The document discusses managing a client's expectations for a chocolate world project. It outlines gathering facts through research and customer interviews to understand the client's true motivations. It also emphasizes conducting analysis based on evidence, constant communication with the client, and finding innovative compromises that meet customer needs while being pragmatic. The overall goal is to balance the client's dreams with feasibility by learning through practice and using persuasive skills to manage resistance.

1. Managing Client’s Expectation Project WORLD OF CHOCOLATE™ forFRANCESCATMGroup 6HKUST BUSINESS SCHOOL2009 NOV 30th

2. Understand client’s motivation (real purpose)Finding more pragmatic alternatives1/51. Overly ambitious client

3. Backed by facts and evidences Down-to-earth researchIntensive customers interviews2/52. Fact-based Analysis

4. 3/53.Communication Putting expectation on paperKeeping client informed through constant communication

5. A comprise between unrealistic dream and pragmatic solutionIncorporate innovative designs and solutionsPerfectly meet customer’s expectation4/54.Innovation makes different

6. Learn through practiceManaging resistancePersuasive skills5/5Summary