Describe a time when, as a TPM, you dealt with a difficult client or stakeholder.

Question

Anonymous · Accepted Answer

As a TPM, we collaborate with stakeholders from multiple teams and background.
One such instance where a stakeholder was difficult in nature was during a new
partner integration. Our current application, allows user lead to be reset
periodically so that the user can retake the journey in case they face any
challenges during their interaction with the application. However the same
functionality was unavailable at the Partner end. When the requirement was
presented to the partner, they were reluctant to build this on their end as
well. They wanted to evaluate this after the go live of the feature. However
since this is a crucial feature on our application, we had to convince them to
build it. To solve this, we chalked out the following plan.
1. Impact of the requirement: We explained the need of the feature to the
partner and how it impacts the customer experience.
2. implementation approach: We explained the scenarios where the feature will be
crucial.
3. Creation of SOP: We created an SOP that defined the scope and approach and
presented to the partner.

Post all the discussions and tech solution the partner agreed and the feature
was added in the scope of the program.

Anonymous · Answer

I listened carefully to their issues, empathized with their situation, then set
the right expectation, used transparency with what we could deliver and what was
not possible.

Anonymous · Answer

I listened carefully to their issues, empathized with their situation, then set
the right expectation, used transparency with what we could deliver and what was
not possible.

Describe a time when, as a TPM, you dealt with a difficult client or stakeholder.

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