Usage and our next check-in

Hi Saskia, I wanted to write before our next check-in rather than spring it on you on the call. Looking at the activity over the last few weeks, fewer people at Delancey Haig have been using the brain than earlier in the autumn. You have licences for 40 users, and the number logging in regularly is well below that and has slipped further since the last time we spoke. I don't want to read too much into a period that included the holidays, but I would rather ask than guess. How is the team finding it? Is it a case of people being tied up with year-start work, or is there something about the way the client views are set up that is putting them off? There were no tickets from your side, so I have nothing from the helpdesk to go on, which is partly why I'm asking you directly. Could we find thirty minutes this week or early next? I'd like to hear it from you first. Best wishes, Daniel

Daniel, Thanks for flagging it, and no, I'm not going to tell you it's all fine. It isn't. Part of it is the time of year. Two of the directors have been out on client visits and a couple of the team have been on the contractor-invoice backlog, so the brain has dropped down their list. But that's not the whole story. A few people tried it, didn't get an answer straight away that matched what they already knew, and went back to their spreadsheets. That's on us to fix as much as on you. I think what would help is something short for the directors: three or four questions they should be asking before a client review, and where the answer lives. What did the client actually say? What's open on invoices? Anything in complaints? I can do Monday if you're free. Late morning is good. Best, Saskia

Hi Saskia, Thank you, that's really helpful, and I appreciate you being so open about it. It's much easier to work with than a polite silence. I like the idea of a short set of questions for the directors. I'll draft something this week based on how your own client reviews tend to run, and send it across for you to cut down. If it needs more than one page, it's too long. On the call itself, I'd suggest we use the time to look at two or three of the client views together, so we can see where an answer comes back that doesn't match what people expect. That will tell us whether it's a set-up problem or a habit problem. I've put a hold in my diary for this afternoon so I can send you the invite as soon as you confirm the slot. I'll come back to you once I've got the draft questions ready. Best wishes, Daniel On 24 Jan 2025, at 14:44, Saskia Mendes wrote: > A few people tried it, didn't get an answer straight away that matched what they already knew, and went back to their spreadsheets.