Strategies for Client Project Meetings

She explained it a third time. I watched the room's energy shift. The more she justified, the less they believed. Behavioral expert Chase Hughes nailed it: "The person who explains the most, has the least power in the room." After 25+ years in countless high-stakes, c-suite level meetings in financial services, I've seen this credibility leak destroy executive presence, and ultimately careers. Not dramatically. Quietly. One over-explanation at a time. I once watched a Senior MD present a restructuring plan for a $900M division. Simple. Clean. Bulletproof. Then someone asked, "Why this approach?" Reasonable question. Unreasonable answer length. She spent 20 minutes defending what needed 20 seconds. By minute 10, she lost the room. By minute 20, she lost the deal. 𝗧𝗵𝗲 𝗥𝗲𝗮𝗹 𝗣𝗼𝘄𝗲𝗿 𝗗𝘆𝗻𝗮𝗺𝗶𝗰𝘀 𝗮𝘁 𝗣𝗹𝗮𝘆: 1️⃣ 𝗘𝘅𝗽𝗹𝗮𝗻𝗮𝘁𝗶𝗼𝗻 𝗶𝘀 𝗱𝗲𝗳𝗲𝗻𝘀𝗲. 𝗗𝗲𝗳𝗲𝗻𝘀𝗲 𝗶𝘀 𝘄𝗲𝗮𝗸𝗻𝗲𝘀𝘀. When you over-explain, you signal doubt. State your case. Let it breathe. 2️⃣ 𝗦𝗶𝗹𝗲𝗻𝗰𝗲 𝗶𝘀 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆, 𝗻𝗼𝘁 𝗮𝘄𝗸𝘄𝗮𝗿𝗱𝗻𝗲𝘀𝘀. After you make your point, stop talking. Let others fill the space. 3️⃣ 𝗤𝘂𝗲𝘀𝘁𝗶𝗼𝗻𝘀 𝗮𝗿𝗲𝗻'𝘁 𝗮𝗹𝘄𝗮𝘆𝘀 𝗿𝗲𝗾𝘂𝗲𝘀𝘁𝘀 𝗳𝗼𝗿 𝗶𝗻𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻. Sometimes they are tests of confidence. Answer the real question: "Do you believe in this?" Not with words. With presence. 4️⃣ 𝗧𝗵𝗲 𝗺𝗼𝘀𝘁 𝗽𝗼𝘄𝗲𝗿𝗳𝘂𝗹 𝗽𝗵𝗿𝗮𝘀𝗲 𝗶𝗻 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀: "𝗛𝗲𝗿𝗲'𝘀 𝗺𝘆 𝗿𝗲𝗰𝗼𝗺𝗺𝗲𝗻𝗱𝗮𝘁𝗶𝗼𝗻." Full stop. No "because ...". No "let me explain why." Just confidence backed by competence. 5️⃣ 𝗬𝗼𝘂𝗿 𝘁𝗿𝗮𝗰𝗸 𝗿𝗲𝗰𝗼𝗿𝗱 𝗶𝘀 𝘆𝗼𝘂𝗿 𝗲𝘅𝗽𝗹𝗮𝗻𝗮𝘁𝗶𝗼𝗻. Results speak louder than reasons. Let your work defend your decisions. One client mastered this shift. Board presentation. Mid-cap acquisition. The Audit Chair challenged the valuation. Old her: 15-minute word salad defense. New her: "The model reflects our analysis. I can walk through the key drivers now or send the sensitivities after this meeting, your call." Deal approved. Power maintained. The paradox? The less you explain, the more they trust. Confidence does not need a long essay. Your executive presence is not measured by how well you justify. It is measured by how little you need to. 💭 When was the last time you said too much in an effort to explain your point of view, decision or action?  What did it cost you? What will you do differently going forward? ------ ♻️ Share with that brilliant executive who undercuts their authority by over-explaining ➕ Follow Courtney Intersimone for more truth about commanding executive presence

𝗢𝗻𝗲 𝗯𝗶𝗴 𝗺𝗶𝘀𝘁𝗮𝗸𝗲 𝗺𝗼𝘀𝘁 𝘀𝗲𝗿𝘃𝗶𝗰𝗲-𝗯𝗮𝘀𝗲𝗱 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀 𝗺𝗮𝗸𝗲? They don’t set expectations clearly. (And it costs them trust, time, and retention.) Here’s what happens: You sign a new client. They’re excited. You’re excited. Everything feels aligned. But weeks in—they’re frustrated. Not because you didn’t deliver. But because they thought you’d deliver something else. Faster. Bigger. More frequent. More involved. And now you’re stuck explaining. Clarifying. Defending. The truth? 𝗜𝗳 𝘆𝗼𝘂 𝗱𝗼𝗻’𝘁 𝘀𝗲𝘁 𝘁𝗵𝗲 𝗲𝘅𝗽𝗲𝗰𝘁𝗮𝘁𝗶𝗼𝗻𝘀 𝘂𝗽𝗳𝗿𝗼𝗻𝘁, 𝘆𝗼𝘂𝗿 𝗰𝗹𝗶𝗲𝗻𝘁 𝘄𝗶𝗹𝗹 𝗰𝗿𝗲𝗮𝘁𝗲 𝘁𝗵𝗲𝗶𝗿 𝗼𝘄𝗻. I learned this the hard way early in my journey. 𝗢𝗻𝗲 𝗰𝗹𝗶𝗲𝗻𝘁 𝗲𝘅𝗽𝗲𝗰𝘁𝗲𝗱: → Daily strategy updates → Creative direction → Hands-on execution → Basically... everything but my signature Meanwhile, I thought I was hired for one defined deliverable. Neither of us was wrong—we were just never on the same page. So at my agency, we changed that. To solve this, we now create detailed 𝗖𝗹𝗶𝗲𝗻𝘁 𝗣𝗲𝗿𝘀𝗼𝗻𝗮 𝗗𝗼𝗰𝘂𝗺𝗲𝗻𝘁𝘀. 𝗧𝗵𝗲𝘆 𝗶𝗻𝗰𝗹𝘂𝗱𝗲: → Exactly what’s expected (and what isn’t) → Preferred communication style → Scope, cadence, outcomes And we walk through it all during the 𝗼𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 𝗰𝗮𝗹𝗹—no assumptions. 𝗜𝘁’𝘀 𝗰𝗵𝗮𝗻𝗴𝗲𝗱 𝗲𝘃𝗲𝗿𝘆𝘁𝗵𝗶𝗻𝗴. → Projects run smoother → Clients feel heard → Boundaries are respected → And expectations are mutual—not imagined Clarity isn’t optional. It’s foundational. 𝗔𝗹𝘀𝗼, 𝗜 𝗮𝗺 𝗼𝗻 𝗮 𝘀𝘁𝗿𝗲𝗮𝗸 𝘁𝗼 𝗽𝘂𝗯𝗹𝗶𝘀𝗵 𝗱𝗮𝗶𝗹𝘆, 𝗮𝗻𝗱 𝘁𝗼𝗱𝗮𝘆 𝗶𝘀 𝗗𝗮𝘆 𝟭𝟰𝟯/𝟯𝟱𝟬. 𝗣.𝗦. 𝗜 𝗵𝗲𝗹𝗽 𝗳𝗶𝗻𝗮𝗻𝗰𝗲 𝗰𝗿𝗲𝗮𝘁𝗼𝗿𝘀, 𝗳𝗼𝘂𝗻𝗱𝗲𝗿𝘀, 𝗖𝗫𝗢𝘀, 𝗮𝗻𝗱 𝗰𝗼𝗮𝗰𝗵𝗲𝘀 𝗴𝗿𝗼𝘄 𝗼𝗻 𝗟𝗶𝗻𝗸𝗲𝗱𝗜𝗻 𝘄𝗶𝘁𝗵 𝗽𝗼𝘄𝗲𝗿𝗳𝘂𝗹 𝗰𝗼𝗻𝘁𝗲𝗻𝘁. 𝗗𝗠 𝗺𝗲, 𝗮𝗻𝗱 𝗹𝗲𝘁’𝘀 𝗺𝗮𝗸𝗲 𝗶𝘁 𝗵𝗮𝗽𝗽𝗲𝗻.

One of us built a company that manages $700billion on a foundation of trust. The other interviews billionaires for Forbes to find out exactly how they did it. Peter Mallouk and Jodie Cook sat down for a chat. Here's what came out: Context: AI can create everything now, and AI is making average businesses look great. Your one differentiator is trust. Build it and keep it, create an empire. Lose it, start from zero. How to build (and not lose) trust: 1. Publish your thinking Don't write books for the royalties. Don't write books for some ego reason. Write books because then your thinking is published and everyone knows what you stand for. They know you're consistent. 2. Tell them everything A client should find out everything they need to know from you and not somewhere else you've said it on the internet. Be a complete open book. They pay you to implement. 3. Notice the details Spell your client's kid's name wrong, and it undermines the trust you've built. Double check everything. Create a consistent experience. Like a restaurant with multiple venues, clients come to expect excellence. 4. Be one person Don't be one person with your clients, a different person with your team, and another behind closed doors. Join the different parts of your personality together. Be more you, no matter who is there. 5. Practice active listening A waiter takes an order from a table of five and doesn't write anything down. Creates unnecessary anxiety before the food arrives. Do the opposite. Active listening, making notes, repeating stuff back. Clients value that. 6. Guard the doors Peter still personally interviews everyone. He vetoes 10% of the people his team has already approved. A bad apple infects the whole bunch. Don't fully delegate recruitment, it's your name above the door. He's been doing this at the same firm since 2004. The trust game never stops. The trust tap never has to turn off. How do you create trust?

Ever been thrilled to kick off a new coaching or facilitation project, only to have things unravel before your eyes? You’ve got the green light, your client’s excited, you’re excited... and then: 😬 Deliverables turn into moving targets. 🫨 Tasks start sneaking into the scope. 🙄 Communication becomes reactive. 🙄 And somehow, you're doing more than you signed up for. Sound familiar? These issues can lead to frustrated clients, strained relationships, and results that don’t reflect your expertise. Worse, you’re left questioning your own abilities. The root cause? Poorly initiated projects. The fix? A rock-solid kickoff meeting. Here’s how I run mine to set the stage for smooth sailing: 1️⃣ Set the agenda and introduce the team. Share the agenda in advance so everyone’s prepared. A quick intro sets a collaborative tone. 2️⃣ Review the project overview. Revisit the high-level goals and objectives. Frame it as a partnership—you’re in this together. 3️⃣ Explore hopes and fears. Ask what success looks like for the client, but also what could go wrong. Addressing fears early helps build trust. 4️⃣ Create a risk and opportunity register. Most people track risks, but don’t stop there. Highlight opportunities to amplify success—maybe another internal initiative aligns with your work. 5️⃣ Revisit the timeline. Pull the timeline from your proposal and check if it still works. Revise as needed and confirm key milestones. 6️⃣ Discuss team culture and expectations. How do you want to work together? Align on communication styles and ways of working to avoid surprises later. 7️⃣ Define next steps. End with clarity: What happens next, and who’s responsible for what? 💡 Pro tip: Send pre-work in advance, like a draft risk/opportunity register. The meeting should refine, not start from scratch. The result? ✅ Clarity ✅ Alignment ✅ stronger relationships. A well-run kickoff leads to happy clients, repeat business, and—you guessed it—referrals. Start strong, finish stronger. ~~ ✍️ What’s one thing you always include in your project kickoff? Let me know in the comments! 👇

One of the most gratifying parts of my role is interacting with clients and the investors we serve - in addition to Capital Group associates - around the world. Both cohorts make me smarter, inform my outlook for the industry, and help influence where Capital is headed as an organization.    A colleague of mine recently asked me how I prepare for so many meetings, specifically for clients around the globe. I’ll share with you what I shared with him:   1. Over-prepare (and then prepare again): There is no substitute for doing the hard work before you ever step foot in the room. I want to know as much as I can about what our client truly cares about and what challenges they face. Whether it’s an advisor meeting or a large institutional client, thorough preparation opens the door for deeper conversations. I also think doing the prep work is showing respect for our clients’ valuable time. 2. Be present: My focus and attention are on the client and only the client. The definition of a good client meeting is whether or not they found the meeting to be valuable. 3. Be genuine: If you’re reading off a script, you’ve already lost the opportunity to build a real connection. Be open, transparent, genuine, and imperfect. Over-preparedness lets you leave the briefing document behind so you can be in the moment for the client. 4. Follow-Up: Easy to say, hard to do consistently if you’re not passionate and disciplined about doing it.   Everyone has their own process. I don’t claim mine is any better, but it works for me, and most importantly – it’s meant to be impactful for our clients. #CapGroupGlobal

“You look so natural on Zoom. How do you make people trust you so quickly?” Someone asked me this after a recent sales call — and honestly, it caught me off guard. Because early on, I thought just being good at what we do was enough to earn trust. But I’ve learned that trust isn’t built by showing off your services — it’s built by showing up with clarity, empathy, and solutions. I’ve learned this the hard way: Don’t just sell your service. Solve a real problem. Because people don’t wake up wanting to buy your service — they wake up wanting a solution. Something that helps them grow, fix what’s broken, or finally get unstuck. That’s when it clicked. We’re not in the business of pushing services. We’re in the business of solving problems for real people. And when you do that — business follows. Some of our biggest clients came from calls where we didn’t sell — we diagnosed. We researched. We walked in knowing what wasn’t working for them and why. We told them: “This is what you’re doing, here’s what you’re missing, and this is how we can fix it.” And that changed everything. If you want someone to trust you with their marketing, you can’t walk in empty-handed. Here’s what I’ve learned: — Be polite, but don’t overpromise. — Don’t talk about what you “can” do — show what you have done. — Even if you’ve worked with just one client, talk about it. Share what you achieved. Show proof. — Do your homework. Know who you’re talking to. Know what they’re lacking. Tell them what you observed — before they tell you. — Position your service as a solution — not a product. And don’t underestimate this: Build a connection, even if they don’t convert right now. That one call might not turn into a client, but it might turn into trust, a future opportunity, or a referral months later. You never lose by being human. Sometimes people tell me, “Your calls go so smoothly — you make it look easy.” But they don’t see the process behind it. The prep. The effort to understand. The mindset shift that took years. If you’re just starting out — you don’t need a fancy deck. You don’t need a team. You just need empathy. Curiosity. And a genuine intention to help. That’s how you become great at sales. Not by convincing people. But by understanding them. #salesmindset #storytelling #marketingstrategy #founderlife #pankajbudhwani #digitalmarketing #clientrelationships #growthmindset #trustbuilding #salescalls

Project kickoff is not just a meeting. It's the first week where alignment (or misalignment) takes root. Strong BAs use kickoff week to set foundation, direction, and clarity. Instead of jumping straight into gathering requirements, they slow down and ask the questions most people skip. Questions like: 👉 What will success look like six months after launch, in real behavior and business outcomes? 👉 What will failure look like, and how would we know early? 👉 Who needs a voice that is not currently in the room? 👉 What decisions must be made first before we move into solutions? 👉 What risks already exist even if no one has named them yet? When these are asked early, projects move with confidence, not assumptions. When they are missed, rework becomes inevitable. Start your next project by creating clarity first everything else becomes easier.

Men don’t talk about this enough... I’ve been made redundant. Twice. I’ve had a startup fail so spectacularly that I still wince when I think about it. I’ve sat alone in a new cities and countries wondering if I made the biggest mistake of my life. And for most of that, I didn’t talk about it. Tried to be my own therapist. Because the unwritten rule for men in sales leadership is: project strength. Always be closing. Never let them see you sweat. That rule is garbage. The best sales conversations I’ve ever had — the ones that led to the biggest deals — happened when I dropped the act. When I told a client “I don’t know, but I’ll find out.” When I admitted a mistake before they discovered it. Vulnerability isn’t weakness. It’s the hidden superpower that nobody in the boardroom wants to admit they need. I hosted a conversation on this in Singapore recently and the room was electric. Raw. Unfiltered. No prep calls. No rehearsed answers. Here’s how to start practicing this: • Start with one trusted person. You don’t have to post your failures on LinkedIn to practice vulnerability. Start with a private conversation with one colleague, mentor, or friend. Share one thing you’re struggling with professionally. Just one. Notice how it shifts the dynamic. • In your next client meeting, replace “great question” with “I don’t know yet, but I’ll get you the answer by Friday.” Watch what happens. Clients don’t need you to be omniscient. They need you to be honest. This one shift has closed more deals for me than any pitch deck. • When you make a mistake, get to the client before the client gets to you. Call them. Don’t email. Say: “Here’s what happened, here’s why, here’s what we’re doing to fix it.” The trust you build from proactive honesty is nearly impossible to earn any other way. • Create a safe space for your team. In your next team meeting, share a professional failure of your own — a real one, not a humble brag. Then ask the team what they’re struggling with. The quality of conversation will change immediately. • Set a personal rule: no performative vulnerability. If you’re sharing something hard just for likes or sympathy, don’t post it. Real vulnerability has a lesson embedded in it. Ask yourself: “Will this help someone else navigate something similar?” If yes, share it. If no, keep it for your journal. When’s the last time you were truly honest about a professional failure? What happened? Add your story in the comments. . . . #Leadership #Vulnerability

Silence is deadlier than bugs in IT. So here's my 5-part framework to keep clients happy. In IT, people think the biggest sin is missing a deadline. It’s not. It’s disappearing. No update. No email. No, "this might take longer than planned." Silence turns small delays into big problems. • It breeds assumptions • Assumptions turn into frustration • Frustration kills trust I’ve seen projects slip by two months, and the client still walked away happy. Not because the work was perfect. But because every week, they knew exactly what was going on. And people in IT know problems happen. • Servers crash • Timelines shift • Code breaks But communication is the difference between a frustrated client and a loyal one. And silence kills faster than any missed deadline ever will. Now, if you want my communication framework, here's what I recommend to people: 1// Set Communication Expectations Upfront • Define channels: 2–3 preferred methods (email for formal updates, Slack for quick questions, weekly calls for big discussions) • Set response times: “Emails within 24 hours, urgent issues within 4 hours” • Create update schedules: Weekly reports, bi-weekly demos, or milestone check-ins, but make it consistent 2// Be Proactive In Communication • Update before you’re asked, even “everything’s on track” matters • Flag problems early: “This might take an extra day because of X” • Explain the “why” behind updates and changes 3// Translate Technical into Human • Avoid jargon overload • Use analogies: “Like traffic on a highway - too many requests are slowing it down” • Focus on impact: “Making the app load 50% faster for your users” 4// Build Trust Through Transparency • Own the problems: “Here’s what went wrong and here’s our fix” • Provide realistic timelines, under-promise, over-deliver • Show your work: Screenshots, videos, or live demos 5// Listen as Much as You Talk • Ask clarifying questions • Acknowledge concerns • Adapt your style to the client And beyond this, here's what else I recommend you can do: a) This Week: • Define communication channels and response times • Create a simple weekly update template (3 bullet points) • Choose a project management tool with client visibility b) This Month: • Share client communication guidelines with your team • Practice explaining services without jargon • Set up automated project updates c) This Quarter: • Survey clients on communication preferences • Train your team on best practices • Build protocols into onboarding Ultimately, the best IT founders don’t just build great products. They build great relationships. And relationships are built on great communication. Start treating communication as seriously as you treat your code. Your clients will notice the difference. --- ✍ Tell me below: When was the last time proactive communication saved you from a client blow-up?

Effective client management begins with proactive engagement, anticipating needs and potential hurdles. Mastering the art of listening plays a crucial role in this approach, allowing us to gain deep insights into our clients' operations and strategic objectives. Imagine setting the stage at the beginning of a project by discussing with your client: Dependency Exploration: 'Can we discuss any dependencies your team has on this project’s milestones? Understanding these can help us ensure alignment and timely delivery.' Impact Assessment Question: 'Should unforeseen delays occur, what impacts would be most critical to your operations? This will help us prioritize our project management and contingency strategies.' Preventive Planning Query: 'What preemptive steps can we take together to minimize potential disruptions to critical milestones?' Success Criteria Definition: 'How do you define success for this project? Understanding your criteria for success will guide our efforts and help us focus on achieving the specific outcomes you expect.' These discussions are essential for building a roadmap that not only aligns with the client’s expectations but also prepares both sides for potential challenges, reinforcing trust through transparency and commitment. By adopting a listening approach that seeks comprehensive understanding from the onset, we can better manage projects and enhance client satisfaction. Let’s encourage our teams to integrate these listening strategies into their initial client engagements. How have proactive discussions influenced your project outcomes? Share your experiences and insights. #ClientRelationships #AdvancedListening #BusinessStrategy #ProfessionalGrowth