Sales & Client Experience
*************************

The Sales & Client Experience chapter defines the workflows, communication standards, and
relationship practices used by Maryland Productions and Event Revolution to ensure a consistent,
professional, and positive client journey. This includes the entire front-of-house cycle: lead
handling, quoting, contracting, client communication, expectation management, on-site experience,
and post-event follow-up.

This chapter outlines how MP/RV presents itself to clients—from the first inquiry to the final
invoice—and ensures everyone follows the same standards of clarity, accuracy, and professionalism.


Purpose
=======

- Create a consistent client-facing experience across all MP/RV projects.
- Ensure clear expectations during the sales and booking process.
- Improve communication and reduce misunderstandings.
- Establish best practices for responding to inquiries and building relationships.
- Support project managers and technicians by providing accurate client information.
- Strengthen MP/RV’s brand reputation and professional image.


Who This Section Is For
=======================

- Sales staff  
- Project Managers  
- AVisionary (lead response role)  
- Administrative staff handling quotes and billing  
- Technicians interacting with clients at events  
- Freelancers working in front-facing roles  

Any staff member communicating with clients should understand and follow the policies in this
chapter.


Core Responsibilities
=====================

The Sales & Client Experience workflow includes:

- Responding promptly to inquiries.
- Collecting essential event details (date, venue, budget, contact).
- Understanding client expectations and pain points.
- Building clear, accurate estimates.
- Securing contracts and deposits.
- Managing communication during pre-production.
- Ensuring a professional on-site experience.
- Gathering feedback and nurturing client relationships post-event.


Client Communication Standards
==============================

Clients expect professionalism, clarity, and responsiveness. All communication should follow these
guidelines:

- Respond to leads within **1 business day** whenever possible.
- Use clear, direct language—avoid jargon unless the client is technical.
- Document important conversations in Current RMS or Flex.
- Maintain a positive and solution-oriented tone.
- Confirm changes or agreements **in writing**.
- Never speak poorly of competitors, vendors, or clients.
- Be transparent about pricing, limitations, and availability.

MP/RV values long-term client relationships. Every interaction should reinforce trust and competence.


Stages of the Client Experience
===============================

1. Lead Response
----------------

Handled primarily by the **AVisionary** or designated sales staff.

Standards:
- Respond quickly.
- Gather venue, date, budget, and client goals.
- Ask clarifying questions without overwhelming the client.
- Enter lead information into the CRM or project system.

Outcome:
- Qualified leads move to the **Quotation** stage.


2. Quotation & Proposal
-----------------------

Building the estimate in Current RMS or Flex.

Steps:
- Confirm inventory availability.
- Apply correct labor, trucking, and accessory charges.
- Write clear proposal notes explaining assumptions.
- Provide multiple options if appropriate (good / better / best).
- Proofread pricing and spelling before sending.

Goal:
- Present a clean, professional quotation that inspires confidence.


3. Contracting & Deposit
------------------------

The formal agreement.

Requirements:
- Client must sign contract before scheduling warehouse prep.
- Deposits must be collected when required.
- Confirm the client understands cancellation and change policies.
- Finalize job status in the system.

This stage moves the project into **Advancing**.


4. Pre-Production Communication
-------------------------------

During advancing:
- Keep the client updated on schedule, changes, and requirements.
- Provide clear load-in and show-day expectations.
- Address client questions promptly.
- Share diagrams, power needs, and crew schedules as needed.
- Document any client-approved changes.

Goal:
- Ensure the client feels informed and supported.


5. On-Site Client Experience
----------------------------

Every MP/RV staff member represents the company at the venue.

Expectations:
- Arrive professionally and on time.
- Maintain a clean, organized working environment.
- Communicate respectfully with venue staff and client representatives.
- Offer proactive solutions to problems.
- Provide clear updates without over-explaining technical details.
- Stay flexible when client needs evolve.

The on-site experience should feel smooth, efficient, and drama-free.


6. Strike & Post-Show
---------------------

- Thank the client before leaving (crew lead responsibility).
- Ensure the venue is left clean and undamaged.
- Conduct a quick verbal recap with the client if appropriate.
- Make note of any issues that need to be reported to the PM.


7. Follow-Up & Relationship Building
------------------------------------

After the job:
- Send final invoice promptly.
- Address questions about billing or charges clearly and professionally.
- Thank the client for the opportunity to work together.
- Ask for feedback if appropriate.
- Document important client notes for future interactions:

  - Preferences  
  - Venue quirks  
  - Budget tendencies  
  - Special requirements  

Goal:
- Encourage repeat business and long-term relationships.


Linked SOPs
===========

.. toctree::
   :maxdepth: 1

   lead_intake
   quotation
   client_communication
   contracting
   advancing
   onsite_protocol
   post_show_followup
   brand_voice_guidelines