Exceed expectations with follow up
One fundamental way in which to delight clients is with speed. Be it responsiveness, working software in any given sprint, or the overall time-to-market for products being built—clients are blown away by our forceful march to completion.
Use this as to your advantage by continuing to create momentum and build ongoing trust with the client after the workshop. Impress the client by packaging the content from discovery and sending it over within a day or two.
Postworkshop activities should include the following:
- End of day: Thank the client, offer closing commentary/advice on all artifacts captured, and set expectations for when to expect follow-up materials. Use the opportunity to exceed expectations (e.g., “We will summarize and send this over to you in three business days”).
- Day after: Send the initial packet of information with the story map, user flows, roles, risks, success metrics, and the like—along with a note that the team is working on estimates and a proposal.
- Within seven business days: Submit the full assembled proposal, estimate, and something unexpected to again exceed expectations. For example, a mock-up of few screens, a lightweight prototype, a technical discovery or recommendation, and an architecture diagram.
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