Define the start and finish
Choose the review date from the actual agreement and the client’s decision process. Work backward from any relevant notice or approval deadline instead of using one generic reminder for every account.
Workflow record and acceptance checklist
| Record | Information required |
|---|---|
| Agreement record | Term, scope, relevant dates, and the owner of commercial review |
| Delivery evidence | Completed commitments, open issues, and client feedback |
| Client decision map | Working contact, budget owner, and required reviewers |
| Next-period scope | Changed needs, capacity implications, and proposed exclusions |
| Outcome | Renewed scope, revised plan, non-renewal, or unresolved decision |
Run the workflow
- Account owner reviews the current delivery record with the project lead.
- Discuss the client’s priorities and unresolved concerns before presenting the next scope.
- Record the decision and update delivery, billing, and access arrangements through the appropriate process.
Worked example
Illustrative example: a recurring client wants faster turnaround next quarter. The team reviews the present response pattern and staffing before proposing a new commitment. Renewal becomes a scope and capacity decision, not an automatic continuation of an outdated package.
Handle the exception explicitly
Do not assume silence equals acceptance. Follow the agreement and approved commercial process, and assign responsibility for uncertain or disputed terms to the appropriate person.
Measures to review
Track reviews completed before decision deadlines, unresolved delivery concerns, and documented renewal reasons. Separate voluntary non-renewal from cases where the firm deliberately exits a poor fit.
Pilot before standardizing
Test this workflow on a small set of real cases with the people who send and receive the work. Keep a record of missing information and decisions that were unclear. Assign one owner to revise the operating instructions, then review the next completed case against the revised version.
Related implementation resources
Discuss the operating problem
Elixir consulting starts at $5,000 per month, with final pricing based on scope. Bring a recent example, the current workflow, and the person who owns the result to define the appropriate implementation scope.