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Project Manager Mock Interview

Question 49 of 50 for our Project Manager Mock Interview

Project Manager was updated by on May 9th, 2023. Learn more here.

Question 49 of 50

What would you do if a client was unhappy with the project's end result?

"Throughout my career, the concept of the 'customer' has varied. In many cases, it has referred to the customer of the end product, while during other projects it has been the stakeholders with the most vested interest in the project's outcome.

Not long ago, I managed a project to implement new customer management software for the sales team so they would have more opportunities to cross-sell to existing customers. In this scenario, the Sales Director was the 'customer' who I aimed to satisfy. To do this, I continually checked in with him throughout the project, which paid off because early on we caught a problem: we were planning to roll out the new software during a busy selling period. After realizing this wasn't ideal, we worked together to pick another roll-out time.

In the end, the Sales Director was happy with the end result of the project, but only because we caught and fixed this error earlier on. If for some reason he hadn't been happy at the completion of the project, I would have met with him, listened, and put together an action plan to fix the issues. I always strive to leave the customer, whether they be external or a stakeholder, 100% satisfied and happy."

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How to Answer: What would you do if a client was unhappy with the project's end result?

Advice and answer examples written specifically for a Project Manager job interview.

  • 49. What would you do if a client was unhappy with the project's end result?

      Why the Interviewer Asks This Question

      Experienced project managers know there will be times when a customer isn't happy with certain aspects or outcomes of a project. Your interviewer asks this question to test your ability to respond professionally and provide excellent customer service in the face of conflict with a client, customer, or stakeholder.

      Written by Karrie Day on April 26th, 2023

      How to Answer

      Describe your process for handling a disappointed client. Demonstrate your willingness to empathetically listen to your client's concerns and collaborate on an acceptable path forward. Emphasize how important your client's happiness with the process and end product are to you. Finally, be sure to mention any steps you regularly take to minimize the likelihood of this scenario occurring through proactive measures such as maintaining open lines of communication throughout a project.

      Written by Karrie Day on April 26th, 2023

      Answer Example

      "Throughout my career, the concept of the 'customer' has varied. In many cases, it has referred to the customer of the end product, while during other projects it has been the stakeholders with the most vested interest in the project's outcome.

      Not long ago, I managed a project to implement new customer management software for the sales team so they would have more opportunities to cross-sell to existing customers. In this scenario, the Sales Director was the 'customer' who I aimed to satisfy. To do this, I continually checked in with him throughout the project, which paid off because early on we caught a problem: we were planning to roll out the new software during a busy selling period. After realizing this wasn't ideal, we worked together to pick another roll-out time.

      In the end, the Sales Director was happy with the end result of the project, but only because we caught and fixed this error earlier on. If for some reason he hadn't been happy at the completion of the project, I would have met with him, listened, and put together an action plan to fix the issues. I always strive to leave the customer, whether they be external or a stakeholder, 100% satisfied and happy."

      Written by Karrie Day on April 26th, 2023

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "Unfortunately, no project is ever 100% successful despite the best efforts of the project team(s). In my past project due to regulatory deadlines, we had to deliver the project in phases and due to this some functionality that certain stakeholders deemed essential was delayed. This required strong communication of the project plan detailing when these concerns would be mitigated. Additionally, I decided to hold a release review after each iteration so this stakeholder and others would have the opportunity to voice their opinion on what they liked from the process and what they didn't. It also allowed me to effectively communicate what the next release would include so as to better-set expectations."

      Amanda's Feedback

      Fantastic! You've shared a great example of how you respond when a stakeholder is unhappy and how you take action to set clear expectations in order to avoid surprising a client negatively.

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    About the Author

    Karrie Day

    I began my professional career as an IT Business Systems Analyst. I enjoyed the role, but I knew early on that I wanted to explore project management after moving through the analyst ranks. Fortunately, I had the opportunity to partner with several talented project managers while I was working to grow my own skill set. I learned a lot from them about how to approach strategic planning, communication, conflict resolution, and how to motivate various personality types to perform their best under pressure. I learned even more from their failures.

    It was clear that project management was as much an art as a science, and I eventually got my shot at taking everything I had observed over the years and blending it into my own style for steering projects and programs successfully. While project management was not my ultimate career goal, I greatly value my time managing projects. I have utilized the skills I worked to refine in project management in every position I have held since. For example, I use the communication, strategic thinking, and tactical planning skills I regularly leaned on as a project manager each time I work with one of my coaching clients.

    Whether working as a project manager is a career goal of yours, or you fell into it through circumstance, you’re in good company. Over 16 million professionals claim the title of project manager, and project management isn’t going anywhere. In fact, the number of project managers is expected to grow by 7% over the next 8 years according to the US Bureau of Labor and Statistics. According to the Project Management Institute, the global outlook is even more impressive boasting up to 33% growth through 2027. Regardless of the specific location, there will likely b a strong demand for project management skill sets in the years to come.

    As a coach and writer for MockQuestions, I want to help you successfully navigate your upcoming interview for a project manager position. While some project manager skills are specific to the industry, location, and types of projects involved, many skills and behavioral traits are universally applicable to project management roles. This article will help any project manager prepare for a successful interview, and I encourage you to check out all of our sets dedicated to project management listed below.

    Learn more about Karrie Day