Bang Ngo (Tommy) & MS Dynamics ERP

Since ERP porject has been kick off for Implementation phase, consultant is facing with a lot of response from users/client. When got a response, himself also give a response back to users/client, different response gives different result. Admittedly, it's really hard to bring a right response to client if they place an emotionally request, complain and sometime make noise with regard to application functionalities, solution advising, consulting service etc... However, by professional way which is required for ERP consulting & service field, consultant/implementer should keep calm to makes a response rationally to the customer. The diagram below as my say "From heart to heart" shows us the normal response which we're usually face during ERP Project Implementation

From diagram:
1. For both sides with same awareness to address the challenge by compromise and decide to run project from the begining until the end...
2. Rational response is started with "A heart" even that is "rational". A consultant should by heart and show positive response to the project & customer. With understanding about the system & solution to starting lead workshops, communication skill to deal with situations... However bringing the system to client it also makes change to them. In mind the client normal doesn't like the change, naturally they resist changes at the beging, but with collaboration & sharing from consultant, the client starting to explore new matters including system functionalities, slowly will belive in...
3. During project implementation, consultans sometime will fall down with client emotion however with demonstration continuous progress & incremental successes from client side that will pool consultant rational response up...
4. After a long while with effort & exploring, once believed both sides commit to try the best to achieve same target. Finally at end of the phase deloyment (normally at the real data migration session) both sides have the same rhythm prior to go-live
5. Other hand, inside ech person yourself always having both rational & emotional response, which could be revealed first is depend on situation. so much emotional is not good however, strictly rational is not good as well. The thing here is how to balance both to resolve issues, make deal with client some how such as "say no by yes"... Consultant has to lead the workshop therefore must keep calm & show self-confidence to let the people belive in and follow, that makes the most efficient for all the tasks in whole project implementing.
I've just placed here some opinions by what have being with ERP Project Implementation... My welcome for all contributions from you.
Cheer!
HCMC 31 Jul 2011
Tommy Bang Ngo