JC Quintana

You can't have every single person in the project go talk to the customer.

And when you do have time to talk to the customer, you may only have 15 minutes.

So I teach professional services team to have a checklist and say, okay, fine.

Go through the seven things, see what you can find out are the expectations of that client on your own, and then spend as much of that 15 minutes validating anything that you are unsure about, right?

If you walk in and you're not sure as to who's accountable for what, like conversation number four, then you better spend that time finding out what they're accountable for.

what you're accountable for as well.

If you're unknown about the expected level of transparency, that's where you should be spending that 10 minutes on.

But ideally, go in knowing as much as the other six as possible.

And you mentioned salespeople.

Salespeople do it as well.

I think I teach salespeople that you should know as much as all those seven expectations before you ever have your first call with your client.

And then spend the rest of the time listening

And trying to have a conversation about what the other six or four, whatever those are.

Sometimes it's all seven because you just met them.

Spend as much time understanding expectations in those seven areas to kind of set the foundation.

And man, you'd be surprised how easy it is to sell something, support something, or create an experience for something once you understand those other six expectations really well.

Yeah.

Lately, unfortunately, what I'm running into the most, and you've talked about this in your show as well, is expectations for AI.

I thought, oh my goodness, I'm out of business.

No one's ever going to buy my book because...