Set and manage ongoing client expectations

This Standard is about client handling: maintaining a relationship with clients in which they feel confident about the production or post production process and realistic about what it can achieve within the constraints of time and budget. This Standard could apply to anyone involved with post production.

1. behave ethically in your dealings with clients and develop

   relationships that demonstrate trust, mutual respect, commitment

   and cooperation

   2. check clients expectations of projects and your part in them are

   realistic at the beginning of the project and as it progresses

   3. use reliable information to determine clients levels of

   understanding of processes and related tasks

   4. help clients understand the workflow and schedule and how they

   are affected by their decisions and information they provide

   5. base your decisions and communication to clients on the needs of

   their project and the expertise you can offer on post production

   6. give clients sufficient information for them to understand the

   feasibility and implications of requests for change that they make

   7. feed-back to clients as soon as possible if things occur which will

   affect schedule, budget or quality propose solutions on which you

   and clients can agree in terms of cost, process and quality, when

   changes or extras are required

   8. keep records of expectations, conversations and agreed actions

   in formats expected by your organisation

   9. feedback to others inside and outside the organisation, aspects of

   client relationships that are relevant to them

   10. identify opportunities to develop new or existing client

   relationships that will benefit your organization

   11. maintain security of files and other material in line with company

   requirements

1. clients needs and priorities and how to understand their needs

   beyond their initial suggestions

   2. the workflow, schedule and budget

   3. current viewing standards and current professional, national and

   international standards of delivery and expressions of best

   practice for the range of platforms and content

   4. company criteria and processes for managing client relationships

   5. the benefits and disadvantages of different ways of

   communicating with people and how to communicate clearly both

   orally and in writing

   6. how to anticipate changes in clients understanding or

   expectations

   7. how to positively communicate necessary adaptations to

   agreements and changes to products

   8. how to present answers to questions and proposals that clients

   will understand

   9. how to identify problems and risks, mitigate risks and what to do

   when things go wrong

   10. how to explain the impact of problems and risks and what is

   feasible and what is not

   11. how to involve clients in joint problem solving

   12. how to identify the feasibility and calculate the impact and cost of

   changes at different stages of projects

   13. methods of collaborative working

   14. how to act as a moderator between people who take different

   points of view

   15. company systems for storage, back up and security