↘ Stage 07 / 13

CLIENTS.

THE CS BIBLE

OWNED BY CLIENT SERVICES

We are the source of truth for clients and internal teams — the CS briefing flow, meeting rules, feedback loops and payment terms.

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↘ THE ROLE

WE ARE THE SOURCEOF TRUTH FOR CLIENTS& INTERNAL TEAMS.

We drive projects forward rather than waiting for direction. We make informed recommendations and decisions, rather than purely relaying information. We are project managers, as well as relationship builders. High quality delivery is at the forefront. Client growth is the overall goal.

@PARADISELONDON

↘ STEP BY STEP

THE CS BRIEFING FLOW.

01Brief inReview & assess whether sufficient.

02Agree KPIsWith the client, up front.

03Share with core teamCall out insights.

04Lock in wider teamCreative, strategy, AS.

05Lead internal kick offGather queries.

06Kick off with clientShare OA and SOW.

07All items in AsanaDocs in Drive.

08GoRegular check-ins. Deliver to client.

↘ AMENDS

FEEDBACK & APPROVALS.

When clients provide feedback, assess whether it all makes sense. If not, or there are gaps, push back to the client or hop on a call to make sure everything is 100% clear before it goes to the creative team. All feedback loops go via Asana, with Slack or verbal notification to the creative team on top.

Typically 3 rounds of amends
Always check yourself before client
All creative approved by Carly first
All client approvals in writing
No silent compromises on scope
Asana holds the source of truth

↘ THE ROOM

MEETINGS.

01PARADISE TEAM IN THE ROOM 10 MINS BEFORE THE CLIENT.
02CAMERAS ON. ACCOUNT LEADS RUN THE CALL.
03CLEAR PURPOSE AND AGENDA SHARED IN ADVANCE.
04LIMIT ATTENDEES. ONE PERSON LEADS.
05ALLOCATE TIME SLOTS (M15, M30, M45). START AND END ON TIME.
06END EVERY MEETING WITH DECISIONS, NEXT STEPS AND OWNERS.
075–10 MIN INTERNAL DEBRIEF AFTER EVERY CALL.

↘ THE MONEY

PAYMENT TERMS.

Standard payment terms are 30/70. For larger / long-term projects we push for alternatives, e.g. 30/30/40. If budgets change considerably throughout the project we have a meeting with team leads to rework what's possible. We work out percentage of project profit and management fees — not just eat into creative. Creative shouldn't suffer.

Standard terms: 30/70
Push for 30/30/40 on larger / long-term projects
Rework with team leads if budgets change considerably
Protect creative — profit and management fees first