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___________________________________________________________________________________________ ___________________________________________________________________________________________ Business Consulting Quality Assurance Procedures Guidelines PAGE 1 January 1997 APPENDIX 4 - Client Expectations Agreement Sample letter which may be reviewed with the client to reach agreement on initial client expectations. We are pleased to have this opportunity to present our Client Expectations Agreement. As you know, it is the result of in-depth discussions with you and a comprehensive review of our service process. It is our intention to use this agreement as the platform for delivering the world class service you deserve. Each member of your client service team is committed to delivering outstanding value to (Client Name). While we will continually monitor our progress against the standards in our agreement, we ask that you provide any comments or suggestions to any member of your team throughout the engagement duration. The parties will work diligently to achieve these mutual expectations. We look forward to servicing you. Very truly yours, Our Agreement Through our discussions with you, we have become aware of several expectations which you have of us. We are committed to meet your expectations in the following areas through the action steps outlined. Your Expectation Action Step Expectation 1 Action step 1 Action step 2 Action step 3 Expectation 2 Action step 1 Action step 2