Chapter Eight: Trust the Process
The three promises that we make to our clients are critical for all of our interactions internally as a team, as well as externally with our clients. I developed these three promises after being frustrated with other companies’ customer service. If you spend some time with me, you’ll undoubtedly hear me talking about customer service and why ours has to be better than our competitors’.
First, we set reasonable expectations and promise we’ll meet them (and we don’t promise what we can’t deliver). The second is that we’ll complete all aspects of the job and you won’t have to ask us twice to do something. Third is that we’ll keep you informed every step of the way, so that you know where your project is and the status of any changes and deadlines.
In conjunction with those three promises, we also adhere to a strict five-step productions process. We’ve built the foundation of this company on these promises and our process. It’s the most important thing that we do every day.
At Switch, we take every client through the same process from start to finish. Ideally, this progression will start and finish in five weeks.
Before I explain these steps in detail, it’s important to note that before we begin any new project, our clients need to agree to our production process in writing. We’ve learned that buy-in is an absolutely essential element in every successful project.
We also ask them to commit to using web-based tools like Google Docs, Basecamp, and Proof HQ, so that things keep moving forward smoothly and efficiently.
With today’s assortment of devices and platforms to share information and images, clients should be able to access anything, any time. So it doesn’t matter whether you’re on a desktop, laptop, tablet, or Smartphone, we’ll make sure we’re connected. And that includes whatever language you need to speak to your audience in.
It’s all part of the service.
76% of marketers plan to add video to their sites in 2012, making it a higher priority than Facebook, Twitter, and blog integration. – Social Media Examiner, April 2012