On the client side, the company now includes a section in their contract that spells out exactly how they will (and implicitly will not) interact with the client. For most clients, this means a regular phone call to provide updates and answer questions that is immediately followed up with a written document that captures everything discussed. Sean’s cofounder, who manages these relationships, was terrified that their clients would be irate to learn that their access was being reduced. This fear was unfounded—the clients turned out to appreciate the clear expectations. “They are absolutely much
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