Customer promises

How do you avoid forgetting what you promised a customer?

To avoid forgetting what you promised a customer, a Muzau agent picks up the commitments made in the meeting's Granola note, each with its exact sentence, and dates those whose deadline is stated simply (tomorrow, Friday, in 3 days). The day before the deadline, you get a reminder by email and in "To do". You keep the promise: it closes as soon as you write to the customer from a mailbox Muzau reads.

Why promises made in a meeting get forgotten

In a meeting, promises come naturally: "I'll send you the sheet tomorrow", "I'll call you Friday with the lead time". They are said in passing, in the middle of everything else, and rarely written down as tasks. By the evening, one or two are still in your head; the third is already gone.

For the customer, that is often the one that matters. They are waiting for the document you announced, and every day without news weighs on the trust they place in you. The salesperson keeps the relationship and keeps their word; what the agent takes on is the memory of what was promised, and for when.

How the agent goes about it

Input

The Granola note from the meeting

It does

Picks up the promises, each with its exact sentence, and dates them when the deadline is stated simply

It delivers

A reminder the day before the deadline, and a promise that closes when you write to the customer

Every customer promise picked up with its exact sentence

After the meeting, the agent reads the Granola note and spots the commitments made, by the salesperson as well as the customer: sending a document, calling back Monday, passing on a quote. Each keeps the exact sentence that states it. A sentence that cannot be found word for word is discarded, and an idea floated during the conversation does not count as a promise. When it is the customer who made the promise, the agent can follow up after the deadline: see the customer promise not kept.

A dated promise when the deadline is stated simply

The agent dates the promise from the day of the meeting when the sentence says "today", "tomorrow", "the day after tomorrow", "in 3 days", a day of the week, or a full date written in figures, with the day, month and year. The date is read from the sentence: the AI never chooses it. A promise without a clear date, such as "end of the month" or a date written out in words, becomes a "Promise to follow" card: it stays in front of you, with no reminder or follow-up.

A reminder the day before the promised deadline

The day before the deadline, in the morning, the salesperson gets a reminder by email and in "To do", with the promised sentence and the date. One reminder per promise, none for a promise made on the day of the meeting itself, and none if it has already been kept. When several salespeople share the account, each connects their own Granola and receives the reminders for their own promises. For a promised quote, Muzau prepares the proposal from your template, if you have uploaded one (see the proposal after a meeting); when it is ready in "To approve", the reminder says so.

The promise closes when you write to the customer

As soon as the salesperson writes to the customer after the meeting, from a Gmail or Outlook mailbox that Muzau reads, the promise closes and the pending reminder is withdrawn. Muzau looks at who wrote to whom, and when, not at the content: an email from the salesperson to that customer closes all their promises to them. A prepared proposal, on the other hand, only closes if your email attaches the PDF or the Slides link. On the morning of the next meeting, if it is in your connected Google Calendar or Outlook calendar, an email brief picks up the promises and their status: see preparing a meeting with a customer you have already met.

Keeping your customer promises: five habits

A promise that gets forgotten is often a badly worded promise. These habits work with or without a tool.

• Say a day, not an intention. "I'll send it Thursday" can be kept and checked; "I'll get back to you soon" is never quite kept.
• Restate it before leaving. Use the last two minutes of the meeting to repeat who sends what, and by when. The customer corrects you if needed.
• Write it in the recap. A promise that appears in the same-day email becomes a commitment both sides can reread.
• Promise what you will deliver before the deadline. Better to announce Friday and send Thursday than the other way round.
• Warn before, not after. If you cannot keep it, a word the day before keeps the trust: "The quote needs one more day, you will have it Monday." Silence the next day costs it.

For a quote promised in a meeting, give a precise day rather than a vague timeframe, close enough that the customer still has the conversation in mind. If the pricing needs more time, say so in the recap with the day it will arrive: a deadline announced and kept is worth more than a quote promised fast and sent late.

What it does not do

• It only tracks promises from a Granola note with a single outside participant: a note forwarded by email, or a meeting with several outside participants, yields none.
• It does not date "end of the month", "next week" or a date written out in words: the promise stays on a card, with no reminder.
• It does not read your emails to judge whether the promise was really kept: it only checks that the salesperson wrote to the customer, from a mailbox it reads.

Frequently asked questions

How long should it take to send a quote promised in a meeting?

The timeframe you gave the customer, and better still a precise day announced before leaving. When the salesperson promises a quote in a meeting noted in Granola, Muzau prepares the proposal from your template, and it waits for your approval in "To approve"; with no template, you get the quote request as text, to price.

How do you remind a customer of what they promised in a meeting?

With a short, courteous follow-up, the day after the date they gave, on that one promise. When follow-ups are set up, a Muzau agent sends it if the customer still hasn't written, once only, alone or after your approval.

How do you know whether a promise made to a customer was kept?

With Muzau, a promise closes as soon as an email from the salesperson goes to the customer after the meeting, from a mailbox Muzau reads, and the pending reminder is withdrawn. Muzau looks at who wrote to whom, not the content: check yourself that the promised document was attached. For a proposal prepared by Muzau, the email must attach its PDF or the Slides link.

How do you track the promises of several salespeople?

With Muzau, each salesperson connects their own Granola to the company account, and each receives the reminders for the promises they made. Inviting colleagues requires the Pro plan.

How do you find what was promised in an earlier meeting?

In Muzau, the "Your meetings" page lists the meetings you noted in Granola over the last 7, 30, 60 or 90 days, with the promises spotted. On the morning of a new meeting with the same customer, set up by Muzau or entered in the connected calendar, an email brief also picks up their promises and their status.