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