Audience & what each needs to see Meredith: that Sunday phone calls stop. Tanya: that the invoice is the same every month. Dave: that we're competent and not replacing him. Rob (dialling in from Ironbend): that someone finally cares about his VPN. Menu offered up front "Three things we could spend the time on — the security and insurance piece, what happens when someone logs a ticket, or the reporting you'd get each month. Which order?" They chose tickets first, which told us more than the demo did. Situation slide (3 minutes, before anything is shown) The six discovery findings on one slide, in their words, with the dollar figures they gave us. Ask: "Is that a fair picture, or have we missed something?" Meredith corrected one number upward. That correction is worth more than the next thirty minutes. Segment 1 — the ticket journey (outcome first) Start at the end: Rob's laptop issue, resolved, with the timestamped record. Then work backwards through how it got there. Not a tour of the portal. Segment 2 — the insurer's checklist Their actual insurance requirements as a checklist, ticked against what's in the proposal. Aimed squarely at Meredith; forty seconds; no product screens at all. Segment 3 — the monthly report Tanya would receive One page. Same number every month. Show the variation line and explain when it moves and why. Planted conversation prompts After segment 1: "Dave, is that how you'd want it escalated to you, or would you want it earlier?" — brings the champion into the design in front of the buyer. Backup plan Recorded ticket walkthrough on a local drive, plus PDF of the monthly report. Named before the meeting, not improvised during it. Close Recap of what was agreed as valuable, the three things Dave asked to be changed in the scope, and the date the draft goes to their lawyer. In writing, same day, 4:40pm.