Processes
What are the daily sheets/channels you close?
cs visual
cs copy
daily tasksheet
I got a brief, how do I take it forward?
depends on the brief, if its small - take it up with the internal team. If its not, take it up with the HODs and we can close it asap
you just got a new client! Whooo! how do you ccommincate with them
Depends on a client - we tend to have a casual but formal tone. But once you know your client, you can change your TOV based how they work
What’s our TOV
Helpful, polite and semi casual
What do you ask in a kick off email?
- introduce yourself
- ask for log in creds
- ask for gst certificate
- all POC number and email adresss
- any offers or campaigns running
- dump of previous images and videos
- logo files
- important points to remember if any
What is the calendar process?
at the end of the month, we ask the client what they want to focus on the next month. Post that, we look at what our main buckets will be. We have a meeting with the digital and copy team to see what worked/didnt work the previous calendar month and work on formats that did. We have a final meeting where we overlook all items and share with client.
You just got a brief, the client wants it in the next 3 hours, how do you react?
see if we can push it - we have a mandate to ask for 24- 48 hours for items, so if we can push it, lets do that
if not, talk to the creative team to estimate the earliest they can give it to you and then get back to the client. If not, consult the HODs
The client has requested for something, but you aren’t sure how to do it, or how to respond
acknowledge the request, say you will look into it or you are checking back. That way the client knows you are looking into it even if you dont have answers right away
You made a whatsapp group, now what?
2. Add the boys, me, saroj and Saakshi on all groups - so if theres something thats being escalated, we can jump right in
3. if there are any docs, link it on the group description
How do you structure a MOM?
we try to send MOMs intenally and externally within 48 hours of the meeting
structure it task/campaign wise and mark the people required for all. Once shared, try and follow up on it within another 48 hours of sharing
How do you request for a comp off/holdiay/wfh
we do everything on keka, i do require a 48-24 hours head up before applying, so that your second in charge can be briefed appropriately. If you are working weekends, 4+ hours is half day 8+ hours is full day. you will have to inform in case of working a weekend. If you are working late (brief/feedback to have come post 5) you can come in late the next day (cant be carried forward) by 11.30 - you can regularise your attendance in this case
The TAT is too long, or you just think the team is not on the same page as you are, what are your steps?
Talk it out with the person mentioned - see if you can work out a better work process, if that still isnt happening - reach out to either HOD to see what can be done
The client has gotten angry about something that we forgot to look into
buy time - tell them it;s still being closed internally and not up to the mark, but its on high priority. Just reassure them that there is progress, but as it didnt hit internal QC, its not being shared
Can you double text?
absolutely ! Please feel free to double/triple text
please feel free to DM as well, but ideally keep all messages on the group so the team is aware how to pick up the work if you are unavailable
What is an email Signature and how to you get one
we all have emailer signatures, please ensure yours is up to date - you can copy mine from any email shared and paste it on your email signature settings on gmail
What are monthly documents you need to look into
we look into the following
1. Reports - ensure they are shared before the 7th of every month
2. Additional billing sheet - so that accounts can appropriately bill the clients
3. Reimbursement forms - can be done immediately or monthly basis
An item has come on a Saturday evening, what do you do?
Push it if you can, if you cant, reach out to the designer but keep me informed of any work that’s happening
if the designer is also not available, reach out to Vijan/Sakshi and see where we can take it from there
The client is going back and forth on ideas or not responding at all
not responding at all - tell them If there is no response in the next 2 hours, you will take it live - tag them in that message
Can you say no?
yes you can, but run it past HOD if you think the no is a big deal, so i have an understanding of why its being said and jump in if there is an issue with the client
What do you add in a closure email
- thank them for the oppurtunity
- share the final reports and invoice
- share login credentials
- wish them luck!
You are leaving a brand, what do you add to the handover doc?
These are the items you can add
1. POC contact details
2. Credentials
3. On going campaign details if any
4. Last 5 month reports
5. General pointers to the brand
6. Links to image dumps if any
7. TOV for brand
You have given a brief to the team, and you see the final result and its not what you or the client expect, what do you do?
look for a refernce, if theres a disconnect in the brief, a visual cue will help. Have a brainstorm to see what can be done immediately and move from there.
Red alert, client has disliked all items and just is unsure of what they even want
Arrange for a call - get saakshi or me or saroj on the call and see what we can do
Can you share something im not satisfied with?
Ideally no,
but if push comes to shove, you can share the file, mention its WIP and the changes you are looking to close
You are at an in person meeting, how do you take it forward
1. Keep an agenda ready and share with the client if needed - this helps both parties understand what is to be discussed
2. Wear formal/semi formal
3. Carry a book to take notes
4. Ask about the business, how its been doing, how things are, whats working and whats not working (in their opinion)
5. Take some reports if possible to show growth