The first 30 days of working with a new client can be one of the most stressful in the new client relationship. We often think as OBM’s that we have to know everything… know all about the client, the systems, their way of doing things.. but the truth is there are key elements we need to focus on and the rest we need to leave till the next 30 days (60-90 point).
Here are the key areas to focus on in the first 30 days:
- Find out the current fires: this client has reached out to you because they are in ‘crisis’, so find out the immediate fires that are burning and FIX THEM! Take them completely off the clients plate. This is so important… if you do not relieve the impact of the current crisis your new client may not deem you ready to ‘manage’ their business. I can not stress enough that this is a make you or break you with a new client relationship.
- Learn the business: Client Intake and system analysis (basically you just want to see everything that is going on and were it lives) A great way to start learning the business is to have the client and team BCC you on ALL emails going in and out of business. I know this may seem a little overwhelming but after just a few days you figure out what is top priority and what’s not.. but it will give you an overview of the business communication cycle.
- Get an assessment of the team: A big part of working with new clients is seeing who does what and when. You want to make certain the people on the team are doing what they love and that they understand the expectation of clients vision for the business. ie: customer service emails returned in 4 hours (or 24 hrs depending on client expectation), turnaround on projects are 48 hours, etc.