Put it in writing

What it looks like

The sales call went well. Six months later you aren’t sure what you’re paying for, who’s doing the work, or who to call when something breaks.

What’s behind it

Most disappointing vendor relationships come down to two things left vague: what you’ll get, and how you’ll hear about it. A promise made on a call is easy to remember differently later, and the person who sold you the service often isn’t the one doing the work.

What to do

Before you sign, get three things in writing.

Start with the deliverables: what will be done, by when, and how it will be measured. “Improve your marketing” isn’t a deliverable. “Text every missed call back within minutes, measured weekly” is.

Then the people. Get the name of whoever will do the work and whoever you’ll talk to, not just the salesperson, and meet them before you sign.

Then the rhythm: how often you’ll get an update and what it will show. Weekly, every two weeks or monthly all work, as long as it’s agreed.

Ask for the full price in writing too, including any software you’ll pay for directly. A fixed price for fixed work is easier to judge than an open-ended retainer.