Meeting and Phone Conduct
All client contact must be handled professionally and with purpose. The following guidelines will help ensure the most productive use of limited time.
Meeting Dos
Do have an agenda. State the objectives for the meeting and provide space for “action items” for each participant in the meeting. Print a copy for each individual who will be joining the meeting.
Do state the meeting objectives at the start of every meeting. Be specific about the meeting’s purpose:
- Establish planned outcomes or information that needs to be collected during the meeting
- State what decisions need to be made during the meeting
- Outline relevant background information or other details critical to the project’s success
Do establish a time limit. The meeting should be planned for a specified duration. If there is the possibility that a meeting may run long, allow for additional specified time.
Do ask probing questions. Our goal is to better understand the client’s business, market and goals. 80/20 Rule: You should be listening 80% of the time, and talking only 20%.
Do have a closing statement ready: “I believe we’ve covered everything. Let’s go over everyone’s action items…”
Do plan your meetings. Print copies, log in to websites, prepare slides, etc. ahead of time.
Meeting Don’ts
Don’t make assumptions. Use available data. If you don’t have data, keep quiet until you do.
Don’t state your opinions as fact.
Don’t allow meetings to “wander.” State the objectives and stick to them. If necessary, plan a followup meeting to cover new topics.
Don’t question your client’s pricing model if you aren’t an expert in their industry. (Hint: You’re probably not.)
Don’t go over the allocated meeting time. It’s disrespectful to the client and unproductive for everybody.
Don’t bring anyone into the meeting that doesn’t absolutely need to be there.
Don’t make any promises you can’t personally deliver on.