ELITE : SIX Think Tank meetings are discussed over Zoom with our members every Friday at 9:30am. Facilitated by DANNY : DE HEK meetings are recorded for our Podcast, we\u2019ve been doing this since COVID-19 if you\u2019re interested in joining in with us check out our Website. EXPERIENCES \tAgree content\/define scope upfront \tSpend adequate time upfront to really understand the need\/task \tTry to exceed customer expectations to ensure a long-term relationship \tRemember to check in with your clients from time to time to ensure you are meeting their needs \tNever ASSUME, because when you ASSUME, you make an ASS of U and ME \tSet realistic expectations\/be honest - avoid "faking it until you make it" \tUnderstand your customer - what\u2019s important or unimportant to them and communicate as such \tCommunicate regularly - "no surprises" \tAgree a schedule of tasks (have a plan) \tSend out feedback forms or even feed-forward forms PROBLEMS \tReluctant to pay when the invoice reaches them \tMaking assumption \tPoor communication \tDisagreement over what was promised vs what was delivered \tSpending time away from delivering core expectation \tUnrealistic expectations, lack of customer understanding of tasks\/costs involved \tScope creep \tKnow the customer you have got, research their background. \tStaff\/contractors letting you down SOLUTIONS \tAsk creative questions to expand clients brief, understand their problems, goals, aims. Listen, reflect what you have heard. \tExplain your scope, deliverables, process, program & cost. Explain your expectations of them. \tEnsure that the customer fully understands the process \/ product \tCreate a scope document and manage changes (variations) \tGet feedback from customers \tBe responsive to genuine problems or issues \tUse case studies as illustrations \tEducate the customer in the value they are receiving for \u201cthis\u201d and why they are not getting \u201cthat\u201d \tOffer new clients to talk to past clients - removes some doubt and uncertainty over working together \tMonitor progress confirm milestones as reached, confirm approval & acceptance, & instruction to proceed. \tDifferentiate between what you can do and what you can't \t"Know what you know" \u2026 don't over sell. Big risk to reputation \tOver-deliver will always lead to positive client satisfaction \tContracts, terms of engagement \tExceeding expectations \tLead by example TAKES AWAY \tDocument all agreements made \tMaintain good, regular communication (no surprises) \tDon't over promise. Be realistic\/honest over expectations \tQuality does not come cheap. "Pay peanuts, get monkeys" \tMaintain good client relationships to ensure open two way communication \tCherish customer relationships \u2026 beware of "radio silence" \tLook for "win-win" outcomes. Needs to be mutual benefit NEXT WEEKS TOPIC \tWHAT DOES IT MEAN TO SUPPORT LOCAL?