Template

Client check-in template

What changed, how it is going against the goals you agreed, and what is next.

30 minutesFor Agencies, consultants and account managersAgenda room
Change the agenda first

The agenda, with a time for each part

  1. What has changed on their side5 min
    • What has changed on your side since we last spoke?
    • Is anybody new involved?
  2. Results against the goals we agreed8 min
    • Here is where we are against what we agreed. Does that match what you see?
  3. Open issues7 min
    • What is bothering you that you have not mentioned?
    • What is the oldest thing still open?
  4. Plans for the next month6 min
    • What matters most to you in the next month?
  5. Next steps and who owns them4 min
    • Who does what before we next speak?

How the notes read afterwards

A made-up example, so you can see the shape. In a real call each line carries the words that were said and who said them.

Changed. A new head of marketing started; she wants the monthly report earlier.

Results. Leads up 18% against a goal of 15%. Cost per lead is over the goal by $4.

Open. The tracking on the booking page is still wrong. Lena fixes it by Wednesday.

Running it well

Ways to change it

Monthly instead of weeklyForty-five minutes, with a written report sent two days before.
When something has gone wrongStart with it. Say what happened, what you have done and what you will do, before anything else.
Renewal coming upAdd ten minutes on what they would want to be different next year.

When to skip it. When there is nothing new on either side. Send two lines saying so, and keep the next one.

Questions

How often should you check in with a client?

Often enough that nothing is a surprise. For most ongoing work that is every two weeks, and weekly in the first month.

What should you send after a client call?

What was agreed, who is doing what by when, and what is still open. The same day.

What happens in the room

Everybody joins from the link, with no account. The agenda sits beside the call and each item fills in with what was said about it, under the name of the person who said it.

More templates

Quarterly business review (QBR)Once a quarter with a customer: what they got for their money, what did not work, and what the next quarter is for.Customer onboarding callThe first call after somebody buys: what they want to get done, who needs setting up, and the first result to aim for.Sales demo callShow the three things they said they care about, on their own example, and agree what happens next.Vendor evaluation callYou are the buyer: the same questions for every supplier, so the answers can be compared afterwards.Sales pipeline reviewDeal by deal: what changed this week, what is stuck, and what the next step is.Weekly sales meetingThe whole sales team, once a week: the number, what was won and lost, and one thing everybody gets better at.Client kickoff meetingThe first meeting with a new client after they sign: what success looks like to them, who does what, and how you will keep in touch.Renewal callA few weeks before a contract ends: what the customer got from it, what they want next, and whether they stay.

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