Commit d615d599 authored by Mike Dunninger's avatar Mike Dunninger 🌴
Browse files

Make it more clear that two meetings are being discussed and add guidance...

parent de145b72

content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/ase-workflows-and-standards/introductory-meeting.md

+9 −2
Original line number Diff line number Diff line
@@ -57,7 +57,7 @@ to maintain professionalism and avoid undermining confidence. 
discuss matters thoroughly before considering the need to involve other

resources.



## Structure

## Customer Introductory Meeting Structure



1. Introduce yourself

   1. Tell them your name
@@ -90,8 +90,15 @@ resources. 
   1. Determine whether it would make sense to use a

     [collaboration project](../../../../customer-success/csm/customer-collaboration-project.html)

     to track any long-term plans

1. Agree on a schedule for a regular meeting - either weekly or every other week -

   to be used for:

   1. reviewing the work you've done since the previous meeting

   1. setting priorities for the work you'll do before the next meeting

   1. agreeing on what you will not do before the next meeting, and whether

      that work can wait or needs to be done by someone else

   1. discussing upcoming projects, tasks, changes, time off, etc.



## Tips

## Customer Introductory Meeting Tips



1. State clearly to the account team when the meeting is being scheduled that

   the ASE will run the meeting and that they will use the entire meeting for

content/handbook/support/enhanced-support-offerings/offering-assigned-support-engineer/working-with-ases/account-teams-working-with-ases.md

+3 −3
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@@ -27,7 +27,7 @@ long-term success, the ASEs need the Account Team's help: 
      meeting

      - The ASE will facilitate this meeting

      - The ASE will base the agenda off of the

        [Introductory Meeting template](../ase-workflows-and-standards/introductory-meeting.html/#structure)

        [Introductory Meeting template](../ase-workflows-and-standards/introductory-meeting.md/#customer-introductory-meeting-structure)

      - We welcome Account Team participation in the meeting so that you can

        stay well informed about the ASE's work and also so that the customers

        can see that we really are a team.
@@ -37,7 +37,7 @@ long-term success, the ASEs need the Account Team's help: 
        briefly, and we will mention that there will be a second meeting

      - The second meeting will be conducted as described above, with the ASE

        facilitating and the agenda being based off the

        [Introductory Meeting template](../ase-workflows-and-standards/introductory-meeting.html/#structure)

        [Introductory Meeting template](../ase-workflows-and-standards/introductory-meeting.html/#customer-introductory-meeting-structure)



### New ASE introductory meeting
@@ -45,7 +45,7 @@ When it becomes necessary to introduce a new ASE to an established ASE account, 
such as when the existing ASE moves into a new role, we will want to host an abbreviated kickoff-style meeting. In this meeting:



1. The new ASE will build the agenda with a focus on the first two main items

   in the [Introductory Meeting template](../ase-workflows-and-standards/introductory-meeting.html/#structure)

   in the [Introductory Meeting template](../ase-workflows-and-standards/introductory-meeting.html/#customer-introductory-meeting-structure)

1. We will ask that the CSA participate in the meeting in order to help the

   transition to be as smooth as possible. This also provides an opportunity

   for the CSA and ASE to ensure that they know the customer's GitLab plans and