Parc Entertainment - A Video Production Company - Birmingham, AL

We all take pride in the work we do, but our self-confidence can be shaken in a heartbeat when someone responds negatively to a project that we’ve devoted so much time and attention to. The creative world is a subjective one. Someone might look at a video and deem it a masterpiece. Someone else might look at the same video and ridicule it. Criticism hurts, but its affect on our future work can be either positive or negative, depending on how we respond.

• Some clients will always be deconstructive. There might be some clients out there who will never be happy, regardless of what you present to them. If you find that a client is constantly tearing your work apart, without offering any suggestions for improvement, it might be time to end the relationship. Perhaps there is a personality conflict. Perhaps your style doesn’t mesh with their vision. Whatever the reason, it might be time to refer them to someone else.
• Criticism can help you improve. Some clients genuinely want to offer up their opinions to help you create the best work possible. Early in my career I had a client that took a chance on me. He saw my potential and hired me. I was excited to work on the project, but when I submitted a rough cut, I received a call from my client who said he hated it. I instantly felt sick to my stomach. The following weeks were difficult for me as I tried re-cut after re-cut. He responded to each version with a long list of changes. Although the project was frustrating and stressful, I can confidently say that the client helped me improve the quality of my work. Today, my clients are incredibly pleased with the videos I deliver.

Receiving criticism is never fun, regardless of the spirit in which it is given. But we need to use criticism in a positive way. Let it motivate you to view your own work from a different perspective. Let it encourage you to try new things. Let it challenge you to better yourself.

Our free e-newsletter is distributed every first Monday of the month. Included in each issue is the “Public Parc,” a forum for discussing different topics pertaining to sales, marketing, advertising, and branding. Subscribers to the newsletter and readers of the blog are encouraged to get involved in the discussion by posting their comments here. You can also post your thoughts on Twitter, using the hashtag #PublicParc. Here is this month’s Public Parc discussion:

In this month’s issue we posted an article about the importance of alleviating fear to pave the way for a sale. In your experiences, has there ever been a time when a particular company representative went out of his or her way to ensure that your concerns were addressed? Can you describe the situation and how the company’s efforts made you feel as a consumer?

The biggest challenge in writing the script for a sales or promotional video is not knowing what to include, but knowing what to leave out. I’m wrapping up work this week on a script for a 90-second sales video and so this particular topic has been on my mind.

The initial creative session with the client involves a lot of fact-finding. This may include tours of their facility and interviews with key personnel. It also includes sorting through a ton of  information. Usually the client will have brochures, articles, statistics, research results, etc. all pertaining to their particular product. They will also have ideas regarding what they want to say in the video and how they want to say it.

The problem is that there’s no time to include every statistic and little-known-fact into your final video - even if the running time is upwards of 10 minutes. It’s the job of the writer and the director to sit down with the client and trim everything down into simple concepts. This is why it’s so vitally important that you find out who will ultimately see the finished video. Writers and directors have to speak to the audience. Different demographics respond differently to certain keywords and images.

Basically the script must do the following:

• Identify the viewer’s problem
• Empathize with that problem
• Show why the product is the best solution to that problem
• Alleviate the fear that prevents the customer from buying the product

The client for this 90-second script I’ve been working on has a great product, and they have an abundance of supporting information. But understanding who would eventually see this video helped me tremendously when I had to decide what material to include and what to omit. Do the research. Absorb the information. Then simplify everything into key points that will motivate the viewer to act.

Video is an artistic medium, meaning that the final product is always influenced by a certain interpretation and aesthetic approach. Give four directors the same subject and tell them to create a promotional video on that subject, and invariably you will receive four very different videos.

This means that a budget for any one video can run from one extreme to the other. The final cost always depends on several factors. That’s why it’s very difficult to nail down an accurate bid, simply based on the question, “How much do you charge for a commercial?” Video production is something different from an item you find on the grocery store shelf. Every commercial or promotional video can’t always be packaged and priced with a nice, neat little label. Businesses are different. People are different. Therefore, directors that strive to give clients unique content that speaks directly to their audience will want to sit down with you for a creative consultation.

I always try to meet with a potential client face to face to gather information for a particular video project. In that initial consultation, I like to find out the following:

• Basic information on the company; history, products, services
• Main selling points that make this company different from their competitors
• Values the company holds
• Perceptions about the company (both internally and externally)
• Marketing goals that the company has for themselves (more specifically, what do they want this video to achieve?)
• Information on current customers (why do they buy from this company?)
• Their target market
• Problems that this marketing effort will help solve
• The reasons why they contacted me
• The role they want me to play in this project
• Ideas they have for a video (both in terms of content and aesthetics)

These items are incredibly important to me as I move into any video production, because it helps in developing a concept and a script that will be most effective to the client. I want the client to know that what interests me most is helping them gain greater public exposure and increased profitability.

I talk with many prospective clients who express interest in producing a video for their business. When all the discussions are over it’s time to sit down, fill out my budget, and submit the proposal to my contact. The cost of a video production is affected by several factors and so the budgeting process must be thought out very carefully. Otherwise, it can be easy to overlook certain items.

I have created a spreadsheet that itemizes just about everything that one could possibly have on a shoot. Those items are divided into categories for easy reference (Creative Fees, Crew, Per Diems, Travel, Editing Fees, etc.) One column lists my estimated costs and another column lists my actual costs. That way, at the end of the shoot I can compare both columns to see how accurate my original estimate was.

The main thing to do when budgeting a video shoot is to prioritize. In part one of this two-part series, I want to cover what I believe are your top priorities when creating a budget. In part two, I will go over those items in the bid that can easily be overlooked. Here are my suggestions:

Estimate Your Time

Start with yourself. Think about the amount of time that you will spend on this video project. Obviously you want to include the amount of time in production , but you never want to neglect the time you invest in the pre-production and post-production stages. Pre-Production includes conceptualization and scripting, scheduling the shoot, meeting with the client, scouting, meeting with the talent, and meeting with your crew. You’ll spend more time in pre-production than you might think, so budget accordingly. Post-production not only includes the time to edit, but it also includes your time to record the voice-over, meet with the client to go over the edit and make necessary changes. I always like to pad my post-production budget to account for revisions the client might ask for.

Estimate For Your Crew

After you ensure that your time is reflected in the budget, you want to allocate monies for your crew. Surround yourself with quality people and the entire project will turn out much better. Think about how many people you will need and how many days you will need them.

• If you aren’t as confident in your skills behind the camera, consider hiring a DP to handle the technical aspects of lighting, framing, etc.
• If you aren’t as confident in your abilities to manage the project and handle all the logistics of a production, consider hiring a producer.
• If you have on-camera talent, you might consider hiring a hair/make-up artist.

Aside from actual shooting days, will you need the crew to come in early for a tech scout? If so, make sure they are paid for their time. And don’t forget your post-production crew.

• Will you need an assistant editor to help you with the final cut?
• How about an audio engineer/mixer to record the voice-over?
• Will you need to hire a graphic designer to create a custom disc label and DVD warp-around?
• Will you need to hire a composer to write a custom music track?

Estimate Your Equipment

This is where you need to factor in the costs of any equipment rentals your shoot may require. Budgeting for a dolly or a camera jib will really increase the overall production quality of your video. In this category you also want to factor in the cost of your media:

• tape stock or solid state media cards
• hard drives
• blank DVDs (for when you need to send your client copies of the video for review)

Check back in on Monday, August 10 for part two on how to create a video production budget.

Business owners, freelancers, marketing personnel, public relations officers will at one time or another have to deal with projects and/or products that simply aren’t working right. And clients who have given their time, trust, and money, will be looking to these individuals to correct the situation. They aren’t interested in excuses. They’re interested in solutions. In a previous post I gave out some advice on how to respond to a client’s concerns. Number one on that list was “Respond Promptly,” but in this post I’d like to add one more point to that list - “Be proactive.”

Case in point: I recently signed up with iContact.com to distribute my monthly e-newsletter. A few days ago, I tried to access the site to work on my newsletters, but the site was down. It wasn’t long before an email popped up in my inbox from the CEO of iContact. The company had taken the time to write their customers and explain to everyone what was happening. That email was followed up with others that detailed what went wrong and how their team was correcting the situation. They also used their Twitter account to post real-time updates.

I was thoroughly impressed with the way iContact handled the situation. I’m certain that a potentially disastrous PR scenario was quickly diffused because they took a proactive approach and kept everyone well informed.

If you are responsible for client relations, regardless of your industry, maintaining open and ongoing lines of communication between your company and your clients will reflect positively on your brand.

The office phone rings. You pick it up and on the other end is someone interested in hiring you for their services. You grab a nearby notebook and pen and start jotting down notes as he/sh discuss what their company needs. As the conversation continues, you start to realize that this will be a very exciting and very profitable project. It’s a great moment for a small business owner or freelancer, but sometimes even quality leads can fizzle. It’s the nature of the business. Projects get put on hold for various reasons - no money, new CEO, a new board rotates on, the committee can’t agree on details, your contact gets distracted, etc. Once I was very close to signing a contract with a potential client, but the project was shelved when the company started dealing with some major internal issues. Some leads are extremely courteous and will let you know what’s going on. Others simply drop off the face of the earth. What can you do as a small business owner or freelancer when projects get put on hold?

1. It’s Out of Your Control - The first and most important thing to remember is that you can’t force your contact to sign the contract and send in a deposit. It can be horribly disappointing when you are on the verge of landing a big job, but sometimes you simply have to shrug your shoulders and move on. It’s out of your hands.
2. Don’t Put All Your Eggs In One Basket - Just because that golden carrot is dangling out there in front of you, don’t neglect your other marketing efforts. Do all that you can to develop new business. Don’t count on that one project to sustain you, because it might not be there when you need it the most.
3. Fix a Limit on Your Bids - When submitting a budget to a potential client, I always insert a note that says something to the effect of, “Bid valid for up to ninety days beyond the submission date.” Over time, both the market and your rates will change. The budget you submit should reflect current conditions so that you can earn what is fair. This clause protects you if a project is shelved for many months or even years.
4. Keep Your Name at the Forefront - If you’re contact is MIA, don’t be afraid to keep your name in front of them, but this must be done in a very subtle manner. You never want to appear desperate for the job. The best way to do this is to sign your contact up for your free monthly newsletter. It lets your contact know that you’re still out there by keeping your name in front of them.
5. Check In Via Email - Don’t do this often, because (as stated in #3 above) it makes you look desperate. Usually if the contact needs your services, he/she will let you know. However, it’s okay to check in via email every few months, just to check on the status of the project. If there’s no news after three follow-ups, I wouldn’t contact the company any more regarding that particular job. I would, however, write to them if you have a new demo reel or portfolio available, or if you have some announcement related to your business.

Projects are often shelved because marketing and advertising is the first thing on the choppping block for many businesses. Try not to let it discourage you. You never know when that job might re-surface.

In the world of video production, projects can span several months, depending on the complexity of the job and the amount of people involved. And during that time, a TON of emails will pass back and forth between the client and production company. Whether you work for the client or the production company, it’s important to save and organize those e-mails. Doing so will help both parties maintain clear expectations as the project moves forward.

Defining the Scope of the Project

When a potential client calls, interested in hiring me to produce a video, they usually go over the basic scope of the project. I am always diligent to take notes and ask questions during this initial conversation. As we draw closer to signing a contract, I always send an email, outlining the project, to make sure I understand everything correctly. Having all of these details recorded in an email is a valuable asset, because it’s much easier to reference an email than try to recall what was or was not said in a phone conversation.

Changing the Project

If a video project is under the oversight of a committee, the scope of the job might change several times before the contract is signed. Here again, saving and organizing every email is important, because it can get very confusing very quickly if changes are being made constantly. Contradictions can become a serious problem unless you have an email that you can refer to. Those emails are a clear record of what was said, by whom, and when.

Obtaining Materials for the Project

Many times a client will email me a signed contract. As the project moves forward, they might send me all kinds of materials for use in the video - scripts, photos, links, titles and other graphics, etc. I will always download these to my hard drive and store them in my project file. However, I will always archive the emails containing these attachments, in case something happens to the files on the hard drive. You always want your client to have faith and confidence in your abilities and your work ethic. Having to ask your client to re-send materials over and over doesn’t exactly send the message that you are organized and efficient.

Conclusion

I use Gmail as my email client. I find that when it comes to organizing, archiving, and searching for messages, Gmail works best for me. And it offers plenty of storage space. I usually hold on to conversations for about one year before deleting them, just in case a client needs to refer back to a specific job. Remaining diligent in your record-keeping will be of great benefit to your client relations.

Money, money, money. This is the one thing that most potential clients are concerned about when deciding whether or not to push forward with a marketing campaign. If you work in video production, web design, graphic design… well, just about any creative field, it can be frustrating when clients want more for less money. Somewhere along the way the true value of what we provide hasn’t been communicated. Maybe the fault lies not with the client, but with ourselves.

Let me explain. In a post last year I discussed the importance of knowing what you’re worth. As a freelancer and small business owner you need to be confident in the quality of your work and the value of your time. Your rates should reflect this view. However, during leaner times we sometimes find ourselves desperate to land the next job. And what do we do? We “low-ball” our bids in an effort to beat out our competitors. Over time, this approach has two effects.

• The marketplace is cheapened.
• The bar is lowered for everyone, creating a new price standard by which all other creative services are gauged.

Before you bid on a job, you have to decide what your ultimate goal is. If you simply want the job, so you can get something on your reel or in your portfolio, then you will probably try to undercut the competition. Keep in mind that if you cut your rates just to land the job, the client will expect more of the same from you down the road. They will continue to up the work load while trying to talk you down on price.

The alternative strategy is to let the quality of your work speak for itself. Communicate the value of what you will deliver. Tell your client that you want to provide them with the most competitive product, not a quick fix. Reinforce the idea that compromises both financial and creatively will ultimately compromise the end product. And if the client continues to balk at your bid, don’t be afraid to walk away. If the client’s entire focus is on money, then the relationship might not be a good fit for you.

During my high school acting days I remember one rehearsal in particular when my director was giving me specific notes about my performance. I felt that her criticism wasn’t justified and I tried to defend myself. She gave me some advice that day that I always apply to my business. She told me simply to listen to direction and not to make excuses.

In your career as a business owner or freelancer, you will have clients who aren’t entirely satisfied with the work. That can be a harsh fact, because of the pride people take in their work. However, when a client has concerns, it’s important to remember that the client doesn’t want to hear excuses - even when the problem is not your fault. Here are some things to remember:

RESPOND PROMPTLY - Avoiding a discussion with your client won’t make the problem go away. Acknowledge their concerns by returning their call and/or email quickly.

LISTEN ATTENTIVELY - You might not consider the client’s concerns to be very serious, but they do. Listen to what they have to say and don’t dismiss them. Ask questions. Make notes. Show them that you are eager and willing to correct the problem.

OFFER SOLUTIONS - Give your client options as to how the problem can be rectified and assure your client that you will take the steps necessary to ensure satisfactory results.

It can be very difficult to accept criticism, but running a successful business depends on your ability to meet those challenges and satisfy your clients.