Guide
What to do after a client call: a 5-step checklist
After a client call, do five things: list what was agreed, give each commitment one owner, put a date on it, send the client a recap and check in until it is delivered. None of the steps is hard. They slip because the next call starts before they are done, and a list of what was agreed does not deliver anything on its own.
Updated
The checklist
List what was agreed
Write down every promise made on the call, by either side, in the words that were used. Include the small ones: a deck to send, an introduction to make, a question to answer.
Give each commitment one owner
One person per commitment. A promise that belongs to the whole team tends to belong to nobody.
Put a date on it
Use the date said on the call. If none was said, choose one and put it in the recap so the client can push back.
Send the client a recap
A short email: what was agreed, who owns each part and when the client will hear next. Send it while the call is still fresh.
Check in until it is delivered
Follow each commitment until it is done, then tell the client it is done. Closing the loop is the part the client remembers.
Where it slips
It stays in the summary
The promise is written up in a call summary or a transcript that nobody opens again.
The list sits there
What was agreed gets written down, and then nobody acts on it. Writing an item down is not the same as getting it done.
The owner is unclear
Everyone on the call assumes someone else has it.
The team cannot see it
Unless someone goes looking, the rest of the team does not know the call happened or what came of it.
The client never hears it is done
The work ships, but nobody tells the person who asked for it.
How Nova handles each step
Nova is a workspace that delivers outcomes. It does the follow-through around the call, and your team approves what goes out.
Lists what was agreed
Nova picks out each commitment from the call: who promised what, to whom and by when.
Prepares the next steps
Each next step waits in Triage for your team to approve, edit or dismiss. Approve it and Nova runs it straight away.
Writes the recap
Nova writes the follow-up email from the call. Emails from Triage always ask before they send.
Keeps the client’s record current
Nova prepares the update to the client’s record in its CRM from what was said, so nobody types it in.
Follows it to the client
For a Linear issue raised on a call and marked for customer follow-up, Nova prepares the update to the client when the work is complete.
Checks what slipped
A routine can run every Monday morning and add a follow-up for anything overdue.
Frequently asked questions.
Something else on your mind? Talk to the team.
What was agreed, who owns each part, the dates, and when the client will hear from you next. Keep it short enough to read on a phone, and use the client’s own words for what they asked for.
While the call is still fresh, ideally the same day. A late recap is more likely to miss details or arrive after the client has already asked where things stand.
One named person per commitment, usually whoever made the promise. The account lead can own the recap itself.
Capture them as they are made, give each one an owner and a date, and keep them where the team already works, connected to the call. Nova does this from the call and asks for approval before anything goes out from Triage.
Nova writes the follow-up email from the call, and it waits in Triage until you approve it. Emails from Triage always ask first.
Keep reading
- GuideDeliver what was agreedCapture each commitment as it was said, give it one owner and a date, keep it where your team works and tell the client when it is done.
- GuideSales call follow-upSend the follow-up the same day, lead with what the buyer said, confirm what each side agreed and propose one next step with a date. A template to copy.
- For agenciesNova for agenciesNova is a workspace that makes sure what your agency agrees on client calls gets delivered: each commitment picked out, approved and kept in view until it is done.
- CompareNova vs GranolaNova is a workspace that delivers what was agreed on your calls, with your approval at each step. Bot-free call capture, on par with Granola, is one part of it.
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