The bubbly champagne is now gone and the party celebrating the new client win is winding down. Now what? The elevated emotions, confidence and adrenaline that surround a big win may prompt you to dive right in and get started on the work. But STOP!

Now What? - ROCKbiz, Inc

Before you jump right in to your new client engagement:

  • STOP AND BEGIN WITH THE END IN MIND
  • FOCUS FIRST ON CONDUCTING AN EXPECTATIONS EXCHANGE
  • WHAT DOES SUCCESS LOOK LIKE?
  • DOES YOUR VIEW OF SUCCESS MIRROR YOUR CLIENT’S VIEW OF SUCCESS?
  • BEGINNING WITH THE END IN MIND REQUIRES ASKING A LOT OF HIGH-GAIN QUESTIONS

Beginning with the end in mind requires that you carve out some time at the outset of each engagement or project to GAIN A CLEAR VISION OF WHAT IT WILL TAKE TO WIN. Understand and document how your client defines success as it relates to relationship protocols such as communication, people, scope and scheduling of work, issue resolution, etc. Each hour invested upfront could save you ten or more down the road in the form of a client crisis that devours time, energy and money. Stick with playing offense. Conduct an Expectations Exchange upfront.

The return on your upfront investment in the form of an Expectations Exchange will pay great dividends in the forms of fewer surprises, ongoing success and driving client satisfaction, profitability and loyalty.

I’ll sign-off with one of my favorite statistics:
STUDIES SHOW THAT THE #1 DRIVER OF OVERALL SATISFACTION, BY A RATIO OF 2:1, IS UNDERSTANDING NEEDS AND EXPECTATIONS UPFRONT.

Begin with the end in mind. ASK YOUR WAY TO LONG-TERM SUCCESS!

Be A Question Asker,
Susan
P.S. you ROCK