We work from our room on Jalan Haji Taha and from client offices around Malaysia. The preparation is the same. Someone must own the calendar. Staging should resemble production for the journeys in scope. We need a test customer that can actually complete those journeys, not a stub that skips KYC.
Bring one recent dispute or incident, even if it was small. A real ticket teaches us how your tools behave when someone is unhappy. A slide about ‘customer centricity’ does not.
You do not need a war room. You do need replies within a working day when we are blocked on access. Most delays in our calendar come from waiting for a VPN profile or a forgotten sandbox credential, not from the writing.
If the week will be remote, agree screen-share slots in advance for the walkthroughs. Asynchronous screenshots miss the mutterings that tell us which error everyone already knows about and has stopped filing.