How we work6 min read
The difference between an engagement that works and one that drifts is almost always written down in the first week — or not written down at all.
Four things a plan must state
Which services are in scope, and just as importantly which are not. Who is assigned, and what they are responsible for. How communication happens, on which channels, with what response expectation. And what reporting you get, how often.
If any of those four are vague, they will be renegotiated later under pressure — usually during your busiest month.
Questions worth asking
Ask what happens when volume doubles. Ask who covers a specialist's leave. Ask how access is granted and revoked. Ask what the handover looks like if you end the engagement.
Good answers are boring and specific. Vague answers are the actual risk.
