Chapter guide
Agree on the goal, participants, data use and access. Recheck sales commitments: who made them, how the customer understood them and what supports them now. Do not silently accept a promise you cannot yet substantiate.
A one-page agreement can state responsibilities, decisions requiring separate approval and pause authority. Sponsors, frontline staff, data owners and operations may hold different permissions; check each.
Share progress as agreed, restate concerns accurately and disclose bad news promptly. If trust is damaged, return to the specific commitment: what was missed, what happens now and when the next update will arrive.
Discussion question
Which of observation, recording, retention and use does your access permission cover?
Related exercise
Follow the related lesson below and try its exercise. Use the linked template to record your judgment, evidence and open questions, then revise with the checklist. With a partner, check which parts of each other’s work need clarification.