Call me to discuss the customer success story you want to document, and I’ll follow up with a free, no-obligation quote on the project. Then I’ll contact your customer and your sales manager in charge of the account to set up interviews, and study any available information on the product or service involved.
I like to interview the account salesperson to get the “back story” on the project before interviewing the customer. This helps to improve the customer interview by making my questions more insightful and probing.
After I’ve completed my interviews and compiled my notes, I’ll draw up a detailed outline or “story board” for the case study and submit it for your approval. This lets you review my concept and request changes on anything you’re not happy with – so we’re both comfortable with the direction I’m taking – before I start writing.
Once I have your approval on my story board, it’s all on me for a while. I may contact your customer or sales manager for small clarifications, but mostly, I’ll be writing and editing. I’ll deliver my polished draft by our deadline, with suggestions for illustrations included.
Then it’s your turn. You review my draft and note any changes you want made. I promptly make any revisions you request, according to your instructions, at no additional charge. I’ll also make any revisions requested by your customer, to help you gain their approval of the finished piece.