Client Process

This document outlines the general process for on-boarding and working with clients.

[1] Hustle
Networking events, conferences, cold calls. Try and get people on the email list.

[2] Courting
A client has expressed interest and contact (phone or email) has been made. We organize a meeting/call with a prospective client. Ideally 30-60 minutes. After the call we:

Check in

  • Is the work aligned with our goals/values?
  • Interesting?
  • Do we have time?
  • Can we actually accomplish it?

If yes to all of the above, proceed to next step. Otherwise, email the client to inform them we will be passing on their project and whenever possible, provide them with information for someone who can help them.

[3]Onboarding
The project and client seem great! Now we need to get their project set up on our end.

Start new project process

  • If this is a new client

    • Create client entry in group table.
    • Add Client to Freshbooks
    • Add Client folder to Drive /_client/
    • Create a new service agreement from template
      • Add entry to the service agreement table

  • Create containers for the work ahead.

    • Create project in the projects table.
    • Make a new project folder in the drive under /_projects/.
      • To name, use client shorthand and project hashtag (eg ggw-handbook)
    • Link project folder to client folder
    • Create _admin folder and add the following:
      • Blank project timesheet, new from the template.
      • Boilerplate contract, new from the appropriate template.
      • Add any boilerplate contractor contracts.
      • Create a new process document, copied from the template.
    • Create a Slack channel for the project.
    • Add their email address(es) to the email list.

  • Add Project to Freshbooks

    • Add members and contributors to project

Proposal process

[1]Update the timesheet to outline the phases, action items, and estimated times of all the project’s main components.
[2]Create project proposal from the timesheet.

  • Write work contract preamble and set date.
  • Write project overview.
  • Write scope (based on timesheet).
  • Calculate price quote.
  • Update signature dates under acceptance section.

[3]Submit to project Slack channel internal review.

  • Amend comments and suggestions.
  • Make changes.

[4]Download PDF version of proposed contract and to the client with a basic introduction to its contents.

[5]Revise and repeat steps 1-4 as needed.

[6]Update the process document with headers that match major steps in the timesheet.

[4] Prep Work (onboarding cont.)
Once the project proposal has been signed we begin work in earnest.

  • Assign Coherence Holder (default: KF)
    • Add coherence holder to trello card on project board
  • Block out timesheet tasks and divide labor commitment into calendar chunks
  • Add client and/or project to Freshbooks
  • Check in with the team, inform others that work is ready to start and go over major deadlines.

[5] Work
Work follows the timesheet for the most part along with documentation and client follow up. Where/when necessary, the timesheet can be adjusted. Assuming we have time tracking software, actual time won’t be tracked here. We’ll be using the timesheet to keep on top of tasks and measure our estimates against our actual hours worked at the end of the project.

❑ Weekly client check-in

  • Send an email or make a phone call after the weekly standing meeting to update client on the project. Offer clients with projects at least one month long the opportunity to have 15-30 minute phone/hangout check-ins every week at a regularly scheduled time for the duration of the project.

❑ Monthly client check-in before invoice

  • Email or phone the client before sending an invoice (this can replace the weekly check-in) to update them on project and review what has been done. Clients with ongoing work will receive invoices every month.

❑ Invoicing
See completion section below for how to invoice monthly.

❑ Add to process document

  • As work is done, add to the process doc:
  • Design mockups
  • Problem solutions
  • Notes on functionality
  • etc.

[6] Completion
Once the scope of work has been completed we wrap up the project.

❑ Convert process document into project report
Clean up process document and export as PDF for client. This is billable time, so record your hours.
Publish project report as blog post. Not billable. The deadline for this is flexible, so long as it’s published by the end of the following month. Sooner is—of course—better.

❑ Send invoice
Request contractor hours and add them to the invoice for the appropriate client. We bill clients $110/hour regardless of who does the work.

Timeline for invoicing

3rd business day: Contractors must have their hours/timesheets in for the previous month.  

4th business day: Clients are invoiced for all outstanding hours and expenses, including contractors. If contractors haven’t turned in their hours, inform the client that they’ll be receiving another invoice next month. After a project is finished, a contractor has a 1 month grace period to turn in all outstanding timesheets. Any timesheets submitted more than 1 month after the completion of a project are subject to not being paid.  

15th business day: Clients must be paid up. If they aren’t, nudge them gently.  

15th business day: Contractors who had their hours in on time are paid. Late timesheets are rolled into the next month’s pay.  

Next to last business day: Email the client to let them know the project status and remind them an invoice is coming.  

Next to last business day: Remind contractors that they need to turn in hours by the 3rd business day.

Last business day: Clients with outstanding invoices should be reminded that a late fee will be added to their old invoice along with any new charges for this month’s work.

❑ Celebration ritual
[TBD]

❑ Clean up project
Post the project report as a blog post if you haven’t already.
Archive the project folder.
Archive the Slack channel.

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