There are many key elements in this clause and most are the requirements of Fair Trading in Australia, good governance in commercial risk, best practice in customer communication and tight-as with regard binding contracts and deliverables.
In quality.com.au (qca) we begin the client interaction stuff by making sure our marketing materials are true and accurate. This includes, but not in any order, the web site, the brochures available in hard copy and electronically. The various online request forms and the lead times in responding.
Next, we have standardised copy for email responses and typical phone questions. We then hopefully start the selling journey with an estimate which includes many of the requirements the prospect may or may not know are requirements. If the prospect likes the big picture but would like to modify the service based on fees, resources, time lines, etc, a proposal is generated with the specific elements addressed. Once both parties are satisfied, a request for a purchase order is made and or a contract confirmation is generated and away we go. All emails, phone discussion notes, contract documentation is saved as a PDF and saved in the CRM. At the time of this newsletter, this is across 3 or 4 platforms ensuring the right information is captured and shared with the appropriate resource. The one source of truth is retained in myQuality including the iterations and file notes. Simples