Client Communication Standards

The Client Communication Standards SOP defines how Maryland Productions and Event Revolution staff communicate with clients at every stage of the job lifecycle. Consistent, clear, and professional communication builds trust, reduces misunderstandings, and creates a strong foundation for long-term relationships.

This SOP applies to all staff who communicate with clients—sales, project managers, technicians, warehouse, logistics, and freelancers representing the company on-site.

Purpose

  • Ensure all communication with clients is professional, consistent, and timely.

  • Set expectations for tone, clarity, responsiveness, and documentation.

  • Reduce confusion during quoting, advancing, and on-site operations.

  • Strengthen MP/RV’s brand identity and client relationships.

  • Provide staff with clear examples of correct communication practices.

Core Principles

All client-facing communication must follow these principles:

1. Clarity Speak plainly, avoid jargon unless the client is technical, and confirm important details in writing.

2. Professionalism Maintain a polite, respectful tone—especially under pressure.

3. Timeliness Respond quickly to questions, changes, and issues.

4. Consistency Ensure all staff represent the company with a unified voice and style.

5. Documentation Record important decisions, approvals, and changes in the job notes.

Communication Channels

Client communication may occur through:

  • Email (preferred for documentation)

  • Phone or video calls

  • Text messages (only for urgent matters)

  • In-person meetings or walkthroughs

All verbal or informal communication must be followed up with written confirmation.

Response Time Standards

  • New leads: within 1 business day

  • Active projects: same day or within 24 hours

  • Urgent show-day questions: immediate or as soon as safely possible

  • Billing questions: within 48 hours

If you cannot provide an answer immediately: - Acknowledge receipt - Give a timeline for the full response

Communication During Each Stage

1. Lead Intake

  • Thank the client for reaching out.

  • Gather essential details.

  • Confirm date, venue, and budget in writing.

  • Set expectations for quoting timeline.

2. Quoting & Proposal

  • Summarize the quote clearly in the email body.

  • Highlight major items, assumptions, and limitations.

  • Invite the client to ask questions or request revisions.

  • Document any requested changes.

Never send a quote without reviewing spelling, pricing, and clarity.

3. Contracting & Deposit

  • Clearly explain deposit, payment terms, and contract requirements.

  • Confirm once the contract is received.

  • Do not begin prep or scheduling until contract/deposit is confirmed.

4. Advancing / Pre-Production

Communication during advancing must be:

  • Detailed

  • Consistent

  • Easily referenced

Include: - Load-in schedule - Power requirements - Rigging needs - Crew list - Diagrams, plots, and cable paths - Any responsibilities the client must provide

Communicate changes promptly and document them.

5. On-Site Interaction

Everyone on-site represents the company.

Expectations: - Be polite, calm, and solution-oriented. - Provide clear updates without overwhelming clients with technical details. - Avoid jargon unless the client is technical. - Do not complain about the venue, crew, or schedule. - Ask for approval before major changes.

6. Strike & Post-Event Communication

  • Thank the client before leaving the venue.

  • Note any issues that may impact billing.

  • If equipment or show flow changed during the event, communicate this in writing afterward.

  • Send follow-up email the next business day when appropriate.

Documentation Requirements

All important communication must be logged in:

  • Current RMS (MP)

  • Flex (RV)

  • Project management tool (e.g., Monday.com)

  • Shared email threads when applicable

Document: - Client approvals - Changes to equipment or scope - Schedule changes - Budget changes - Any potential conflicts or risks

Tone & Language Guidelines

Recommended tone: - Confident - Friendly - Direct - Solution-oriented - Professional

Avoid: - Sarcasm or negativity - Overly casual language - Criticizing the client, venue, or other vendors - Oversharing internal issues - Unapproved commitments (“We can do that”) when unsure

Use simple phrases: - “Here are your options…” - “To confirm, you’re requesting…” - “This change may affect budget/timeline.” - “We’ll take care of that.” - “Please let me know if you need anything else.”

Example Email Structure

Subject: Clear and descriptive (e.g., “Updated Lighting Quote for Gala – 5/14”)

Greeting: Use the client’s name.

Body: - Short summary - Clear explanation of what is attached or changed - Any client responsibilities - Request for confirmation

Closing: - Friendly, professional sign-off

Troubleshooting & Exceptions

Client not responding - Follow up after 3–5 days. - Escalate if deadlines are approaching.

Client becomes upset or frustrated - Stay calm and professional. - Acknowledge the concern. - Offer solutions or options. - Escalate to PM or leadership if needed.

Technical request outside your expertise - Avoid guessing. - Let them know you will check with the appropriate technician.

Client contacts technician directly - Technician should loop in PM.

Quality Control

  • All communication must be logged and traceable.

  • Emails must be clear, organized, and free of errors.

  • Tone must remain consistent across MP/RV staff.

  • Client-facing staff should receive periodic communication training.