Intuit PM Behavioral: Managing and Resetting Customer Expectations

For a product manager role at Intuit: describe how you have handled customer expectations in your past work. Use one specific situation, and explain what the customer expected and why, what you did about it, and how it turned out. ```hint Show the gap, then the need Choose an example where what the customer expected and what you could deliver truly differed, and spend most of your time on how you found the need behind the request and what you then committed to. ``` ### Clarifying Questions - Can the "customer" be an internal team that relied on your product, or should it be an external user or paying business? - Should the example involve resetting an expectation you could not meet, or can it be a case where you went beyond what the customer expected? - Does the interviewer want one detailed story, or also a description of how you set customer expectations in general? ### What a Strong Answer Covers - A specific situation with a clear gap between what the customer expected and what was feasible, and why it mattered. - How the candidate uncovered the underlying need behind the stated expectation. - The candidate's own actions: options weighed, honest and early communication, trade-offs negotiated, and the people brought in. - An outcome for both the customer and the business, supported by evidence, including the state of the relationship afterward. - What the candidate learned and changed so expectations are set better from the start. ### Follow-up Questions - What would you have done if the customer had escalated to your leadership after you declined their request? - How do you set expectations at the start of a project so that this kind of gap does not appear? - Tell me about a time you failed to meet an expectation you had set yourself. What did you do next?