About this process

  • Department: Client Delivery
  • Responsible: Project Manager
  • Accountable: Project Manager
  • Consult: Accountable Manager
  • Inform: Delivery team
  • Date created: 31/01/2020
  • Date last updated: 31/01/2020

Weekly client calls are a chance to maintain regular contact with your client. They also help to:

  • Give progress reports on plans and deliverables
  • Set (or find out) client expectations
  • Discuss and record a future wishlist 
  • Find out about problems and plan how to resolve them

Step 1 of the process

Send a calendar invite if one doesn’t already exist. The client (and anyone dialling in from outside the BabelQuest office) can call via Zoom. These meetings should have been scheduled during the Onboarding process (project/retainer.)

Video calls - as opposed to voice-only - are useful because you can see non-verbal reactions! However, not every client uses their camera. 

Project Managers should attend and lead every weekly call, bringing in other team members where necessary. 

Step 2 of the process

All weekly calls should have an agenda sent around internally and then to the client at least the day before the call. It’s important to appear professional and understand the key discussion points of the call. 

Step 3 of the process

Join the call via Zoom - clicking through on your calendar invitation. (You can switch your camera and microphone off as needed - e.g. if there is excessive background noise.)

Don’t forget to tell the client who else is on the call. Introduce other members of your team if the client hasn’t met them - explain what they do.

Step 4 of the process

Run through your agenda, campaign centre, progress report and any queries, problems or requests. 

  • Make sure the client knows how things stand and their questions are answered. 
  • Ensure the client knows - and has agreed to - any future actions required of them.

Step 5 of the process

Afterwards:

  • Send a summary of the call, (key points/actions)
  • Follow up on anything you’ve promised to find out or check. 
  • Make sure you’ve logged any actions that are necessary. Arrange to complete them.



 

 

Topics: Project Management Processes