Step 2 Of Quotation Process: Educate
Often the client has no prior experience with outsourcing a project to a technical communicator, or he or she is misinformed as to how the process works. Also, the client may think they know what they want, but may not be aware of how the project can be realistically accomplished.
With a new client (internal or external), it behooves the tech. comm. provider (estimator) to scope out the role of the client, and to be aware of how the client is positioning themselves. For example: Does the client know exactly what they want? Have they done their homework? Is their goal realistic? Do they have previous experience with outsourcing a project?
Depending upon how these questions are answered, there can often be a “red flag” warning that the client’s expectations and/or goals are drifting in the wrong direction. Therefore, it is important that the tech. comm. provider be vigilant, and always assume the role of expert.
The back-and-forth discussions with the client often demand a micro-training approach with the client in order to keep the project “on the reality track”, and avoid potential cost overruns, or other problems caused by a project launch that is launched in the wrong direction.