1.
Expectations Management
PROJECT SCOPING
& CONTRACTS

2.
“Exceed your customer’s expectations.
If you do, they’ll come back over and over.”
–SamWalton

3.
STARTANDFINISHAPROJECTWITHSOLIDEXPECTATIONSMANAGEMENT
THISMEANSINCLUDINGSTRONGSCOPINGANDCONTRACTS
SUCCESSFUL ENGAGEMENTS
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4.
“The first step in exceeding your
customer's expectations is to
know those expectations.”
–RoyWilliams

5.
CLEARLYDEFINEDEXPECTATIONSWILLPREVENTISSUESLATER
ANDESTABLISHAPATHFORSUCCESS
SET EXPECTATIONS EARLY
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6.
DEFINEWHOAREYOUSELLINGTOINTHESALESPROCESS
ANDUNDERSTANDHOWTHISALTERSYOURIMPLEMENTATION
WHAT TYPE OF CLIENT IS IT?
SIMPLE COMPLEX AMATEUR
FINANCIAL
RISK
FUNCTIONAL
RISK
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7.
EACHCLIENTISUNIQUE
UNDERSTANDINGANDADAPTINGTOTHEIRNEEDSISCRITICAL
IDENTIFY YOUR CLIENT’S NEEDS
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8.
DEFINETHEPROJECTSCOPEBASEDONTHE
TYPEOFCLIENTANDTYPEOFPROJECT
SELECT THE RIGHT PROCESS
SIMPLE
PAID
DISCOVERY
PHASE
TECHNOLOGY
DRIVEN
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9.
SELECTTHERIGHTTYPEOFDOCUMENTTOESTABLISHABASELINEFOREXPECTATIONS
USE PROPER DOCUMENTATION
STATEMENT
OF
WORK
MASTER
SERVICE
AGREEMENT
PROPOSAL
AND
CONTRACT
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10.
THEMOREYOUDOCUMENTATPROJECTSTART,
THELESSYOU’LLDEBATEABOUTLATER
AGREE TO AND DOCUMENT ALL PERTINENT ITEMS
MILESTONES WARRANTIES
EXPENSES
SCHEDULE
EXCLUSIONS PAYMENT MAINTENANCECLIENT
DELAYS
DELIVERABLES
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11.
VERIFYYOURCONTRACTVERBIAGEMATCHES
YOURDEVELOPMENTPROCESSANDYOURTEAM’SSKILL-SET
CONTRACT VERBIAGE AND PROCESS MUST ALIGN
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12.
DON’TSTARTWORKUNTILTHECONTRACTISSIGNED
ORAVALIDPURCHASEORDERISINHAND
SIGNATURES BEFORE WORK
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13.
COMMUNICATIONISPROPORTIONATETO
CLIENTHAPPINESSANDOVERALLPROJECTSUCCESS
ONGOING COMMUNICATION IS CRITICAL

14.
SCOPE CREEP ISN’T ALL BAD
IT’SGREATFORREVENUEIFYOUREQUIRECLIENTS
TOAPPROVEFORMALCHANGEORDERS
(ESTIMATESTHATDETAILCOSTANDTIMINGCHANGESWORKTOO)
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15.
CONTINUETOACTIVELYREACHOUTTOCLIENTSIFTHEYGODARK
DOCUMENTANYCOMMUNICATIONSOTIMEDOESN’TWORKAGAINSTYOU
MANAGE CLIENT DELAYS

16.
LEARNFROMMISTAKESWITHINYOURSALESANDSCOPINGPROCESS
THOSEMISTAKESCANBECOMEYOURBESTCONTRACTTERMSANDCONDITIONS
LESSONS LEARNED = HIGHER PROFIT MARGINS
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17.
HOWCANIHELPIMPROVEYOURSCOPINGANDCONTRACTPROCESS?
QUESTIONS?

18.
woof!
THANKS FOR LISTENING
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Rebecca Gill
Web Savvy Marketing
Twitter: @rebeccagill