Always Do What the Customer Wants?

We say that delivering a successful Project includes providing what the Customer wants. But what if we see something better for them? Should we:

• Do what they ask and keep quiet?
• Recommend something that is different and better but don't push too hard?
• Suggest and remind and show and deliver a better result even if the Customer is resistant?

Most of us are likely to do one of the first two. Most of us are afraid that the third option will lead to the end of the Project (for us, at least), ongoing conflicts with the Customer, or at least a bad reputation. Which is better?

Better is an issue of perspective and belief

If we believe it's better to get along and go along, we'll do that.

If we believe it's better to suggest and recommend (and then to think "we told them of a better way", if the Customer turns down our idea), we'll do that.

If we believe that the Customer matters AND that our responsibility to the Customer is to deliver a superior Project even if it isn't what the Customer expects, we'll do that.

Which is riskier? It depends on your perspective of Risk. And your belief.