1.1 | THE FIRST 30 DAYS WITH A NEW CLIENTNOT GRADED
MASTERY: The client sees you as a resource, not a vendor. They call you before they call your boss.
WHY IT MATTERS AT UTS. UTS scores you on client satisfaction. Satisfaction is set in the first month and defended after.
CORE.
Learn their business before their HubSpot. What do they sell, to whom, and what is broken today?
Name the sponsor, the day-to-day owner, and the person who can kill the project. Three different people.
Agree on how they want to hear from you: channel, day, length. Then never miss it.
Say what you will not do as clearly as what you will. Scope stated early is trust; scope stated late is a fight.
Every call ends with: decisions made, actions with owners and dates, next touch.
SCENARIO. Kickoff is done. The sponsor was on for 10 minutes and left. The ops lead is friendly but says 'just build what the SOW says.' Nobody mentioned the VP of Sales, who requested the project.
QUIZ.
1. Who must you identify in week one?
A. The sponsor only
B. Sponsor, day-to-day owner, and the person who can kill it
C. Everyone with a HubSpot seat
D. The HubSpot admin
2. A client says 'just build what the SOW says.' Best move?