappings.
Phase 1 and 2 are usually done by Perficient with clients as a Proof-of-Concept phase to show that the key feeds into and out of existing technology platforms can be done.
Phase 3 — Operationalize and scale: Integrate lineage into release workflows, assign lineage stewards, set SLAs, and connect with ticketing and monitoring systems to embed lineage into day-to-day operations.
Phase 4 — Measure, refine, expand: Track KPIs, adjust models and rules, and broaden scope to additional reports, pipelines, and models as confidence grows.

Risks, human oversight, and governance guardrails

AI reduces toil but does not remove accountability. Executives, auditors and regulators either do or should require deterministic evidence and human-reviewed lineage. Treat AI outputs as recommendations subject to curator approval. This will avoid what many financial services executives are dealing with what is now known as AI Hallucinations.

Guardrails include the establishment of exception processing workflows for disputed outputs and toll gates to ensure security and privacy are baked into design—DSPM, masking, and appropriate IAM controls should be integral, not afterthoughts.

Conclusion and next steps

AI data lineage for banks is a pragmatic control that directly addresses regulatory expectations, speeds audits, and reduces model and reporting risk. Start small, prove value with a focused pilot, and embed lineage into standard data stewardship processes. If you’re a CDO looking to move quickly with minimal risk, contact Perficient to run a tailored assessment and pilot design that maps directly to your audit and governance priorities. We’ll help translate proof into firm-wide control and confidence.

Managing Projects in Sitecore Stream: From Brainstorm to Delivery

Mahima Patel — Mon, 11 Aug 2025 17:17:41 +0000

In earlier blogs – Why AI-Led Experiences Are the Future — And How Sitecore Stream Delivers Them and Creating a Brand Kit in Stream: Why It Matters and How It helps Organizations, I tried to explore what Sitecore Stream is, how it powers AI-led content management, and how features like Brand Kit and Assist streamline your creative process. Those were all about content creation and brand consistency.

But here’s the next big leap:

Imagine this: You’re enhancing your website, launching a new campaign, or rolling out a promotional activity — and you can plan, manage, and execute it all without ever leaving Sitecore portal. No switching between tools. No messy integrations. No lost time.

With AI seamlessly integrated into project creation and management, Sitecore Stream becomes more than just a workspace — it becomes your smart workspace. From automatically generating project outlines, suggesting tasks, and assigning responsibilities, to tracking progress and flagging risks, AI acts as your proactive co-pilot every step of the way.

Here’s what that means for you:

One Unified Platform – Content, creative assets, AI planning, project tracking — all in one place.
Smarter, Faster Execution – AI recommendations help you plan and launch in record time.
Team Alignment Without the Chaos – Everyone works in the same environment, with instant visibility into priorities and progress.
Eliminate Context Switching – Stay focused by keeping everything connected inside Sitecore Stream.

From the very first spark of an idea, through collaboration, task assignment, progress tracking, and final delivery, Sitecore Stream is the complete command center for your digital initiatives.

Whether it’s a small content update or a large-scale global campaign, you get everything you need — and AI ensures you’re always moving faster, smarter, and more efficiently.

Why settle for just project management, when you can have intelligent project management, fully integrated into your digital experience platform?

Why Manage Projects in Sitecore Stream?

Traditional workflows often mean hopping between:

A PM tool for scheduling and tasks
A content platform for asset creation
A chat app for collaboration

With Sitecore Stream, you get:

A centralized workspace to create and manage projects
Built-in AI to help suggest deliverables and tasks
Direct Sitecore product actions (e.g., linking straight into XM Cloud or Personalize or CDP)
Multiple visual views (List, Kanban, Timeline, Funnel) for different working styles
Integrated file storage for creative assets and documents

Let’s walk through the steps to create and manage your first project in Sitecore Stream.

Creating Your First Project — Step-by-Step

1. Check Permissions

To create projects, you need:

Admin app role in Stream, or
Org Admin / Owner in Sitecore Cloud Portal

If you don’t have these permissions, request them from your Sitecore Cloud admin.

2. Create the Project

Navigate to Projects → Create project
Fill in:
- Project name
- Start and End dates (the UI will calculate total days)
- Brand Kit – link directly to your approved assets
- Labels – for easy filtering
- Thumbnail – for quick visual recognition
Click Save to open your Project Details page

Tip: If you have a Brand Kit, always link it when creating a campaign — it keeps every deliverable aligned with approved brand standards.

3. Add Team Members

Admins can invite members directly or approve/reject access requests.
Keep project access restricted to relevant stakeholders to reduce noise and maintain focus.
Click on +(Plus) icon on top right corner to add new team member

Add Deliverables – Turning Ideas into Action:

Deliverables are the big-ticket outputs your project needs – the stepping stones between concept and execution.

Manual Creation

From the Project Details -> List tab:

Click Add deliverable
Enter:
- Name
- Due date
- Funnel stage (Top, Middle, Bottom)
- Funnel tactic (predefined or custom)
- Labels (optional)
Save

AI-Powered Creation

As Sitecore stream is AI packed, its helps you in every step from brainstorming to executions, Use Suggest deliverables with AI:

Stream analyzes your project name and description
Add a prompt for more context for creating deliverable. Ex: In below screenshot, I have given context to create deliverable to add campaign and stream has generated deliverables.
AI proposes deliverables across funnel stages
– Pick, refine, or regenerate until it fits your plan

Breaking It Down Further: Tasks

Tasks are the day-to-day actions needed to complete each deliverable.

Manual Task Creation

Under a deliverable in the List tab:

Click Add task
Give it a name and save
Open the task pane to set:
- Labels
- Status (Not started / In progress / Done)
- Start & end dates (Stream shows remaining days)
- Assignee
- Priority (High / Medium / Low)
- Description
- Attachments (DOCX, PDF, PNG, JPG)
- Dependencies
- Actions (predefined calls into Sitecore products)

AI-Powered Task Suggestions

Click Suggest tasks with AI under a deliverable
AI proposes tasks — you can save, edit, or remove as needed

Linking Sitecore Actions

You can add Sitecore actions to a task — e.g., a button to create an specific item in XM Cloud. This bridges planning and doing in one click. You can add action for sitecore products like Personalize, CDP, XMcloud, once you choose resource, you can select action to be performed in the products.

Working Your Way: Multiple Views

Different teams prefer different ways of visualizing work. Sitecore Stream gives you five interactive views:

1. List View (Default)

Hierarchical view of deliverables and tasks
Best for editing, filtering, and using AI suggestions

2. Kanban View

Drag task cards between statuses
Perfect for daily standups and quick progress tracking
Expand/collapse deliverables for focus

3. Timeline View (Gantt-Style)

Visualize start/end dates, durations, and dependencies
Drag-and-drop to adjust schedules
Switch between Day/Week/Month/Quarter for planning at different levels

4. Funnel View

Organize deliverables into Top, Middle, Bottom stages
See funnel coverage at a glance
Drag between stages to reassign

5. Attachments View

Centralized file repository for your project
Search, preview, filter, and download creative assets

The Value of Stream’s Orchestration

Sitecore Stream doesn’t just bolt project management onto a content tool — it blends them into a single marketing execution hub. The benefits are tangible:

No context switching between PM tools and content platforms
AI assistance for faster planning
Visual views for different work styles
Integrated Sitecore actions to reduce clicks and friction
Built-in asset management for projects

When your campaign planning, creative production, and execution all live in one system, your team can move faster and with more confidence that nothing is falling through the cracks.

Sitecore Stream moves marketing orchestration into the same ecosystem as content and product tools. You’ll gain a unified space for ideation, execution, and optimization — keeping strategy, tasks, and assets aligned from start to finish.

That combination cuts down context switches, lesser dependencies, AI help for ideation, speeds campaigns, and makes funnel coverage and task ownership visible at a glance. If you already use Sitecore products, the integrated actions are particularly time-saving.

Human Biases – How Smart Teams Can Still Make Dumb Decisions

Brandon Luhring — Thu, 29 May 2025 11:50:36 +0000

Even highly capable teams with solid plans can fall into the same ol’ traps. It’s not really our fault, human biases are hardwired into all of us. Awareness helps, but under pressure and tight deadlines, it’s tough to recognize these mental pitfalls in the moment.

Seven Common Human Bias Problem Areas

Optimism Bias – Wanting the best-case scenario but failing to plan for realistic outcomes.
Confirmation Bias – Seeking and remembering information that supports your original belief.
Anchoring Bias – Overly focusing on one piece of information (often first impressions) while ignoring others.
Sunk Cost Fallacy – Continuing investment because of past effort or money spent, even when it no longer makes sense.
Dunning-Kruger Effect – Overestimating your skills if you’re not an expert, or underestimating them if you are.
Groupthink – Aligning with the group to avoid conflict and seem agreeable.
Authority Bias – Going along with leadership’s opinion simply because of their position. This is also known as the HiPPO effect (Highest Paid Person’s Opinion).

The Result of Human Bias in Action

The seven biases listed above are just a few examples, but there are many more where our brains use shortcuts based on beliefs and past experiences instead of facts. In the rush to move fast, seem knowledgeable, and avoid problems, we often introduce new risks.

This might mean killing promising ideas too soon (confirmation bias), underestimating challenges (optimism), or spinning our wheels because we focus too much on sunk costs. Sometimes, the desire for consensus leads teams to follow the crowd or get swayed by less experienced voices.

I’ve been fascinated by human bias for years. Even knowing about these traps, I still catch myself falling into them. Just recently, I had to discuss optimism and sunk costs with my teams and clients.

How to Mitigate Human Bias in Projects

The biggest mistake is believing you are immune to bias. Our brains are wired to take these mental shortcuts to manage daily cognitive load. While it may seem futile to fight against it, the best choice is to build processes that protect us from our own instincts.

These safeguards fit well in Q2 of the Eisenhower Quadrants of Productivity because it is important but not urgent. Though we don’t often see it, Project Managers should include bias mitigation in their risk registers.

Here are other ways to reduce bias in your projects:

Psychological Safety – Encourage open debate and let team members play devil’s advocate without fear…avoiding psychological barriers.
Foster Diversity – Beyond nationality, race, and gender, include diversity in thinking styles, experiences, and expertise. Wild card team members can provide fresh perspectives.
Track and Learn – Track and compare project estimates to actual outcomes. Use this data to identify patterns and improve over time.
Rely on Process – Be intentional about setting up structured processes. Emerging AI tools can also help spot bias creeping into decisions.

Conclusion

Human biases hide in plain sight…even in teams that believe they’re being open-minded and careful. The best approach is to acknowledge this reality and commit to continuously challenging our own habits and instincts.

Perfection will never be achieved…we’re only human. But with awareness and intentional processes, we can get as close as possible. Bias is inevitable, but it can be managed and designed around.

……

If you are looking to aim for excellence despite ourselves, reach out to your Perficient account manager or use our contact form to begin a conversation.

How Agile Helps You Improve Your Agility

Raju Kommuri — Mon, 12 May 2025 10:35:57 +0000

The objective of this topic is to explore how the Agile methodology enhances an individual’s agility. This blog highlights how Agile fosters adaptability, responsiveness, and continuous improvement by understanding and implementing Agile principles, practices, and frameworks.

The goal is to demonstrate how adopting Agile practices enables teams and individuals to:

Effectively manage change
Increase collaboration
Streamline decision-making
Improve overall performance and flexibility in dynamic environments

This study showcases the transformative power of Agile in driving greater efficiency and faster response times in both project management and personal development.

Let’s Get Started

In both professional and personal development, asking structured “WH” questions helps in gaining clarity and understanding. Let’s apply that approach to explore the connection between Agile and agility.

What is Agile?

Agile is a mindset and a way of thinking, based on its core principles and manifesto. It emphasizes:

Flexibility
Collaboration
Customer feedback
Over-rigid planning and control.

Initially popularized in project management and software development, Agile supports iterative progress and continuous value delivery.

What is Agility?

Agility in individuals refers to the ability to adapt and respond to change effectively and efficiently. It means adjusting quickly to:

Market conditions
Customer needs
Emerging technologies

Agility involves:

Flexible processes
Quick decision-making
Embracing change and innovation

Key Principles of Agile

Iterative Process – Work delivered in small, manageable cycles
Collaboration – Strong communication across teams
Flexibility & Adaptability – Open to change
Customer Feedback – Frequent input from stakeholders
Continuous Improvement – Learn and evolve continuously

Why Agile?

Every project brings daily challenges: scope changes, last-minute deliveries, unexpected blockers. Agile helps in mitigating these through:

Faster Delivery – Short iterations mean quicker output and release cycles
Improved Quality – Continuous testing, feedback, and refinements
Customer-Centric Approach – Ongoing engagement ensures relevance
Greater Flexibility – Agile teams quickly adapt to shifting priorities

When & Where to Apply Agile?

The answer is simple — Now and Everywhere.
Agile isn’t limited to a specific moment or industry. Whenever you experience challenges in:

Project delivery
Communication gaps
Changing requirements

You can incorporate the Agile principles. Agile is valuable in both reactive and proactive problem-solving.

How to Implement Agile?

Applying Agile principles can be a game-changer for both individuals and teams. Here are practical steps that have shown proven results:

Divide and do—Break down large features into smaller, manageable tasks. Each task should result in a complete, functional piece of work.
Deliver Incrementally – Ensure that you deliver a working product or feature by the end of each iteration.
Foster Communication – Encourage frequent collaboration within the team. Regular interactions build trust and increase transparency.
Embrace Change – Be open to changing requirements. Agile values responsiveness to feedback, enabling better decision-making.
Engage with Customers – Establish feedback loops with stakeholders to stay aligned with customer needs.

Agile Beyond Software

While Agile originated in software development, its principles can be applied across a range of industries:

Marketing – Running campaigns with short feedback cycles
Human Resources – Managing performance and recruitment adaptively
Operations – Streamlining processes and boosting team responsiveness

Agile is more than a methodology; it’s a culture of continuous improvement that extends across all areas of work and life.

Conclusion

Adopting Agile is not just about following a process but embracing a mindset. When effectively implemented, Agile can significantly elevate an individual’s and team’s ability to:

Respond to change
Improve performance
Enhance collaboration

Whether in software, marketing, HR, or personal development, Agile has the power to transform how we work and grow.

Responding to Client Feedback

Brandon Luhring — Tue, 29 Apr 2025 01:49:26 +0000

Building on my last post about Delighting the Customer, let’s dive into how to respond to client feedback. A strong feedback loop is mission critical. To keep your client relationships at their best, you need to know what they are thinking.

Soliciting Formal Feedback

You need to be intentional about requesting feedback regularly and systematically.

At Perficient, we use a system called “Client Insights” to gather feedback throughout the project lifecycle. During onboarding, the project manager sets up automated feedback requests for key client contacts on a set cadence. Our goal is to get actionable feedback regularly from multiple people.

For my projects, I aim for quarterly requests and rotate contacts to avoid overwhelming anyone. The frequency and recipients depend on the project size and client’s team structure.

Insights from Informal Feedback

While our Client Insights system handles formal feedback, we don’t rely on automation alone.

Poor communication is one of the five obtrusive blockers to being a great servant leader. Informal feedback offers a different angle, because some clients skip automated requests or hold back negative comments to avoid conflict.

You can ask them for feedback informally anytime, whether that be one-on-one calls, emails, or chats. Some clients may open up more in private. Remember to also document and share informal feedback.

Receiving Positive Feedback

Positive feedback feels great, but don’t get complacent. Always take action. Share the kudos with your team. Everyone plays a part, so make sure they know they’re appreciated.

Then, don’t be obvious, but probe for constructive input anyway. Try something like, “That’s great to hear! I’m glad things are going well. But I aim for continual improvement, so are you sure there’s nothing small we could do better?”

Receiving Negative Feedback

Whether formal or informal, receive negative feedback graciously. Thank the client for sharing their perspective and assure them you’ll use it to strengthen the team. Give them confidence you’ll handle their input appropriately. Clients don’t want their feedback to cause strain on their relationships with the team. Offer to keep it anonymous and tailor how you share it with your team to avoid hurt feelings.

Leaders need the full details, but others only need actionable feedback. Instead of saying, “Bill thinks you don’t know what you’re doing,” try, “The client feels we might be spinning our wheels. What can we do to get back on track?” This softens the impact and aims for collaboration. As your teammate shares their perspective it allows you to say something like, “That sounds smart. Let’s aim to catch this sooner next time.”

Leadership’s Role in Feedback

We know client feedback is mission critical. Leaders should make sure formal feedback processes are in place, easy to use, and gather information that’s actionable. They should regularly review the feedback documentation and reports, watching trends over time.

Leaders can set goals for business units, smaller teams, and individuals. If a serious problem pops up, they might need to make tough calls like swapping out resources or even letting go of poor performers. Tough conversations can’t be avoided.

Lastly, leadership should share aggregated feedback data so everyone understands the types of feedback coming in. At Perficient, this happens in regular town hall meetings by each business unit. It gives everyone a baseline on how we’re doing, helps spot trends, and lets individuals compare their own experiences against the average.

A Personal Example

About a year ago, I helped onboard a new client. They were excited for a change from their previous agency but came with some built-in frustrations about their website’s platform and solution.

At the three-month mark, our Client Insights program received the first formal input. I knew there was some tension, but I was surprised when they gave us a one-star rating. Their comments were clear: they felt our team was slow, our hourly estimates were higher than they expected, and sometimes it seemed like we didn’t remember what they told us. Ouch! That’s not typical for us, and it was tough to hear.

The leadership team and I used some of the methods I mentioned earlier. We decomposed requests into smaller pieces and took a crawl, walk, run approach with bigger requests. With the client’s approval, we agreed to exclude QA and deploy hours from ticket estimates since that seemed to inflate sizing. Most importantly, we asked the client to help by making sure tickets had all the info, including screenshots, and our team made sure to ask for missing details immediately.

After that first negative review, the next feedback jumped to three stars! Most recently, we’re at four stars, with the client saying Perficient is becoming the partner they wanted. That is great to see! But we still have that last star to earn…and we will.

Conclusion

Client feedback is key to building strong relationships. Doing it right helps avoid surprises and solves problems early. It helps you understand what matters most to the client and each person on their team. With that, you build trust by following through and always aiming to improve.

Getting a perfect review feels awesome. A bad one? Not so much. But it can be satisfying to help your team bounce back and turn things around. Sometimes, though, ratings drop and things just don’t click. That’s a clear sign something needs to change. And sometimes, the required change might just be you.

When that happens, ask for help. Get advice from leadership, take some training, and work on improving yourself to better serve your clients. Start by assuming the problem is yours, then build from there.

……

If you are looking for a partner who craves client feedback and continual improvement, reach out to your Perficient account manager or use our contact form to begin a conversation.

⚡ PERFATHON 2025 – Hackathon at Perficient 👩‍💻

G. Raveena Nair — Tue, 15 Apr 2025 20:30:48 +0000

April 10–11, 2025, marked an exciting milestone for Perficient India as we hosted our hackathon – Perfathon 2025. Held at our Bangalore office, this thrilling, high-energy event ran non-stop from 12 PM on April 10 to 4 PM on April 11, bringing together 6 enthusiastic teams, creative minds, and some truly impactful ideas.

Setting the Stage

The excitement wasn’t just limited to the two days — the buzz began a week in advance, with teasers and prep that got everyone curious and pumped. The organizing team went all out to set the vibe right from the moment we stepped in — from vibrant decoration and music to cool Perfathon hoodies and high spirits all around.

Our General Manager, Sumantra Nandi, kicked off the event with inspiring words and warm introductions to the teams, setting the tone for what would be a fierce, friendly, and collaborative code fest.

Meet the Gladiators

Six teams, each with 3–5 members, jumped into this coding battleground:

Bro Code
Code Red
Ctrl Alt Defeat
Code Wizards
The Tech Titans
Black Pearl

Each team was given the freedom to either pick a curated list of internal problem statements or come up with their own. Some of the challenge themes included: Internal Idea & Innovation Hub, Skills & Project Matchmaker , Ready to Integrate AI Package etc. The open-ended format allowed teams to think outside the box, pick what resonated with them, and own the solution-building process.

Let the Hacking Begin!

Using a chit system, teams were randomly assigned dedicated spaces to work from, and the presentation order was decided — adding an element of surprise and fun!

Day 1 saw intense brainstorming, constant collaboration, design sprints, and non-stop coding. Teams powered through challenges, pivoted when needed, and showcased problem-solving spirit.

Evaluation with Impact

Everyone presented their solutions to our esteemed judges, who evaluated them across several crucial dimensions: tech stack used, task distribution among team members, solution complexity, optimization and relevance, future scope and real-world impact, scalability and deployment plans, UI designs, AI component etc.

The judging wasn’t just about scoring — it was about constructive insights. Judges offered thought-provoking feedback and suggestions, pushing teams to reflect more deeply on their solutions and discover new layers of improvement. A heartfelt thank you to each judge for their valuable time and perspectives.

This marked the official beginning of the code battle — from here on, it was about execution, collaboration, and pushing through to build something meaningful.

Time to Shine (Day 2)

As Day 2 commenced, the teams picked up right where they left off — crushing it with creativity and clean code. The GitHub repository was set up by the organizing team, allowing all code commits and pushes to be tracked live right from the start of the event. The Final Showdown kicked off around 4 PM on April 11, with the spotlight on each team to demo their working prototypes.

A team representative collected chits to decide the final presentation order. In the audience this time were not just internal leaders, but also a special client guest , Sravan Vashista, (IT CX Director and IT Country GM, Keysight Technologies) and our GM Sumantra Nandi, adding more weight to the final judgment.

Each team presented with full energy, integrated judge and audience feedback, and answered queries with clarity and confidence. The tension was real, and the performances were exceptional.

And the Winners Are…

Before the grand prize distribution, our guest speaker, Sravan Vashista delivered an insightful and encouraging address. He applauded the energy in the room, appreciated the quality of solutions, and emphasized the importance of owning challenges and solving from within. The prize distribution was a celebration in itself — beaming faces, loud cheers, proud smiles, and a sense of fulfillment that only comes from doing something truly impactful.

After two action-packed days of code, creativity, and collaboration , it was finally time to crown our champions.

Code Red emerged victorious as the Perfathon 2025 Champions, thanks to their standout performance, technical depth, clear problem-solving approach, and powerful teamwork.

Code Wizards claimed the First Runners-Up spot with their solution and thoughtful execution.

Black Pearl took home the Second Runners-Up title, impressing everyone with their strong team synergy.

Each team received trophies and appreciation, but more importantly, they took home the experience of being real solution creators.

Thank You, Team Perfathon!

A massive shoutout to our organizers, volunteers, and judges who made Perfathon a reality. Huge thanks to our leadership and HR team for their continuous support and encouragement, and to every participant who made the event what it was — memorable, meaningful, and magical.

We’re already looking forward to Perfathon 2026. Until then, let’s keep the hacker spirit alive and continue being the solution-makers our organization needs.

Tips for building top performer teams

Alejandro Granados — Tue, 01 Apr 2025 19:19:11 +0000

There’s no doubt that every Director or Manager wants a high-performance team that delivers the best results and allows them to focus on building new business opportunities.

Come on, let’s face it! If we were comparing a work team with a sports team, who wouldn’t want to have a Barcelona Soccer Club, the Dodgers baseball team, or the Philadelphia Eagles in American football?

It’s easy to think and say, right? But where does the secret for building high-performance teams lives?

Martin Zwilling, founder and CEO of Founder & CEO at Startup Professionals, Inc., recommends the following list of actions for both entrepreneurs and senior executives to achieve the highest performance from team members (Zwilling, 2020):

Clearly and iteratively communicate team goals and objectives:

Don’t rely on those who understand the message quickly; at least repeat it five times in different forums to ensure it was heard and understood.

Define and document role content and standards for performance:

Don’t assume that team members already know what the expected standards of excellence are.

Give team members the right to make decisions in their role.

Remember that micromanagement is not an effective way to achieve top performance. Instead, you can practice process coaching and let the team make their own decisions and improve step by step.

Relay regular informal observations on progress and results.

Take the time to provide informal feedback weekly or even daily. This will help address gaps gradually and increase the team members’ psychological safety.

Give team members the training, tools, and data to do the job.

As a Scrum Master working in an agile framework, you are a servant leader. Team members cannot be top performers without necessary resources. Leaders should anticipate these requirements, listen carefully to feedback from team members, and provide resources on a timely basis.

Diligently provide follow-up and support on assistance requests.

As a leader you should recognize and support your team in situations that go beyond their domain.

Reward positive results.

Recognition is important for leveraging the team members confidence and the team’s health.

Related to this topic, the Center for Human Capital Innovation provides also some examples and key factors for high-performance teams:

1992 US men’s Olympic basketball team, known as the “Dream Team” tell us that “the essence of a high-performance team isn’t found in the individual capabilities of its members but in their ability to adapt, learn, and evolve into a synergistic unit. This transformation was marked by a shift in the team’s approach to playing together, emphasizing mutual understanding, trust, and a unified strategy” (Center for Human Capital Innovation, 2024).

Taking in consideration the last paragraph, high-performance teams relays on:

Shared Vision and Direction by aligning team members to a common objective.
Quality of Interaction: ensure trust, open communication and desire to embrace conflict happens.
Sense of Renewal: high performer teams should feel empowered to take risk and innovate.

On the other hand, Expert Panel a former Forbes Councils Member provide these tips for optimizing the team’s level and avoid burnt out as well:

Set boundaries and priorities between work and personal life.
Encourage your team to succeed by discussing the goals so everyone is on the same page with priorities, timelines and deadlines.
Identify tasks to be automated so everyone can have more time for learning, improve their performance and also have more time.
Be transparent by sharing the business case, listen to the team’s feedback and ensure everyone feels valuable on what their role provides to the business.

I hope these tips will help you to get your desired top performer team. Be patient but most importantly, work on it!

Bibliography:

Zwilling, M. (2020, 16 julio). 7 key steps to getting top performance from your team. https://www.linkedin.com/pulse/7-key-steps-getting-top-performance-from-your-team-martin-zwilling/
Innovation, C. F. H. C. (2024, 8 abril). Managing High-Performance Teams: Strategies for Success. https://www.linkedin.com/pulse/managing-high-performance-teams-strategies-wcl8e/
Panel, E. (2023, 2 junio). Council Post: 20 tips to Optimize your Team’s Performance level Without burnout. Forbes. https://www.forbes.com/councils/forbeshumanresourcescouncil/2023/06/02/20-tips-to-optimize-your-teams-performance-level-without-burnout/

Creating a Launch Checklist

Brighid Hanrahan-Balon — Tue, 01 Apr 2025 14:53:35 +0000

Are you a PM or BA who has been assigned a project or platform that is new to your company? If so, you may find that there’s a learning curve for everything that needs to be executed, especially when it comes to the launch. Not all platforms are the same; they can require different steps to go live. Below is a list of steps I take when creating a launch checklist.

Meet with Your Team

Start by meeting with your team and stakeholders to create a list of action items needed for the launch. Ask each individual what they need to complete, when they need to finish it, and how long it will take. Don’t just focus on activities for the day of the launch; also inquire about tasks that need to be completed in the days, weeks, and even months leading up to it. Remember, there may also be post-launch activities to consider.

List in Order

After compiling your action items, group them into time frames. I like to break them down into categories: one month before launch, two weeks before launch, the day before launch, the day of launch, and post-launch. Work with your team to identify any dependencies between tasks. Some team members may not be able to complete their tasks until others are finished, while some tasks can be done in parallel.

Creating the Checklist

Once you have your list of activities, you’re ready to create a checklist to distribute to your team. Consider including the following fields:

Name of the task
Start Date
End Date
Duration
Person Assigned to the Task

Distribute and Notify

After completing your checklist, share it with everyone on your team. It may be helpful to store it in a shared drive where all team members can access and update it. Depending on the activities required, you might also need to contact third parties or vendors to handle certain tasks on their end.

Update Often

As you work through the tasks, ensure that team members are updating the checklist regularly. If you’re focusing on action items to be completed before the launch, it’s a good idea to check in with the team during scrums or status meetings to confirm they are on track to complete everything on time.

Do you have any other tips or ideas on how to approach launch checklists? Feel free to leave a comment!

Daily Scrum: An Agile Essential

Jhansi Rani Murugesan — Fri, 28 Mar 2025 10:13:45 +0000

Mastering the Daily Scrum: A Guide to Effective Agile Meetings

In the fast-paced world of Agile, the Daily Scrum is a critical touchpoint that empowers teams to stay aligned, adapt to changes, and collaborate effectively. Despite its simplicity, this daily meeting often faces challenges that hinder its true potential. In this blog, we’ll explore what the Daily Scrum is, common pitfalls, and practical tips to enhance its effectiveness.

Understanding the Daily Scrum

The Daily Scrum is a short, time-boxed meeting where the development team synchronizes progress and plans the day ahead. It’s a core component of Scrum methodology, designed not as a status update but as a collaborative inspection and adaptation opportunity.

Unlike traditional meetings, the Daily Scrum is not meant for problem-solving or detailed discussions; instead, it focuses on:

Inspecting progress toward the Sprint Goal
Adapting the Sprint Backlog
Identifying potential roadblocks

Key Roles in a Daily Scrum

While the development team leads the conversation, other key stakeholders also play a role:

Development Team: Owns the responsibility of conducting the Daily Scrum.
Product Owner: May participate to provide insights into product backlog items.
Scrum Master: Ensures the meeting’s integrity, fosters discipline, and facilitates effective discussions.
Stakeholders/Observers: Can attend as silent listeners, ensuring the team remains focused.

Benefits of a Well-Executed Daily Scrum

When done right, the Daily Scrum offers numerous benefits:

Enhanced Team Cohesion: Fosters a sense of shared responsibility and accountability.
Quick Issue Identification: Helps identify impediments early.
Reduced Meetings: Minimizes the need for other status updates.
Faster Decision-Making: Enables swift, informed decisions.
Continuous Improvement: Promotes transparency and iterative learning.

Challenges and How to Overcome Them

Despite its advantages, teams often face challenges during the Daily Scrum. Here are some common issues and tips to address them:

Teams often face challenges during the Daily Scrum. Below are some common issues and actionable solutions:
- Unpreparedness and Irrelevant Discussions: Stick to the purpose of the meeting.
- Selection of Questions: Establish clear ground rules.
- Visualizing the Work: Leverage Scrum boards for transparency.
- Skipping or Cancelling: Fix the location and time to maintain consistency.
- Late Joiners and Poor Attendance: Promote attentiveness and punctuality.
- Distinguishing Blockers from Impediments: Use the ‘parking lot’ approach for unrelated issues.
- Micromanaging: Encourage creativity and innovation.
- Lack of Psychological Safety: Recommend video calls for remote teams to foster open communication.

The Quickest Meeting of Scrum

When Daily scrum comes into regular practice, team will feel it facile in sharing the project updates. The duration of this event is always maintained to be 15 minutes and this remains unaffected by any factors such as team size, Sprint duration, phases of the sprint and so on.

Daily Scrum vs. Standup: Understanding the Difference

While often used interchangeably, Daily Scrum and standup meetings differ in purpose and structure. A standup may serve as a general team sync, whereas the Daily Scrum is a focused, goal-oriented Agile practice within the Scrum framework.

Final Thoughts

A successful Daily Scrum isn’t just about following the process—it’s about fostering collaboration, adaptability, and continuous improvement. By embracing the principles of transparency and inspection, teams can unlock their true potential and drive project success.

Remember, the key to an effective Daily Scrum is commitment from the team. Keep it concise, keep it focused, and most importantly, keep it valuable.

Happy Scrumming!

Delighting the Client

Brandon Luhring — Thu, 27 Mar 2025 04:39:56 +0000

In the last decade, “delighting the customer” has been quite popular in digital marketing. Clients have focused on user experience both online and offline. A delighted customer becomes loyal with brand affinity and drives long-term growth through positive word-of-mouth.

At Perficient, we manage two levels of delight: our clients and their customers. By delighting their customers, we also delight our clients.

In this article, I’ll share best practices for delighting clients and how to foster client feedback when they are not delighted.

Intentional Empathy

Treat others as you would want to be treated – intentionally. Listen to understand, then repeat back what you heard for validation. This approach helps you support the client’s goals rather than imposing your will. Your reactions to their comments speak volumes, so aim to be seen as a true partner.

Optimistic Realism

While we want to maintain a positive outlook, it’s important not to be overly optimistic. Clients seek reassurance that their partner is capable and ready to help. However, we must remain realistic. Overpromising can lead to dissatisfaction, so start with positivity then address potential challenges and how to mitigate them. North Star Goals fit nicely within this mindset.

Transparent Caution

You win grace with clients through transparency, but it’s important not to alarm them. You want to be open and honest at all times, but there is no need to overwhelm them with your fears and opinions. Overdoing it can create doubt, so be mindful of how you share feelings versus facts.

Six Delightful Wins

Here are some practical tips I use to delight clients:

Start with a quick response. Don’t wait a week to reply. A basic question asked too late is embarrassing. You don’t want the client to feel unimportant.
Send updates sooner than later. Hope is not a strategy. If things might go off track, warn the client right away. It’s better to overcommunicate and adjust later if they prefer less.
Look for an initial fix, then a permanent solution. Clients appreciate speedy fixes. Identify the true pain point and see if there’s an immediate solution. You can always follow up with a more permanent fix later.
Assume you are wrong. I like to say, “Assume the problem is yours, then prove otherwise.” This shows ownership and prevents defensiveness, which can waste the client’s time.
Celebrate. All work and no play makes Jack a dull boy. People love to be celebrated and recognized. Spread positivity within the team and to the client to give everyone a reason to smile.
Apologize. Apologies are free! If you miss something or handle a situation poorly, own up to it. Most clients will appreciate your humility and good intentions.

When the Client is Not Delighted

We don’t live in a perfect world, and it’s impossible to please everyone all the time. We’re fallible humans, and so we’ll continually struggle to meet these standards despite having the principles in place. It’s the pursuit of greatness that counts.

Sometimes, a client may simply be hard to please, or plans may fall apart. You might be overwhelmed with other work, or the team may not be the right fit for the task. Life happens, and there are many valid reasons for an unhappy client, despite your best efforts.

In these situations, it’s crucial to have a solid client feedback loop. This allows clients to voice their concerns safely, without fear of hurt feelings or repercussions. While you may have reasons for falling short, avoid becoming defensive. Instead, embrace the criticism and turn it into something constructive. Treat it as a lesson learned, adjust accordingly, and strive for continuous improvement.

……

If you are looking to be delighted by your digital agency, reach out to your Perficient account manager or use our contact form to begin a conversation.