Here at Trove we’ve learned that effective communication and collaboration are what builds a successful client relationship. Because we strive to create the best video content for clients, we promote an open and collaborative relationship. With any kind of relationship -- professional, personal, familial -- there’s potential for miscommunication and feelings of frustration. On our end, we try to learn as much about client personalities and how they process, so we can better understand them. We ask for mutual respect to function as equal partners and not just as client/worker.
We’ve taken what we’ve learned and want to share with you our five tips for being the best video client.
1. ASK CLARIFYING QUESTIONS
Chances are, you’re not going to be completely familiar with the video making process. While we try to keep jargon out of our vocabulary, there are some things that are just not going to make sense. The biggest confusion we see is clients not understanding why a 30 - 60 second video may take 8 - 16 hours to shoot. In moments of confusion, ask clarifying questions. These questions are welcomed, because they promote an atmosphere of transparency. You ask, and we will answer. Trying to keep your confusion hidden in order to appear knowledgeable about what we do may lead to frustration later when things still don’t make sense. With that being said, be honest about what you do and don’t know about the process. We won’t try to take advantage of that knowledge.
2. TRUST US
The media industry is ever changing in trends, equipment, and services provided. In order to maintain our brand, keeping up with industry standards is imperative. While we invite collaboration, there are some things that just don’t look good or translate well on film. Therefore, we ask that you trust us and know that we want your video to look good because, ultimately, it makes us look good. Being open to receiving our creative or logistic feedback can open the door to a better looking video.
3. Give timely, appropriate feedback
We’re a unique studio because we invite clients in on the whole process -- from preproduction to final product. So when we ask for feedback, let us have it! Give feedback on everything and anything, because you’ll know you let it all out on the table. Then we can address everything together and let you know what’s feasible and why. It’s also important to give feedback at the right time. Sending your notes on the script after we’ve already shot and begun editing the video is the wrong time to be giving script feedback. We make it easy by letting you know when feedback points are available and what feedback is needed.
4. Be easily accessible
If we can’t connect with you about your project, everything is placed on hold. We ask that clients are accessible during our office hours so if there are any changes or urgent tasks to be completed, you’re the first to know. We’ve had projects take over four months because we were waiting weeks to hear back from a client. Being accessible also shows that you understand we have other clients and deadlines that need attention.
5. Be kind
You might be surprised this is on the list, but we do have to say it. We’re just as connected and tied to your project as you are because we’re the ones creating it. Therefore, be kind with how you communicate requests, concerns, or feedback. Using kind language will promote an open atmosphere instead of defensiveness. Using language where you’re acknowledging our work before giving constructive feedback is helpful.