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Sometimes, a project manager must deal with a disgruntled client. They may be unhappy with one thing or many things, but if their feelings are strong enough to make a complaint then that complaint needs to be properly and fairly dealt with.

Unfortunately for project managers, complaints are not a rarity in the world of project management. It can seem very unfair to get criticism on a project when in the majority of cases a lot of hard work has gone into getting it successfully delivered. However

To keep key stakeholders onside and supportive of a project then all communication with them needs to be in a language and format designed to continue to engage them.

To do this you will need to identify the “consequences” of the project to them

In sales, you are taught to identify the Features, Functions and Benefits of a product to a customer, then to go sell them the Benefits.    For Project Managers, this process needs to go one step further.  

Beyond the Benefits, what are the “Consequences