Trust. It takes years to build, seconds to lose, and can cost a lot of billable hours trying to repair.

1. The Art of Kicking Off a
Healthy Client Relationship
Experts Share Dos and Don’ts to Build Trust

2. Executive Advisor
curt@mavenlink.com
Director of Professional Services
mjames@mavenlink.com
Curt Worsey Michelle James

3. Building a better client
relationship starts with Trust
It takes years to build,
seconds to lose,
and a lot of billable hours to repair.

4. Copyright 2015 Mavenlink, Inc. — Proprietary and Confidential
Define mutual
expectations
Create a client comms
plan
Write a great SOW
Create a sales-delivery
overlap
4 Steps to Your Kick Off Plan

5. 1. Discuss & Define Mutual Expectations
Have a dialogue focused around
expectations.
Listen for explicit & implicit expectations.
Discuss processes, goals, roles, timelines. Be
very specific.
Replay back to your client so that they know
you understand.

6. 1. How would you define the success of this project?
a. Key project objectives and measures
2. What is the broader business context and are there related goals?
3. What are the most important things to you?
4. What key objectives do you have for your project team members?
5. How can I work most effectively with your organization?
a. Company culture and preferences
6. What are the most important outcomes to other stakeholders?
6 Critical Expectation Setting Questions

7. Create a model where sales stays on longer,
and delivery gets involved earlier.
Increase dialogue between sales and
delivery. Understand promises made.
Cover things like nuances in relationship - ie
what is their attitude, pet peeves, concerns?
2. Create a Sales-Delivery Overlap

8. Understand your client’s
communication preferences
Clearly explain the roles,
responsibilities and level of
participation of those who will be
interacting with your client
Have a plan and a schedule with
which you keep your client engaged
3. Create a Detailed Client Comms Strategy

9. The three most important things about writing a
SOW:
- Clearly define your role and your client’s
responsibilities
- State any assumptions you have about
executing the project
- Define the terms of how you will be paid,
and how any change orders will be handled
4. Write a Great SOW

10. Stay Connected!
Maintain consistent presence
#1 client complaint!
Keep clients informed
Set reminders to check in regularly
Always deliver difficult messages as
early and maturely as possible

11. Want to learn more?

12. Download the SOW Guide:
http://go.mavenlink.com/the-definitive-sow-template-and-writing-guide

13. Visit Mavenlink Today!
www.mavenlink.com
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