Prior to Kick-Off
- Document and gain formal client sign-off regarding the project scope, deliverables, and timeline
- Communicate with your Client Service team and the client early on about resources you will need to be successful—both internal and external
- Be realistic about the time required to deliver on project objectives—make sure you and the client are aligned
- Take time to understand the organization, who needs to be on board for your project to succeed—your Client Service team can help!
During the Project
- Hit the ground running to gain client confidence. Strive to exceed quality, depth, and speed expectations
- Communicate frequently and clearly with Client Service and the client. Schedule regular progress meetings
- Manage meetings & come prepared with an agenda and a clear set of outcomes
- Please do not discuss your rate with the client
- Respect confidentiality
- Immediately discuss and document any changes of scope, timeline, etc.—we find that this is the most common reason for project dissatisfaction
- If you’re planning to take time off, please let your Client Service team and client know as far in advance as possible
In Conclusion
- Be perceived as always “going the extra mile”
- Return or destroy proprietary or confidential information and keep in mind that confidentiality obligations last even beyond the end of the project
- Schedule a formal concluding meeting
- Work with BTG to build and nurture the client relationship
- Remember that BTG provides oversight from kick-off through to project conclusion