If you\u2019ve read any of my articles, you\u2019ve probably guessed there\u2019s a theme running through many of them\u2014that theme is \u201csetting expectations.\u201d If you\u2019re good at setting expectations with your customers, your business should benefit.<\/p>\n
An often overlooked, but vital, part of setting expectations is documenting those discussions. Some of the discussions can have significant repercussions. Let\u2019s look at the most common types of discussions and the ways they should be documented.<\/p>\n
Any project work agreed to between you and your customer should be documented. Whether it\u2019s something as simple as agreeing to purchase a new keyboard, or as important as a big server or workstation refresh, every purchase should be quoted before it\u2019s ordered and installed\u2014unless it is an emergency repair.<\/p>\n
Any time there\u2019s an issue with an employee\u2014whether it\u2019s yours or your customer\u2019s\u2014it should be discussed and documented with the customer. Employee issues can manifest in a few ways.<\/p>\n
There are your standard HR issues\u2014which hopefully won\u2019t happen because you trained your employees well, right? But the more common issue involves discovering a customer\u2019s employee isn\u2019t acting in the best interest of the customer. This can vary from inappropriate use of equipment that can cause premature failure, to unsafe security practices that can endanger the customer. It\u2019s extremely important to document these issues as they could become liabilities later if customers blame you for improper maintenance or a contractual breach.<\/p>\n
This is especially important for IT vendors. So much in terms of data security involves having the right systems in place to monitor, protect, and backup all the data. If a customer declines even one of those services, it opens a gap through which the customer could lose their entire business. If you don\u2019t have their decision to decline the service in writing, they may blame you and take legal action.\u00a0It\u2019s critical to be sure your customers are fully covered in this age of cybercrime\u2014and if they aren\u2019t\u2014to document their decision to turn down services. Be sure to fully explain the implications of their decision to them before they do and include your conversation in your documentation.<\/p>\n
First, if you\u2019re not having regular business reviews, you should. Business reviews are an opportunity for you and your customer to sync up and map the future. After each review, it\u2019s important to send your customer a written summary of the discussions, action items, and agreements that come out of the meeting.\u00a0Just like a formal service agreement or contract sets the proper expectations at the beginning of the relationship, business reviews ensure the expectations don\u2019t diverge over time\u2014or if they do, business reviews make sure everyone stays on the same page.<\/p>\n
Setting expectations from the start and maintaining them over time is the best way to avoid confusion and disagreements. Make sure you properly document everything you can when it comes to your customers.\u00a0As mentioned above, not doing so could cost you in the long run.<\/p>\n