15 Questionnaire
It would be very interesting if you could share a mockup, template of your questionnaire. Or if specific to each projects you are creating, at least, the type of questions in the questionnaire.
On the side of the No No for projects, setting a deadline for delivery of the projects or even a step without having all the materials which guarantee the delivery date.
We have to be very careful when committing to dates, to also set the right expectations of the client. Too often, in a project, it is possible to say, let’s release this section at this date YYYY-MM-DD, the materials will be given to you in the next two weeks. Red flag. It is often better to say, once given this list of items (deliveryDate), we will be releasing this section at “deliveryDate 10 business days”.
In middle size agencies, there is also an issue of resources management. There is more than one project in parallel. Explaining to the client that if he/she misses a particular window, the project will be delayed.
Keep written records of every discussions you had, put down the RESOLUTION and the ACTION. After each meeting, send your meeting minutes to the project participants and the client. It is often better to have a scribe. If you get phone calls from the clients (which is fine), send a summary of the discussion just after.
If you are using a project management system (be mail, sharepoint, basecamp, etc. anything), if the client says “It is not the way I work”, rise a red flag again.
Be careful also of the “just this time” or “just for once” on a exceptional work issue, because if you authorize it once, the client will keep the foot in the door, to reuse it again.
posted at 10:38 am on October 21, 2009 by karlcow
