Summarising decisions and agreeing next actions

Reserve the last five to ten minutes for a summary, even if the conversation is going well. Many virtual meetings end abruptly when the next call starts, without any agreement on what happens next.

Summarise three things: what you learned, what was decided, and what remains open. Then agree actions with an owner and date for each, including actions for the customer. Shared actions show commitment on both sides and are a better signal of a real opportunity than polite enthusiasm.

Ask a checking question: "Is there anyone else who should see this summary?" or "What could stop this moving forward?" The answers often reveal hidden stakeholders or concerns.

Send a written follow-up the same day: the objective, key points in the customer's words, decisions, and the action list. Keep it short enough to read on a phone. If you promised material, attach it or say exactly when it will follow.