In project business, the deliverable is only half of what the customer takes away. The other half is the experience of working with you – and that half decides whether the next contract goes to you, to a competitor, or to no one at all.

Satisfied customers pay the invoice. Happy customers come back for more, and they bring their friends with them. This workshop looks at the gap between the two: why formally successful projects still fail to generate follow-up business, why customer expectations are rarely the ones written into the requirements, and how contractors can manage happiness as deliberately as they manage scope, cost, and schedule.

Vahe Avetisyan and Oliver F. Lehmann work through three proven models and show how each one applies to contract-based project work:
– The Net Promoter Score gives a simple, hard-nosed measure of whether a customer would actually recommend you – and, more usefully, a structured way to ask why not.
– The Kano model separates what customers take for granted from what genuinely delights them, and explains why yesterday’s excitement feature becomes today’s basic expectation.
– The Technology Acceptance Model addresses the moment of truth in so many projects: a technically flawless solution that users never adopt, because it was neither perceived as useful nor as easy to use.

Participants leave with a practical set of questions to take into their own customer relationships and a clearer view of where their next contract is likely to come from.