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How to run a successful client kickoff call

5 May, 2023 · 5 min read·Client intake
How to run a successful client kickoff call
Learn how to start off any client relationship on the right foot with our guide to running a successful client kickoff call. Discover tips for effective communication, setting expectations, and establishing trust.

Kickoff calls are critical to any successful project, but they’re often overlooked or treated as a mere formality. A well-planned and executed kickoff call can set the tone for the entire project and lay the groundwork for productive communication and collaboration with the client. On the other hand, unfocused calls can be ineffective. This is something to avoid, considering that more than 65% of workers get distracted during virtual meetings.

Read on for tips on preparing for kickoff calls, engaging with clients on the call, and following up for continued success. With these guidelines, project managers can ensure that their kickoff calls are productive and set the stage for a successful project outcome.

The importance of kickoff calls for project success

Effective project management requires attention to detail, strong communication skills, and a comprehensive strategy for success. One of the most important steps in this process is the kickoff call. This is the first meeting between project managers and clients, where all parties can establish a clear understanding of goals, expectations, and timelines.

Building a strong foundation during the initial stage of the project through a productive and effective kickoff call sets the tone for a seamless and successful partnership.

A kickoff call helps the project manager understand client needs and requirements while also providing clarity of expectations throughout the project. Without a thorough kickoff call, misunderstandings can arise that may cause future conflicts and delays. That’s why it’s essential to establish an understanding of the scope of work and project goals from the beginning. This helps both the project manager and the client avoid discrepancies and ensures there is a shared understanding of the project objectives.

Moreover, a successful kickoff call helps strengthen the relationship between the client and the project team. It is when clients get to know team members and the style of communication they will use throughout the project. Building a positive relationship from the offset greatly impacts project success as collaboration on a project becomes more effective when parties have built trust and acknowledge each other's capabilities.

Kickoff calls ensure from the outset that everyone involved in the project shares a common goal and vision. They also help establish guidelines for successful collaboration throughout the project. A clear and concise communication plan helps the project remain on track and establishes a foundation that supports successful outcomes. Therefore, both project managers and clients need to take time and hold productive and effective kickoff calls to set the project up for success.

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Preparing for the project kickoff meeting: setting the stage for a productive discussion

Before the call, the project manager should ensure that everyone involved is well-prepared and well-informed. This includes the team members who will be handling the project. This also includes any stakeholders who may be involved in the project.

Set expectations

One of the most important factors in preparing for the kickoff call is setting expectations. The project manager should clearly communicate what the call will be about, what will be covered, and what the goals are. This helps everyone involved understand what they need to prepare. Setting expectations upfront also helps minimize surprises, which can lead to frustration and delays later on.

Gather and organize information

Another critical aspect of preparing for the kickoff call is collecting and organizing all relevant information. This includes any background information, project requirements, deadlines, and any other project details. Having this information organized and easily accessible will ensure everyone understands what needs to be done.


Make sure that everyone is on the same page concerning expectations for the project timeline. This means communicating deadlines, deliverables, and any other time-related constraints or commitments, so the project stays on track. Plus, it ensures everyone is working toward the same goals. By properly preparing for the kickoff call, the project team can set the stage for a productive and successful project.

Structuring project kickoff meetings: tips for an effective agenda

Structuring the kickoff call is an essential step toward outlining the project scope and establishing clear priorities among the project stakeholders. A well-structured kickoff call should include a detailed agenda that outlines the objectives, timelines, resources, and various logistical considerations relevant to the project. The kickoff meeting agenda helps frame the discussion and ensures that all participants have a clear understanding of the project's goals and milestones.

Breaking down the call into segments

When structuring the kickoff call, it is essential to break the conversation down into manageable segments. An effective way to do this is to set a time limit for each discussion point. This way, the team can stay on track and avoid spending too much time on any one issue. All participants must understand the agenda. They must also come prepared with any relevant questions or concerns.

Identifying decision-makers

Another critical aspect of structuring the kickoff call is to identify the key decision-makers and ensure that they are available to participate. The decision-makers must be informed and engaged throughout the discussion. This is to ensure that they are aligned with the project's goals and that their inputs are incorporated into the final product. It is also essential to ensure that all critical stakeholders are present. These include end-users or subject matter experts. Having all stakeholders there ensures that the project's needs and requirements are appropriately addressed.

Allowing for open discussion

Structuring the kickoff call should allow for flexibility and adaptation as the conversation progresses. As new ideas and concerns come to light, allow for open discussion. You must also be able to adjust the agenda accordingly. The structure of the call should support a healthy and collaborative dialogue amongst the stakeholders, encouraging active participation and problem-solving to ensure a successful project outcome.

Engaging with clients: best practices for communication and collaboration

When engaging with clients during a kickoff call, it is crucial to establish open and frequent communication channels. This means being responsive to client inquiries and addressing concerns promptly. Listening carefully and understanding their unique needs helps establish a strong relationship and foster trust. Conduct regular progress reports and check-ins. These can help build trust and ensure that everyone is on the same page.

Collaboration during a kickoff call is critical to ensure project success. This means working together to establish expectations, outline goals and objectives, and understand each other's roles and responsibilities. Encouraging collaboration throughout the project can also help ensure that everyone is invested in the success of the project. Regular status updates and progress reports can help keep everyone informed and involved.

When working with clients, maintain professionalism and avoid confrontations or negativity. But what about when challenges arise? Then it is important to remain calm and address concerns with a level head. Focus on having a problem-solving approach. This can help you identify the root cause of issues and potential solutions. Staying positive and respectful toward clients can help foster a productive and respectful work environment.

Another effective strategy for engaging with clients is to establish regular touchpoints and check-ins throughout the project. This helps ensure that everyone is aligned and that no issues or concerns are left unresolved. Establishing a cadence for meetings and status updates can also help keep everyone on track and ensure that deadlines are met. By establishing regular communication channels and fostering collaboration, clients can remain engaged and invested in the success of the project.

Handling challenges on the call: tactics for diffusing tension and addressing concerns

It is not uncommon for kickoff calls to present challenges that may compromise the effectiveness of the call. As a project manager or member of the project team, you need to be prepared to handle any challenges that may arise on the call.

Tension between project team and client team

One common challenge that may arise on the call is tension between project team members or between the team and the client. It is important to address any tension or conflict immediately but in a professional manner. Use active listening skills to understand everyone's perspective and work to find a solution that satisfies all parties involved. Keep in mind that diffusing tension and addressing concerns go a long way in building trust and rapport with the client.

Difficult or unresponsive clients

Another challenge that may arise is dealing with difficult or unresponsive clients. In such cases, remain patient. You need to persevere in getting the necessary information. Ask open-ended questions and actively listen to the responses. If necessary, consider breaking down the project into smaller tasks and setting clear deadlines to ensure that communication remains open and all parties are on the same page.

Have a backup plan

Another tactic for addressing challenges on the call is to have a backup plan in place. Let’s say a client isn’t able to provide necessary information on the call. You need a plan in place to follow up with them after the call. Similarly, if there is a technical issue that prevents effective communication, have a backup mode of communication in place. Set up email or instant messaging to ensure that the conversation continues.

Follow-up: next steps for continued success after the kickoff call

Send a follow-up

Once the kickoff call has ended, it's crucial to follow up promptly to ensure that everyone is on the same page and that the project can proceed smoothly. A follow-up email or message can be a helpful first step and should include a summary of the discussion and any action items discussed or agreed upon. You can also provide notes or a recording of the call. This gives everyone access to the same information and they can review it at their own pace.

Regularly communicate

Going forward, establish regular communication with the client and project team, whether through regular check-ins or scheduled meetings. This will help maintain momentum, provide opportunities for progress updates, and address any challenges. Establish clear lines of communication and expectations from the outset. This can also help avoid misunderstandings and promote a productive and collaborative working relationship.

Track and monitor progress

To ensure the project stays on track, it's important to track progress and regularly assess whether goals and milestones are being met. Periodic reviews can help to identify areas for improvement and enable adjustments to the project plan and timeline as needed. Additionally, regularly soliciting feedback from clients and team members can help to identify strengths and weaknesses in the project process, and facilitate ongoing improvement and optimization.

Celebrate milestones

Celebrate your successes and acknowledge milestones along the way! Taking time to recognize achievements and commend contributions can help to boost team morale and maintain motivation. This can be as simple as sending a congratulatory email or note or sharing positive feedback with the team. By recognizing and valuing the efforts of all team members, you can help to create a positive and productive work environment that supports continued success.

Engage your clients with the right tools 

An effective kickoff call is necessary for successfully laying out the groundwork for your project. It ensures that your team and your client are on the same page, but that’s not the only way you can create a seamless experience for clients, both potential and existing. 

For instance, using client intake forms before onboarding customers is a great way to see if they’re the right fit for your business. Meanwhile, online scheduling lets clients book appointments with you without the hassle. Make the most of client intake forms and online scheduling built into your website with B12. Our solutions allow you to provide the best experience for your clients and help your team stay aligned and work more efficiently. 

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