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Here are 10 things that I have found to be helpful…

• Have your client supply a list of employees, titles, published extensions, etc. so you will have the resources to complete your project on time rather than after the move/install.

• Make sure you have enough time to burn in a new system, plan your ‘resource and destination’ list, and address any issues prior to the cut.

• Don’t allow your client to over complicate custom programming as it will eat your allotted project hours and they most often won’t want to pay for the adds. If it must be done…draw the line where the quoted install ends and billable begins and make sure to emphasize if the extra efforts might jeopardize the project schedule.

• For a new system, create a template. Put your skills and knowledge to work for you. This will not only save you and your customer time and money but also eliminate unexpected surprises. This will set the expectation. Remember, you goal is to exceed expectation, keep it as simple as possible so you can always exceed it.

• Always define a project outline. Let them know YOU are managing the process so they don’t. They are not the professionals and they have selected your services. Take charge and tell them what they paid for otherwise your scope of work will grow beyond your control and exceed allowable budget.

• Make a list of do’s and dont’s for your client. They are always going to expect the world of you. Don’t let them down by not communicating. Make sure they are aware of things that are out of your control, like carrier delays, construction delays and more importantly communication delays. Also let them know what kind of things should be held off until after the install so as not to complicate things.

• Gather as much information as possible like telephone room access information, contact numbers for home and cellular, and general business related information about their departmental operations as you may have to seek separate individuals for different pieces of the pie. Don’t expect everything to be organized and prepared for you. YOU NEED TO INQUIRE. Also know who is in charge and makes the final decisions. Don’t let just anybody make a request.

• Make note of every extra effort, regardless of whether you will bill for it or not. When a dispute or complaint arises, at least you have some notes to fall back on.

• Be proactive with training, sometimes it eats less time to give your client a simple cheat sheet and let them figure it out on their own rather than to try to get all the staff into a 2-3 hour meeting prior to the move-in (not to mention system preparation and travel expenses your salesperson most likely didn’t account for). This way you can be available for on-site support after the cut-over and already have some questions to answer rather than doing it over and over individually. Make sure your client has a way to contact you if it really is an emergency. I have often planned to arrive for ‘on-site support’ 2 hours after the first day in service so they can get a feel for the system and figure some things out on their own.

• Have your client build a post-install (non-emergency) pick list to be addressed 1-2 weeks after the install. This will minimize phone calls and return trips. Schedule administration training well after the install so the client can build a list of what they want to know. Control the time allowed for this or be prepared to expect a never ending list of MAC how-to’s at your own expense.

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