Setting Expectations. How do you make sure everyone is on the same page? Do you use SOWs, Master agreements, meetings, email, calls, hope, luck? I’ve used all of these with varying degrees of success.
So this process has several key points. Like all good stories it has a beginning, a middle, and an end. At the beginning we are talking to the prospect/client. Words mean things, watch your phraseology. Clearly and accurately at all times state what you or your solution will do, don’t get wishy-washy. If you find yourself in a downward spiral, stop, deep breath, and restate.
The middle is providing a documented set of deliverables. No matter what you call it, SOW etc. it is the bible. Do not put it in there if you are not going to do it or can’t show that you have done it. Anything that falls outside of this that needs to be done requires a change order. Whether you bill for it or not you need to document the change order. Set the expectations of what will be delivered.
Then we have an end. Mutual sign off. This should be one of the easiest things to do. You either have or haven’t performed the documented items. If it is open to interpretation you didn’t do a good job in the middle phase of documenting.
So 3 easy steps for every project you do. Say what you will do. Document what you are going to do. Show what you have done.
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