{"id":15960,"date":"2016-10-04T00:00:00","date_gmt":"2016-10-04T05:00:00","guid":{"rendered":"https:\/\/blog.planview.com\/psos-how-to-prevent-customers-uttering-the-scariest-statement-of-all\/"},"modified":"2016-10-04T00:00:00","modified_gmt":"2016-10-04T05:00:00","slug":"psos-how-to-prevent-customers-uttering-the-scariest-statement-of-all","status":"publish","type":"post","link":"https:\/\/blog.planview.com\/psos-how-to-prevent-customers-uttering-the-scariest-statement-of-all\/","title":{"rendered":"PSOs: How to prevent customers uttering the scariest statement of all"},"content":{"rendered":"

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As professional services organizations<\/a> (PSOs) know all-too-well, there are several worrisome statements that customers can utter, and quite a few alarming ones as well. However, there’s one announcement in particular that’s enough to send chills up and down the spine of even the hardiest, most battle-tested executive or project manager: “We don’t understand this invoice.<\/em>”<\/p>\n

\"PSOs-[We’ll pause for a moment as folks who just dove beneath their desk or raced screaming out of the room gather themselves, and return to their regularly scheduled blog reading.]<\/p>\n

What makes this statement so scary, is the same reason that the most terrifying horror movies aren’t filed with endless blood and gore, but instead have an eerily calm, yet petrifying undercurrent that we just know <\/em>is going to erupt into something very, very bad – which for PSOs, equates into the most heinous of all outcomes: losing the customer.<\/p>\n

Here’s why: customers who say “We don’t understand this invoice?” (or any variation) typically aren’t saying just one thing. Rather, they’re conveying a series of proclamations that may include any, some or all of:<\/p>\n