How to Improve the Client Experience| Creatives Grab Coffee 36

Welcome to Creatives Grab Coffee, a podcast on the business of video production, hosted by Dario Nouri and Kyrill Lazarov from Lapse Productions.

Our goal is to make the video production industry smaller by creating a sense of community. Whether you are a creative, an entrepreneur, or a professional, there is knowledge for you to learn. Join us as we have industry professionals from around the world come on the show and share their insights on the industry and business. Welcome to Creatives Grab Coffee. Welcome to Video Production.

Today we welcome Adam Duguay from Coelement Inc. A strategic and creative storytelling partner for purpose-led businesses and organizations. Listen as we dive into what it takes to improve your client experience, growing your business, working in small markets and many more topics.

Timestamps

  • 00:00 – Intros
  • 03:05 – Defining your value and quantifying assets when starting a service-based business with multiple partners
  • 06:28 – Reliance on the strength of relationships you make with clients
  • 08:20 – Growing trend of micro-agencies
  • 11:27 – Saturated market and competition
  • 13:00 – Setting client expectations with budgets
  • 13:27 – Paying for expertise is the value
  • 14:47 – Working in small markets
  • 16:47 – Coelement & Adam’s background in the industry
  • 19:20 – How to become a great producer and growing
  • 22:00 – Importance of enthusiasm as a producer
  • 23:22 -Producer teach leads the video production process
  • 24:40 – Know how to work with agencies of all sizes
  • 28:34 – Direct-to-client vs Agency work
  • 30:32 – How nimble companies can scale up and down
  • 33:29 – Building in contingency plans into budgets to avoid surprises
  • 35:48 – Differentiating/diversifying as a production company in a competitive market
  • 38:30 – Human element
  • 39:10 – Focus on the experience, you want your clients to tell those stories 
  • 41:30 – Treat yourself as a client
  • 42:54 – Differentiation through strategic marketing
  • 47:11 – Intuition on audience perception 
  • 50:11 – How to maximize your creativity within constraints
  • 52:04 – Guide your client through the process of understanding the limitations of their budget (in a nurturing way)
  • 55:00 – How contingency budgets help
  • 57:15 – Be transparent with the client on process and budget
  • 1:00:46 – How to pitch during the sales process
  • 1:04:58 – Be prepared to walk away
  • 1:06:40 – “Agreement in principle” – prepare a solution for clients to circulate and discuss internally.
  • 1:07:25 – Make sure there is mutual respect
  • 1:11:20 – Build sustainability within your company
  • 1:13:10 – RFP’s can help fine-tune your sales process
  • 1:14:00 – Rejection can allow room for improvement
  • 1:15:00 – Time is more important than money
  • 1:17:36 – Looping a property into your assets (increasing company value)
  • 1:20:04 – Insurance protects your company and employees
  • 1:22:23 – How remote working affects your company 
  • 1:24:06 – Invest in your talent and lay down a path for growth
  • 1:26:17 – Challenges of sole owner vs. partners
  • 1:29:02 – Outro

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