What is a Kickoff Call? (And How to Get Them Right) | With Templates

Statistically speaking: your first impression is the most important moment of any relationship. That applies triple to business.?

Client relations are a game of perception. Presenting yourself as trustworthy, respectable, and competent is the single biggest determinant of if you keep the client on board, or if they’re jumping skip at the first sign of trouble.

If that’s the case, then, how do you nail that first impression? Create an impact that makes the client excited to work with you as you are them.

The kickoff call.?

What is a Kickoff Call?

A kickoff call is the first formal conversation you have with a new client after they’ve signed on.?

This call serves multiple purposes:

?1: It helps you establish a connection with the client.?

2: It clarifies expectations in clear detail.

3: It lays out a plan of action.

Essentially, it’s your chance to ensure everyone is on the same page from the start.?

Statistically speaking: your first impression is the most important moment of any relationship. That applies triple to business.?

Client relations are a game of perception. Presenting yourself as trustworthy, respectable, and competent is the single biggest determinant of if you keep the client on board, or if they’re jumping skip at the first sign of trouble.

If that’s the case, then, how do you nail that first impression? Create an impact that makes the client excited to work with you as you are them.

The kickoff call.?

What is a Kickoff Call?

A kickoff call is the first formal conversation you have with a new client after they’ve signed on.?

This call serves multiple purposes:

?1: It helps you establish a connection with the client.?

2: It clarifies expectations in clear detail.

3: It lays out a plan of action.

Essentially, it’s your chance to ensure everyone is on the same page from the start.?

Preparation Before the Call

Preparation is key to a successful kickoff call. Here’s how to get ready:

Review the Client’s Information: Before the call, thoroughly review the client’s account. This means familiarizing yourself with their contact information, company details, and the specific services or products they’ve signed up for.?

Check their website, recent news about their company, and their industry to get a broader understanding of their business context.?

Bonus: this allows you to ask much more informed questions. It is much better to ask “how has (x) affected your industry?” than “tell me about some things impacting you.” Both have their place, but doing the legwork ahead of time instantly establishes credibility.

Understand the Agreement: Go through the service agreement or contract to know exactly what the client has purchased. Be clear on the deliverables, timelines, and any specific terms that might need discussion.

Prepare Your Agenda: Create a structured agenda for the call. Include key points such as introductions, project overview, expectations setting, and next steps. Prepare a list of questions to understand the client’s business better and to clarify any ambiguities.

Conducting the Kickoff Call

Next up, is what to actually do during your kickoff call.

Start with Introductions: Begin the call with a warm and friendly introduction. Briefly introduce yourself and your role in the project. Take a moment to learn about the main contact person. Ask them to introduce themselves and their role in the company. This helps in building rapport and sets a positive tone for the conversation.

Set Clear Expectations: Outline the agenda for the call at the beginning. This shows professionalism and helps manage the client's expectations. Let them know how long the call will take and what you aim to achieve by the end of it.

Discuss the Client’s Business: Start with general questions about their company. “Tell me about your company” is a great opener.?

Follow up with questions about their mission, value proposition, and key products or services. Ask about their past marketing efforts or relevant experiences. This will give you insights into what has worked for them and what hasn’t.

Review the Agreement: Go over the key points of the service agreement.

?Make sure the client understands what they have signed up for, including the scope of work, specific deliverables, and timelines. Clarify any budget-related details and discuss how budget adjustments will be handled if necessary.

Establish Communication Protocols: Identify the primary point of contact for the project. Ensure you have their correct contact details. Discuss preferred communication channels (e.g., email, phone, video calls) and set expectations for response times and regular check-ins.

Gather Necessary Access: Ensure you have access to all the necessary tools and accounts needed to get started. This might include business manager accounts, website access, analytics tools, etc.?

If the client is not familiar with granting access, be prepared to walk them through the process. Schedule a follow-up call if necessary to ensure this step is completed promptly.

Discuss Next Steps and Follow-Up: Summarize the key points discussed during the call and outline the next steps. This could include timelines for deliverables, upcoming meetings, or any initial tasks you need to complete.?

Let the client know you will follow up with a detailed email summarizing the call and the agreed next steps. This helps in reinforcing what was discussed and provides a reference for both parties

Post-Call Actions

Congratulations! The meeting went great! Now, it’s time for the followup…

Send a Follow-Up Email: After the call, promptly send an email summarizing the discussion. Include the key points, agreed actions, deadlines, and any other relevant information. This ensures there is a written record of what was discussed and helps in preventing any miscommunication.

If you use Zoom for your calls, we recommend checking out the program Otterpilot . This program automatically records, summarizes, and provides action plans based on the transcript of every meeting.?

Update Your CRM: Document all the important information from the call in your CRM. This includes contact details, project specifics, and any critical notes that could be useful for future reference. Make sure everyone involved in creating the deliverables for the client has access to these files as well.

Schedule the Next Meeting: Arrange for the next touchpoint with the client. This could be a follow-up call to check on progress or a regular status update meeting. Keeping the communication flow steady is crucial for maintaining a good client relationship.

Ideally, meetings should be a minimum of weekly.?

Conclusion

A kickoff call is more than just a formality; it’s a strategic tool that can set the tone for the entire project.??

It’s your opportunity to make a strong connection, build trust, and establish clear deliverables. Without it: communication breakdowns aren’t just likely, they’re inevitable.?

Your first impression is the most important moment of any relationship, and in business, it carries even more weight. This is your chance to get it right.?

Will you??