Internal Reviews

For any active client, their POC should have a regularly scheduled internal review. The standard is once per month. The goal of these internal reviews is to ensure that our team is running smoothly at a high-level. Make sure that the client knows (before the call) that the goal is to talk about our team and not about deliverables on the project.

Scheduling the review

These meetings will be set at the start of the project using a recurring meeting invite. The meeting invite should be structured like:

Title: Internal Review: <clientName>

Description: My goal with this monthly meeting is not to go over low-level project deliverables, but to make sure our team is communicating well, delivering a quality product, and that we’re meeting our deadlines. I don’t like taking up a lot of your time, so I try to knock these meetings out in 15 minutes.

Length of Time: 15 minutes

Schedule: recurring monthly

Ratings

We will asked to be scored on three separate areas:

1. Communication: How well has our team been communicating with you? Do you feel like you know what is happening during the project? Do you know what tasks are on your plate?
2. Quality of Work: Do you feel that you are “getting what you paid for?” Is the quality of work up to the standard you expected when you initially signed the contract?
3. Timeliness: Do our team members arrive on time to meetings? Are we hitting the deadlines that we set for ourselves? Have any delays been communicated clearly?

This scorecard will be sent out in the monthly email that goes out to each client. Their scores will be sent to:

1. Chris’s email
2. Slack
3. A new line item in the Internal Reviews board of Asana
4. Their scores will be submitted to our CRM

Email with ratings

On the first of each month, each client needs to receive an email from you asking them to submit their scores for our team. In our CRM, we have a few stock email templates that will send a person an email with their review link attached. Prior to sending out the email, you need to ensure a few fields in the CRM are updated:

1. First Name: Make sure it’s the name the person goes by
2. IR: Intro Message: This is the blurb that will appear at the top of the stock email template. Make sure you write something custom for that client
3. IR: Request Date: Update this date to “today’s date” so we have a track record of when we reached out last time.
4. IR: Link: This is the dynamic link to our website that contains the person’s name and email address that dynamically (and via hidden fields) gets added to the form. This magic link does all the interconnectedness of our systems.

Once you have ensured that all people’s information is up to date, check the boxes by their names, and push Send Group Email. From the Email Template dropdown, select the template you’d like to use and push Send # Messages.

During the call

• Go over the scorecard from earlier that month and call out anything that is too low and ask for feedback (the goal here is to squash problem areas before they become “medium sized”).
• Go through each score and ask if there is anything to elaborate on.
• Have the Asana board open, and ask them to go through the next few month’s goals. Notate anything that is new and not known yet.
• If you are early in the relationship, start trying to figure out who else you need to get to know, and request introductions.