Client Communication SOP
Version: 1.2 Last Updated: 2026-01-15 Owner: Sales Director Applies To: All Sales team members
Purpose
Ensure consistent, professional, brand-aligned communication with clients throughout the onboarding process.
Communication Principles
Brand Voice
Kyndof's communication style is:
- Professional yet warm - We're experts, but approachable
- Clear and transparent - No jargon, honest about capabilities and timelines
- Client-focused - Listen first, then offer solutions
- Creative and inspiring - Reflect the artistry of our work
Response Time Standards
| Communication Type | Target Response Time |
|---|---|
| New lead inquiry | Within 4 business hours |
| Client email (active project) | Within 2 business hours |
| Client phone call | Answer live or return within 1 hour |
| Urgent/time-sensitive | Immediate (within 15 minutes) |
| After-hours | Acknowledge within 1 hour, full response next business day |
Exceptions:
- Sales Director approval needed: Add 2-4 hours
- Complex technical question requiring Design input: Add 4-8 hours (communicate delay)
Email Templates
Template 1: Welcome Email (Initial Contact)
When: First outreach to new lead Tone: Enthusiastic, professional, inviting
Subject: Welcome to Kyndof - Let's Create Something Amazing
Dear [Client Name],
Thank you for your interest in Kyndof! We specialize in creating [custom costumes/fashion pieces] for [theater/film/events/private collections], and we'd love to learn more about your project.
I'm [Your Name], and I'll be your primary contact throughout this process. I'd like to schedule a brief 15-minute call to understand your vision and see how we can bring it to life.
Are you available for a call on:
- [Option 1: Date, Time, Timezone]
- [Option 2: Date, Time, Timezone]
- [Option 3: Date, Time, Timezone]
In the meantime, here are a few examples of our recent work that might inspire you:
- [Portfolio Link 1 - relevant to their industry]
- [Portfolio Link 2 - similar style]
- [Full Portfolio - website link]
Looking forward to collaborating with you!
Best regards,
[Your Name]
[Title]
[Email] | [Phone]
[Kyndof Website]
Template 2: Follow-Up (No Response)
When: 24 hours after initial email with no response Tone: Polite, helpful, non-pushy
Subject: Re: Welcome to Kyndof - Following Up
Hi [Client Name],
I wanted to follow up on my previous email about your [costume/fashion] project. I know inboxes can get busy!
I'm excited to learn more about your vision and share how Kyndof can help. If the times I suggested don't work, feel free to book directly on my calendar: [Calendar Link]
Or, if you'd prefer, you can fill out our quick project questionnaire and I'll send over some initial ideas: [Questionnaire Link]
No pressure—just wanted to make sure you had what you need!
Best,
[Your Name]
Template 3: Proposal Cover Email
When: Sending formal proposal Tone: Professional, confident, clear next steps
Subject: Kyndof Proposal - [Project Name]
Dear [Client Name],
Thank you for the opportunity to work on [project description]. I'm excited to share our proposal for bringing your vision to life.
Attached is a detailed proposal covering:
✓ Scope of work and deliverables
✓ Timeline and production process
✓ Investment and payment terms
✓ Our commitment to quality and collaboration
**Key Highlights:**
- [Highlight 1: e.g., "Historically accurate 1920s evening gowns"]
- [Highlight 2: e.g., "Delivery 2 weeks before your premiere"]
- [Highlight 3: e.g., "2 fitting sessions included"]
I'm confident we can create exceptional [costumes/pieces] that exceed your expectations and support your [production/event/vision].
**Next Steps:**
I'm available to discuss the proposal at your convenience. When would you like to schedule a call?
- [Option 1: Date, Time]
- [Option 2: Date, Time]
Or feel free to reply with any questions—I'm happy to walk through everything via email if you prefer.
Looking forward to creating something amazing together!
Best regards,
[Your Name]
[Title]
[Email] | [Phone]
Template 4: Proposal Follow-Up (48 Hours)
When: 48 hours after proposal sent, no response Tone: Helpful, not pushy, offer assistance
Subject: Re: Kyndof Proposal - [Project Name] - Any Questions?
Hi [Client Name],
I wanted to check in on the proposal I sent over on [Date]. Have you had a chance to review it?
I'm here to answer any questions or discuss adjustments. Some clients find it helpful to:
- Jump on a quick call to walk through the proposal together
- See additional portfolio examples
- Discuss alternative timeline or pricing options
What would be most helpful for you?
Best,
[Your Name]
Phone Call Scripts
Script 1: Needs Assessment Call Opening
Tone: Warm, structured, professional
"Hi [Client Name], this is [Your Name] from Kyndof. Thank you so much for joining me today!
I'm really excited to learn about your project. Over the next 15 minutes, I'd like to ask you about your vision, timeline, budget, and how you prefer to collaborate. Then I'll share how Kyndof can support you and outline our next steps together.
Sound good? Great! Let's dive in.
First, tell me about the project. What are you creating, and what role do the costumes play?"
[Listen actively, take notes in Notion]
Script 2: Handling Pricing Questions
When: Client asks "How much will this cost?" early in conversation Approach: Educate, gather info, set expectations
"That's a great question, and I want to make sure I give you an accurate number. Our pricing depends on a few factors:
- The complexity of the design (period accuracy, embellishments, materials)
- The number of pieces you need
- Your timeline (rush projects have premium pricing)
- Number of fittings and revisions
To give you a ballpark: [Simple/Standard/Complex] projects typically range from [$ Low] to [$ High].
Based on what you've shared so far, I'd estimate your project would fall in the [Range] range. Once we complete this needs assessment, I'll send you a detailed proposal with exact pricing within 24 hours.
Does that timeframe work for you?"
Script 3: Handling Objections
Objection: "Your pricing seems high compared to [mass production/online retailers]."
Response:
"I completely understand—there's a big difference between mass-produced costumes and custom, handcrafted pieces.
Here's what you're investing in with Kyndof:
- One-of-a-kind designs tailored exactly to your vision
- Professional-grade materials that photograph beautifully and last through productions
- Expert pattern making and construction (our lead designer has [X years] experience)
- Dedicated fittings to ensure perfect fit and movement
- Direct collaboration with you throughout the process
Mass production is great for standardized needs, but if you need something truly unique that elevates your [production/event], custom is the way to go.
That said, I'm happy to discuss ways to work within your budget—maybe we focus premium effort on hero pieces and use simpler construction for background costumes?"
Objection: "I need this faster than your timeline allows."
Response:
"I hear you—timelines are tight in [theater/film/events]! Let me be transparent about what's feasible.
Our standard process is [X weeks] to ensure quality and proper fittings. If you need it sooner, we do offer rush service:
- [Rush timeline]: +30% rush fee, prioritized in our production schedule
- [Ultra-rush timeline]: +50% rush fee, requires overtime and weekend work
Alternatively, if we simplify the design or reduce the number of pieces, we might hit your timeline without rush fees.
What feels like the right trade-off for you—timeline, budget, or scope?"
Escalation Protocol
When to Escalate to Sales Director
Immediate Escalation:
- Client requests contract terms outside standard template
- Pricing negotiation below minimum margin (20%)
- Celebrity/high-profile client (reputation risk)
- Legal or intellectual property concerns
- Client threatening or abusive behavior
24-Hour Escalation:
- Client requests spec work (free design samples)
- Payment dispute or deposit delay beyond 7 days
- Scope creep exceeding 20% of original proposal
- Client unable to make decisions (approval bottleneck)
How to Escalate:
- Send Slack DM to Sales Director with summary
- Tag in Notion client record with "@Sales Director - Need Approval"
- For urgent issues: Call directly
Communication No-Nos
Never Say:
- "I don't know" (instead: "Let me find out and get back to you within [timeframe]")
- "That's not my job" (instead: "I'll connect you with [appropriate person]")
- "We can't do that" (instead: "Here's what we can do...")
- Promise specific designs/outcomes without Designer approval
- Quote pricing without verifying with Finance
Never Do:
- Commit to timelines without checking Operations capacity
- Offer discounts >10% without Sales Director approval
- Send proposals without internal review
- Skip needs assessment and jump straight to proposal
- Ignore client for >4 hours during business day
Slack Communication
When to Use Slack vs. Email with Clients
Slack Preferred:
- Quick updates during active production
- Informal check-ins
- Sharing in-progress photos
- Rapid back-and-forth on design details
Email Required:
- Formal proposals and contracts
- Payment requests and invoicing
- Major scope or timeline changes
- Anything requiring legal record
Internal Slack Channels
| Channel | Purpose |
|---|---|
#sales | General sales team coordination |
#sales-leads | New lead notifications and assignments |
#project-[client-name] | Client-specific project collaboration |
#sales-wins | Celebrate closed deals! |
Brand Voice Examples
Good Examples:
✅ "We'd love to bring your 1920s vision to life! Our team specializes in period-accurate costumes with authentic construction techniques."
✅ "I understand timelines are tight. Let's explore what's possible—I'll check with our production team and get back to you within 2 hours."
✅ "That's a fantastic reference image! Our designer will be excited to work with that aesthetic."
Bad Examples:
❌ "We do costumes." (too terse, not inspiring)
❌ "Wow, that's a really challenging timeline—I don't think we can do it." (negative framing)
❌ "Per your request, attached please find the proposal." (too formal/robotic)
Accessibility & Inclusivity
Inclusive Language:
- Use gender-neutral terms unless client specifies preference
- Avoid assumptions about body types or sizes
- Respect cultural sensitivities in costume design
- Offer virtual fitting options for remote clients
- Provide alternative communication methods (email, phone, Slack, video)
Accommodation Examples:
- ASL interpreter available for video calls (upon request)
- Large-print proposal formats (upon request)
- Flexible meeting times for different time zones
- Async communication options for neurodiverse clients
Metrics & Quality Checks
Track in Notion:
- Response time (target: \<4 hours for initial contact)
- Proposal conversion rate (target: >40%)
- Client satisfaction score post-onboarding (target: ≥4/5)
- Time from initial contact to signed contract (target: \<7 days)
Monthly Review: Sales team reviews communication metrics and discusses:
- Which templates are most effective
- Common objections and how to improve responses
- Client feedback on communication quality
- SOP updates needed
Version History
| Version | Date | Changes |
|---|---|---|
| 1.2 | 2026-01-15 | Added accessibility guidelines, updated response times |
| 1.1 | 2025-11-20 | Added Slack communication section |
| 1.0 | 2025-09-01 | Initial SOP creation |
Next Review: 2026-04-15