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You’ve finished delivery. You need to tie up all loose ends – and get the customer to sign-off that you’re done and to pay you that final invoice.

Here’s where companies leave gold on the table: they don’t follow through to get customer feedback. Eager though you may be to get to the next job, spend some time with the customer in a structured interview process. Make this review meeting separate from the final meeting with the delivery team.

You’re bound to uncover opportunities for new business with this customer: get permission to use it as a reference or to build a case study, testimonial or press release; get introduced to another part of the organization or to contacts it has and will refer you to. You also get feedback on the project and how it went – what the customer liked about working with you, what it didn’t like or would’ve appreciated more of, how to improve your relationship with it – and with other customers.