This document outlines the procedure for producing a client video - managing the project and assisting the client through the process - from start to finish.
This package includes pre-production and post-production through to final delivery.
Notes:
- If the client requests the raw footage to be delivered on a hard drive, ensure the drive is formatted as "exFAT" to ensure playback on both Mac and PC-based systems.
- If the client does want their footage, you’ll need to check with sales what the cost will be as the client will need to be sent a quote – and pay --- prior to it being released/sent.
Notes re Phases:
Sales Handover
- In this phase, we're waiting for the client to respond with billing details *could take any amount of time
Initial Phase – Admin & Onboarding
- In this phase, we're waiting for the client to schedule the discovery call and the shoot (and get back to us regarding any scripting assistance if they've requested it).
* This could take any amount of time
Phase 1 - Schedule Discovery Call & Shoot (Project Commencement)
- In this phase, we’re waiting on the client to schedule their discovery call and subsequent shoot.
* This could take any amount of time
Phase 2 (Shoot & 1st Edit Commencement) – Week 1 and 2
- this is where we can start timing a project, and have a little control over the timeline. In this phase, the edit must be completed 1 week after the shoot and the client must have submitted their feedback within 1 week of the first edit delivery. Must allow 1 week for edit and 1 week for feedback
* This takes 2 weeks (could be quicker if the client gives feedback before the due date)
Phase 3 (2nd Edit Commencement) – Week 3 & 4
- In this phase, the 2nd edit must be completed 1 week after the client has provided feedback. The client must provide their feedback or final sign-off 1 week after 2nd edit delivery.
* This phase takes 2 weeks (could be quicker if the client gives feedback before the due date)
Phase 4 – (Final Delivery & Invoice) – Week 4 & 5
- In this phase, the invoice must be paid by the due date stipulated by accounts, and final delivery will take place immediately after the account has been settled.
* This takes about 1 week mostly, sometimes it's instant (could be quicker if the client pays the invoice on the due date)
Sales Handover
In this phase, we're waiting for the client to respond with billing details. This could take any amount of time.
Sales – Phone Chat
The salesperson will chat with the client (either inbound or outbound) and must do the following:
- Obtain the client's billing details
- Set the client's expectations as to what can be achieved
- Obtain and write down specific requirements of the shoot.
Sales – Handover via Email
The client will be sent “Email Template 1 - Sales handover to accounts” where the salesperson will inform the client of invoicing, as well as commencing the handover to accounts (Accounts will be CC'd into this email).
In this email, the salesperson will include:
- The Client's billing details
- Any notes regarding specific requirements for the project as already discussed with the client during the Sales call
Initial Phase – Admin & Onboarding
In this phase, we're waiting for the client to schedule the discovery call and the shoot (and get back to us regarding any scripting assistance if they've requested it).
Accounts – Create Asana Project
Accounts member will create an Asana project in the "Projects" section of Asana (using the Asana template), with the naming convention Business Name | Contact Name | URL, and complete invoicing and on-boarding subtasks listed under the Accounts Notes & Comms section.
Add the client to the Video Jobs Pipeline in Asana and mark there which team member this job will be assigned to
Note on Project Setup: Check the Sales email thread or Nutshell and include any relevant project details in the project task thread. Look for things like any special billing details (add to accounts section), any delivery deadline or proposed shoot dates (add to task thread, editing and at-the-shoot tasks), any notes from the client on examples they like (add to discovery call task and editing task), shoot location (add to shoot allowance spreadsheet if off-site, add call out fee to accounts section if off-site). Seek out any details that might need to be noted down in the task thread.
For Video Clients, create a folder in Dropbox here: [[dropbox link]]
Accounts to assign the whole Project to the Video Project Manager (who will then do the appropriate task assigning from this point onwards).
Project Manager – Check that Sales Notes are in Asana
The project Manager needs to double-check that the sales notes have been copied into the Asana project description. This is so we can ensure no details have been missed, and so that the project manager is across the project
Accounts – Send Deposit & Expectations Email to Client
Accounts member will send the deposit invoice and expectations email “Email Template 2 - Invoice and expectations”
Note: No works are not to commence until the deposit invoice is paid. (There are no exceptions to this rule). This includes scheduling of shoots, scripting advice, discovery calls etc. The invoice must be paid first. Once the client has paid, they are to receive weekly updates from their project manager. These updates are recorded in the Client Comms task thread
Note re Hard drives: If a hard drive is required for the project, the videographer attending the shoot can purchase the hard drive and submit their receipt to Accounts for reimbursement. Alternatively, if there is sufficient time for delivery prior to the scheduled shoot date the Project Manager can email a request to Accounts for the purchase of a hard drive. See the email ”Email Template 2B - Hard drive purchase required for shoot”.
Note: The cost of a hard drive is paid by the client There is also an Asana task titled "Purchase hard drive for client video shoot", assign this task to accounts.
Phase 1 – Schedule Discovery Call & Shoot (Project Commencement)
In this phase, we’re waiting on the client to schedule their discovery call and subsequent shoot. This could take any amount of time
Project Manager – Schedule discovery call & update comms
Once the client has paid their deposit invoice, send the schedule discovery call email template “Email Template 3 - Schedule Discovery Call” and update the client comms section in Asana.
Project Manager – Add & assign discovery call details
Once the discovery call is confirmed, the project manager is to:
- Enter the call in the calendar and send an invite to the staff member who will make the call. Include details of client: Name, Phone Number etc
- Assign the discovery call task in Asana to the team member who will make the call. Include a link to the discovery call checklist, name and telephone details, and any other important information that pertains to the project (eg. quote, notes from the sales team).
Videographer – Discovery call takes place
Discovery call is to take place with the videographer. They are to refer to the questions to ask (as outlined in the description of the Discovery Call task) and the notes in the project description (as obtained during the sales call) prior to the call. During the discovery call, they are to:
- Make a written summary of answers to the questions, ensuring the project manager is tagged. This is important, as the client must agree to what was discussed in the call for the shoot to proceed
- Schedule the shoot during the call and add this date to their summary notes
- Include a list of equipment that will be needed for the shoot and how long it will be out of the office
Project Manager – Follow-up email after a discovery call
The project manager is to collate the notes from the discovery call, and send the discovery call email “Email Template 4 - Discovery Call Follow-up + Gather Assets” as well as populate the email with relevant details (per the outcome of the discovery call).
Assets (logos/photos/etc) must be requested in this email. The shoot details must be confirmed by the client at this point a script or bullet points must be requested (if applicable).
If the client has ordered a Freelance booking or Custom Booking, they must be made aware that if they want to keep their raw footage, they must bring an empty hard drive (as per Email Template 4) or we can purchase a drive for them if they request it. Both options incur a fee.
If the client has ordered a Standard Package video, then REMOVE the sentences from the email (Email Template 4) about bringing a hard drive and any reference to raw footage (as we don’t offer this as an option – until 5 months later down the track). If the client has ordered a Standard Package and explicitly requests for the raw footage to be supplied, then consult with your Supervisor about the exact fee for this extra deliverable
Note: If the shoot is not scheduled in the discovery call, this must be noted in the discovery call follow-up email. The video project manager must offer the nearest possible shoot dates and stress to the client that picking dates beyond those suggested may not be possible due to scheduling, as well as slowing down the progress of their project
Project Manager – Assign script/outline task in Asana
When the script/bullet points have been received from the client, the Project Manager must assign the script/outline Asana task to the appropriate videographer. Then inside that task, the Project Manager must attach the client's script/bullet points/notes.
Videographer – Create/review the client’s script/outline
Videographer will write/review the script/outline and post the new version inside the SCRIPT/OUTLINE Asana thread.
Note: Should the client be delayed in sending through their script, or approving a script we've sent them, send the follow-up script email “Email Template 5 - Follow-up Script” and modify it to suit the client.
Project Manager – Assign the video shoot task in Asana
Once the client has signed off on the confirmed shoot date and responded with any other requested details the project manager is to:
Assign the 'VIDEO SHOOT' task in Asana. Fill in all location details, contact details, and anything else that's relevant to the shoot that the staff member attending will need to know.
Enter the shoot in the calendar and send an invite to the staff member who will shoot the video. Include details of the client: Name, Phone Number, address etc.
Enter the equipment needed (as copied from the discovery call notes) in the calendar and include the duration for how long the equipment will be away from the office (if the shoot is offsite).
Send the client the email “Email Template 6 - Confirm Shoot Details” with the confirmed shoot details & include a timeline for expected first and second edit delivery.
Project Manager – (Optional) – Assign themselves a reminder
If shoot date is scheduled more than 2 weeks in advance, the project manager is to set themselves an Asana reminder to send the shoot email “Email Template 7 - Shoot Reminder (Optional)” 3-4 days prior to the shoot.
Phase 2 – Shoot & 1st Edit Commencement – (Week 1 & 2)
This is where we can start timing a project, and have a little control over the timeline. In this phase, the edit must be completed 1 week after the shoot and the client must have submitted their feedback within 1 week of the first edit delivery. Must allow 1 week for editing and 1 week for feedback. This takes 2 weeks (could be quicker if the client gives feedback before the due date).
Videographer – Video shoot takes place (must check-in)
The video shoot takes place. If possible, the video team are to take some behind-the-scenes photos and forward them to the project manager.
Videographer MUST check in when they’re starting the shoot and then check out once they’ve finished the shoot. Check-in/check-out can be done either directly with your supervisor via Skype, text or phone or via the group Skype thread.
Videographer – Return gear
Videographer must return the gear (if taken from the studio) as soon as possible (and by the agreed return date in the calendar). Once the gear has been returned, the videographer must add the words "returned" to the calendar entry. If you can't return the gear by that date, you must inform your Project Manager.
Project Manager – After the shoot – Assign the edit
After the shoot, the project manager is to:
- Review the calendar and block out editing time and invite the relevant team member to this event. The edit is to be discussed with the team member, and a due date is to be agreed upon.
- Assign the "1ST EDIT" task in Asana and ensure all info, assets, and notes on the desired outcome (anything!) are in the 1st edit task for the editor and encourage them to ask any questions before the edit is started.
- Send a post-shoot email to the client and populate it with any necessary details. Send email “Email Template 8 - Post Shoot Email”.
- This email MUST INCLUDE our due date for the first edit feedback of their video.
Note: If the client doesn't respond, send the email “Email Template 8A - Note Re: Workflows and deadlines” – Regarding workflow & delays.
Videographer – Complete 1st edit
Videographer completes the 1ST EDIT.
The video is to be uploaded into a newly created project inside Wistia for that specific client, the project must be unlocked (but not available for download) so that the client can view it.
In Wistia, YOU MUST choose a suitable thumbnail for the video so that the client doesn't think the randomly generated freeze frame is an intentional thumbnail produced by us.
In Wistia, YOU MUST rename the video title using the correct naming conventions.
Project Manager – Send the first video draft to the client
Once the first draft is complete, the project manager is to send the video draft email ”Email Template 9 - First video draft”. This email MUST INCLUDE our due date for the 2nd edit feedback of their video
Note: Once feedback has been received, to remove any doubt about additional edits, another quick email must be sent confirming that all the feedback received is all-inclusive, as additional edits will incur additional fees.
Send email ”Email Template 9A - Confirm that all changes received are final”.
Phase 3 – 2nd Edit Commencement – (Week 3 & 4)
In this phase, the 2nd edit must be completed 1 week after the client has provided feedback. The client must provide their feedback or final sign off 1 week after 2nd edit delivery
PROJECT MANAGER – Assign the second edit task in Asana
Once all feedback has been received, the Project Manager will then paste all the requested changes inside the "2ND EDIT" Asana task and then assign the "2ND EDIT" task to the videographer.
Project manager needs to block out time in the calendar for the 2nd edit and invite the editor to the calendar event. This ensures that workflow is accounted for and that delivery deadlines can be met.
VIDEOGRAPHER – Complete the second edit
Videographer completes the 2ND EDIT (this will be the final edit, unless otherwise agreed upon).
The video is to be uploaded into the already created client project inside Wistia.
In Wistia, YOU MUST choose a suitable thumbnail for the 2nd edit video so that the client doesn't think the randomly generated freeze frame is an intentional thumbnail produced by us.
In Wistia, YOU MUST rename the video title using the correct naming conventions,
PROJECT MANAGER – Send the second video draft to the client
Once the video has been completed (via a second edit if necessary), the video project manager is to send through the final video email “Email Template 10 - Final video is ready (2nd edit or "signed off" 1st edit)”.
Note: This video link is either the 2ND edit or the original 1ST edit that has been approved "as-is", without any changes required.
PHASE 4 – Final Delivery & Invoice – (Week 4 & 5)
Timeline note: In this phase, the invoice must be paid by the due date as stipulated by accounts, and final delivery will take place immediately after the account has been settled
PROJECT MANAGER – If the client needs more than 2 edits
If the client requests more changes, beyond two edits, it must be stressed that these will incur additional editing fees.
If they respond back happy with the video, the client will be reconnected with accounts who will send their final invoice through email ”Email Template 11 - Client signs off/handover to accounts”.
ACCOUNTS – Send the client the balance invoice
Accounts member is to send through the 50% balance invoice “Email Template 12 - Accounts sends balance invoice”.
PROJECT MANAGER – Send the second video draft to the client
Once the balance invoice is paid, the project manager is to send the client the downloadable link to their video (by unlocking the relevant Wistia project and allowing any visitors to download it).
Send email ”Email Template 13 - Send downloadable links and offboard”.
PHASE 5 – Project Cleanup & Archiving – (Week 5)
Timeline Note: In this phase, the invoice had been paid and the project manager and videographers are tidying up the project ready to be archived
VIDEOGRAPHER – Raw footage & project files
NOTE: In Wistia, YOU MUST rename the video title, to include the term "FINAL". Please refer to the correct naming conventions before sending link to the client: [[link]]
NOTE: If the client requests the raw footage to be delivered on a hard drive, ensure the drive is formatted as "exFAT" to ensure playback on both Mac and PC-based systems
**** If the client does want their footage, you’ll need to check with sales what the cost will be as the client will need to be sent a quote – and pay --- prior to it being released/sent
PROJECT MANAGER – Organise video promotion (Optional)
Optional Client Video Promotion subtasks are to be assigned, if the client has purchased these additional services. ie. Press Releases, SEO or Social Advertising.
Adding Client To Our Own Portfolio subtasks are to be completed by the Project Manager (or delegated if necessary) after discussing with the Senior Videographer whether or not this video is suitable for promoting the business. If the video is suitable:
The project manager is to assign tasks to ensure the completed video is uploaded to the YouTube channel (marked as unlisted).
The video is also to be added to the relevant playlists within Wistia and YouTube so they appear on the website. (2 weeks after client delivery)
PROJECT MANAGER – Assign project analysis tasks to accounts
Assign the "Project Analysis" sub-tasks to the accounts team so they can analyze the total cost of the project.
ACCOUNTS – Export Harvest numbers (over or under budget?)
The accounts team are to export harvest numbers and make note of whether the project came in, over or under budget.
PROJECT MANAGER – Wrap the project
Move the client's video Dropbox folder to the x.complete folder.
Note: the client may have multiple Dropbox folders depending on the type of work they're getting done with us. So ensure you only move the video-related Dropbox folder here.
Go to the client's overall workspace in Asana, and then un-assign yourself from the video project.
Drag the video project down to the "Completed" section of the workspace.
Archiving - only if there are no other upcoming or current tasks in the client's overall workspace, will you then archive the entire workspace.
To archive a project, go to the overall workspace.
- Click the little "down" arrow to the right of the workspace name.
Select "Archive Project" and it will now disappear from the left menu navigation.
Note: you will still be able to find tasks and information on the project, even if it's archived. So you aren't deleting anything :)
Un-archiving: If the client returns at a later date to do more work; simply go to the same section (as above) and select "unarchive" to make it active again (eg. it will re-appear in the left menu navigation)
PROJECT MANAGER – Refunds & Project Cancellations
Refer to Cancellation and Rescheduling Policy
If a client wants their project to be canceled/refunded, the Project Manager is to send email ”Email Template 15 - Response to cancellation/refund request” to the client and to the Accounts Department.
Accounts Department then sends email “Email Template 16 - Terms for canceling/refunding”.
Once the client has responded Accounts processes the refund and sends the email ”Email Template 17 - Your refund has been processed”.
Accounts to note in Asana Accounts notes and comms the refund amount.
Updates the Project name and task thread to "canceled".
Delete the draft balance invoice from Xero.
Archive the Asana Project.
- Delete the project from Harvest.
Great to chat earlier and as mentioned the next step is for me to connect you with [[relevant team member]]. She'll be able to get you into the system and outline the steps from here.
Just to confirm, you’re getting a [[price]] - [[price]] + GST.
Billing details: (TO BE POPULATED BY SALES PERSON)
Company name
Address
Contact person
Contact person's email address
She’ll arrange your invoice as discussed - 50% upfront, with the remaining 50% due on completion. Once the deposit is confirmed, we’ll give you an official start date.
Of course if you have any questions please let me know and I’ll do my best to either help or connect you with the right team member.
Looking forward to working together.
Production Notes:
[[notes]]
(include in here an details you have already discussed with the client regarding what they are after for their video, ie proposed shoot dates etc)
Great to have you on board for a Video Project!
Further to [[relevant team member]]'s email, we'll invoice you 50% upfront on the base rate, and 50% balance on completion.
On that note, shortly you’ll receive an automatic email directly from our accounting software (Xero) with a link to your invoice. Click on that link to view, print and/or pay your invoice online with Visa or Mastercard. Or if you prefer, you can pay via bank transfer.
*Please note, works will commence once payment has been received.
Now, to get your project moving, head over to [[client expectations page link]]. Here, you'll find some great tips to help with your video shoot and edit.
Once we receive your payment, the next step will be to schedule in your 'discovery' call. The discovery call will be between you and our producer/director and will cover everything about your video project.
Of course, if you have any questions in the mean time, please let us know.
Cheers,
Please purchase a hard drive for an upcoming shoot for [[client's name]].
Hard drive required: "insert Officeworks link for hard drive required"
Deliver to: [[enter the Videographer, who will receive the hard drive]]
Note: The hard drive is required by [[dd/mm/yy]].
Thank you,
I’ll manage your project from here so please reach out to me any time if you have questions or need an update on any part of your project.
So what's next? If you haven't already, head on over to [[client expectations page link]] that page outlines the steps from here and covers some helpful hints and tips to get the most out of your project.
The next step in the process is to book your discovery call with the videographer. In this call we'll cover:
- Who is this video for
- What are the key objectives
- Ideas for the content/script
- Delivery expectations
- Schedule your shoot date & location
- Discuss any special equipment needed
- Answer any questions you may have
At this point, the available days/times are [[day]] the [[date]], anytime between [[time]] and [[time]].
Alternatively, let me know when you're available, and I can confirm with the videographer.
Thanks for having a chat with [[xxx]] on [[xxx]] regarding your upcoming video project!
I just thought I'd recap what was discussed on the call:
[[LIST OUT ANY NOTES, ACTION POINTS NECESSARY FOR THE CLIENT, ie requesting dot points for scripts, dot points for questions, a run sheet, shoot location, desired shoot dates etc]]
Please send through (whatever is relevant) no later than [[date]] to ensure the video team have chance to review it before the shoot next week/tomorrow/on Thursday etc. and your shoot moves forward smoothly.
In the meantime, please also send through the following items so that we can hit the ground running once we reach your edit:
Logo
This would be preferably in .epf, .psd, .pdf or .ai format. A .jpg or .png would also do, as long as the image is of high resolution.
Colours / Font / Style Guide
If you have a Style Guide, feel free to send that through.
Plus any specific colours you use for your branding. If you don't know these, that's fine, we can just copy them from your logo/website.
Plus we'll require your official font(s). If they are freely available, then just send us the name of the font. If they are exclusive/paid fonts, please send us the .TTF file.
Names and Titles
If there are any presenters/interviewees in your video, we'll be needing their full names and job titles.
[[DELETE THESE 2 PARAGRAPHS OUT - "STORAGE and PLEASE NOTE" - IF CLIENT ORDERED A STANDARD MVP PACKAGE - AS WE DON'T OFFER THIS SERVICE TO THEM - ONLY TO FREELANCE OR CUSTOM WORK]]
Storage
If you'd like a copy of your raw footage, please arrange to bring a completely empty 2TB USB3 Hard Drive to the shoot, (alternatively, we can purchase one on your behalf and add it to the invoice) so we can copy your footage across. However, if there is much more than 30 minutes of footage, we’ll need to take the hard drive away to copy the footage, and post it back to you – or arrange for a pickup.
Please advise as to which option will suit you best.
Please Note: We will keep your raw footage and audio for 6 months only. After that period, it will be permanently deleted. So if you think you'll need your footage again in the future, we strongly recommend you purchase/supply a hard drive so you can keep all the assets for prosperity.
[[DELETE THESE 2 PARAGRAPHS OUT - "STORAGE and PLEASE NOTE" - IF CLIENT ORDERED A STANDARD MVP PACKAGE - AS WE DON'T OFFER THIS SERVICE TO THEM - ONLY TO FREELANCE OR CUSTOM WORK]]
Please let me know if you have any questions, I'm here to help :)
Cheers,
Hope you had a great weekend!
Just checking in to see if you had a chance to send through your script/review your script?
I'm scheduling in the shoots for the team and we've got a full plate the moment. To ensure everything keeps moving smoothly and we're able to move as quickly as you'd like, please let me know as soon as you've had a look.
Unfortunately we won't be able to go ahead with your proposed shoot date of [[date]] unless we have the script by COB [[date]].
Should you have any questions or concerns, please feel free to reach our or give me a call.
Cheers,
Everything is set for you video shoot on [[date]].
Here is a rundown of all of the confirmed details, if something seems incorrect or if anything needs to be changed, please let me know as soon as possible to ensure we stay on track! Note: should you need to cancel your shoot on the morning of your scheduled date, please phone your videographer directly (details below) as they may already be in transit at the time of your call.
Date:
Time:
Duration:
Location:
Staff + Contact Number:
Client Contact + Number:
Extras/Notes:
Please also note the following:
• Clothing: Plain block colours are best on camera (no checkers, stripes or wild patterns). Splashes of colour that match your company's branding will also help to tie it all together. Bring a few clothing options to be safe.
• Practice, practice, practice your script/content (even if you're going to be using a teleprompter). Practice in front of the mirror and make sure you read aloud. Reading the words in your mind isn't beneficial. Pretend like you're in front of the camera and give it your best performance!
Please also note: given that your shoot is scheduled for [[date]], we'll block out time for our editors to complete your first edit in the week following your shoot (estimated delivery of [[date]]). As previously requested, we'll need all assets prior to commencing our editing work, and any delays in providing us with information required for us to complete our work may cause you to lose your allocated editing spot.
Enjoy the rest of your day and I'm sure you're just as excited as we are for your shoot on [[date]]!
Good luck, and I'll see you on the other side :)
Cheers,
Just a friendly reminder that you have a shoot scheduled for [[date]] at [[time]].
We're looking forward to it!
Cheers,
I heard the shoot went really well and that we got all the footage we needed.
Next, we'll start the process of cutting it all together, but in the meantime, there are a few things we'll need from you to complete the process. ****YOU MAY NOT NEED TO INCLUDE ALL OR ANY OF THE BELOW, ONLY INCLUDE WHAT IS RELEVANT****
Logo
This would be preferably in .epf, .psd, .pdf or .ai format. A .jpg or .png would also do, as long as the image is of high resolution.
Colours
Any specific colours you use for your branding. If you don't know these, that's fine, we can just copy them from your logo.
Music
If you have any original music that you use, then send it through. Otherwise, we can find something that will suit your video.
Font
If you know the specific font you use in your branding, then let me know what it is. If you're unsure, not to worry, we can probably grab it from your logo or your website.
Please note that we will not be able to commence your edit until all of the above have been sent through, and as noted previously; this might cause a significant delay in the delivery or your first round of editing.
Your edit is expected to be completed by COB [[date]].
Cheers,
We have contacted you [[number]] times about your feedback/assets, and since we haven't heard back from you, we will place your editing project on hold so our workflow schedule for our other clients is not disrupted.
Once we hear back from you with the information we require, we'll do our best to prioritise your project, by scheduling it into the next available slot. Right now, the next available (SHOOT / EDIT) slot is [[ENTER A TIME FRAME THAT'S NON COMMITTAL]], EG next week, in 2 weeks)
We appreciate your understanding and look forward to receiving your response soon!
Thanks for your patience while we got your first edit together! Here's the link to the first draft of your video:
[[link to video]]
I think it's looking great!
The next step is for you to watch and review the video for any changes.
The easiest way for you to give feedback is by leaving time-coded comments under your video. Check out this quick 58 second video to see how :) https://trackinglinks.wistia.com/medias/mn2bwnzzqo
Please keep in mind that you only have one review included as part of your video package. The only exception being if a mistake has been made. ie. the audio is missing, or the wrong logo appears at the end of the video, etc.
Please ensure that you are thorough with any requested edits that need to take place as extra edits after this round may incur additional fees.
Have a watch, make some notes and let me know how to proceed.
If the video is looking 100% as it is, just let me know and we'll get your final invoice over so we can deliver it to you (or make it downloadable) as soon as possible.
Should I not receive a response or any feedback from you within 7 calendar days of this email, we'll need to place your project on hold until we hear from you - this will cause you to lose your editing spot. Once we do hear back from you with the information we require, we'll do our best to prioritise your project, by scheduling it into the next available slot. Right now, the next available edit slot is [[date]].
We appreciate your understanding and look forward to receiving your response soon!
Have a great day,
Best,
I've spotted that you've been leaving some feedback in Wistia under your video, thank you!
I just wanted to confirm if this was all your feedback before proceeding with your second edit, as any edits beyond this round will incur additional charges.
I just want to ensure you're 100% happy with the final edit.
Cheers,
Thanks for your patience while we finished off the edits for your video! Here's the link to review the final video (with those [[changes]] changes):
Also, watch this short clip to learn about the different ways you can create a buzz around your new video once it's ready to launch! https://trackinglinks.wistia.com/medias/q50tmdka0a
Anyway, have a look at your final edit and if you're happy we can make it live and get the final product to you. If I don't hear back by [[date]] I'll take that as a sign that you're happy with the video and have the final invoice sent through so we can get the final video to you :)
Cheers,
I'm glad you're happy with the video too! Typically the next step is for me to connect you back to [[relevant team member]] our accounts coordinator.
I've CC'd her into this email and she'll issue your balance invoice shortly.
Once [[relevant team member]] confirms your payment, I'll arrange the downloadable links for your video with a range of different format options to suit your needs.
Cheers, hope you have a great day.
Our work is complete for your video(s) (they/it looks fantastic by the way)!
Shortly, you’ll receive an automatic email directly from our accounting software (Xero) with a link to pay the remaining balance of your project (50%).
Click on that link to view, print and/or pay your invoice online with Visa or Mastercard. Or if you prefer, you can pay via bank transfer.
Once that balance is settled, your producer will be in touch with the link/s to download your final video.
Cheers,
Here is a link to your final video, which you can now download: [[download link]]
If you navigate to the top right hand side of the page you'll find a "Video Actions" tab which will give you the option to download your video in it's highest quality, as well as a variety of differently encoded versions based on what you might need.
I would recommend all of the .mp4 options to have on file, and uploading the 720p to YouTube/Facebook/Vimeo for efficient high quality web streaming.
Please note: Wistia is our video review platform only. YOU MUST ensure you download it (and upload to your own video platform) within the next few weeks as it may be moved or deleted from Wistia once your project is wrapped up.
Please let me know if you need any assistance with this.
I’d like to take this opportunity to say “Thank You” for choosing [[company name]] if we can be of any further assistance please reach out to me and let me know!
You might be wondering, what else do we do? Just watch this super short video to find out: [[video link]]
Let me know if you need any help and I’ll get the relevant team member to touch base with you.
Also, we hope this is the start of many more successful videos for you! Once you get some traction with this video it will be great to work together again in the future.
Cheers,
Thank you for your email.
It does sound as though our process and the way we work is not going meet your expectations - and I do apologise.
I've cc'd in [[relevant team member]](accounts) again and she can let you know our terms if you'd like to have the option of cancelling your project.
I'm sorry to hear you don't think this is for you.
Further to [[name]]'s email, just to let you know as per our Cancellation and Rescheduling Policy, I can offer you a refund of your deposit, less a [[number]]% fee.
Let me know if you'd like to cancel and I can arrange that refund for you.
Thank you,
Thanks for confirming your account details.
I've just processed your refund of $[[amount]] to that account.
I'm really sorry we couldn't help you out here.
All the best,
I'll need to reach out to the support team to check what the costs will be and they'll provide you with a quote.
Thank you!
Unless expressly quoted upon, the fees for the purchase of raw footage, transfer/admin are in addition to your video project costs.
Just a quick note today to let you know, we'll soon be deleting some footage from some of your past projects and I wanted to check whether you would like option to purchase your raw footage or whether you're happy for us to delete it (no recovery options, this is permanent).
If you'd like to have your raw footage copied and sent to you, please let me know and I can organise a quote for you :-)
The projects we’ll be deleting are:
[[projects]]
- You can provide your own hard drive and we can send it back to you via express post at a cost of $[[cost]] + GST (postage + admin time to transfer).
- We can organise to purchase a hard drive on your behalf and post it to you at a cost of $[[cost]] +GST (cost of HD + postage + admin time to transfer).