Fast-Nop2854436dFirst understanding what the customer needs, which is not always what he is asking for. Then getting the constraints (time, budget, quality, additional requirements).
If the solution that the customer favours has any drawbacks, making that clear from the beginning (and keeping a paper trail).
Giving the customer feedback on the status so that he doesn't ask.
Where customer feedback is required, making clear whether customer delay will have impact on the project schedule.
If support requests cannot be fulfilled right away, at least giving an estimated completion time.
Lyniven442736d"Not my job"