Step 3: Order Closure
Duration: 1 hour Owner: Account Manager Tool: Notion, QuickBooks, Google Forms
Objective
Successfully deliver completed order, collect final payment, gather feedback, and transition client to post-delivery support.
Inputs
- Completed costumes/garments (from Operations)
- Final quality check passed
- Client final fitting approved
- Delivery logistics confirmed
Activities
1. Pre-Delivery Preparation (15 min)
Coordinate with Operations:
- Confirm all pieces completed and quality-checked
- Verify packaging and garment bags ready
- Confirm care instructions printed for each piece
- Get final production photos
Coordinate Delivery:
- Confirm delivery date, time, location with client
- Arrange logistics (in-person pickup, shipping, courier)
- If shipping: Track shipment and share tracking number
- If in-person: Schedule handoff appointment
Prepare Delivery Package:
- Completed costumes in garment bags
- Care instructions for each piece
- Technical drawings and specifications (for client records)
- Final production photos (digital and/or printed)
2. Final Invoice & Payment (10 min)
Send Final Invoice (3 days before delivery):
- Amount: 25% final payment (or balance due)
- Payment due: Day of delivery
- Include: Invoice, delivery schedule, payment methods
Email Template:
Subject: Final Invoice - [Project Name] Ready for Delivery!
Hi [Client Name],
Exciting news - your [costumes/pieces] are complete and ready for delivery!
Attached is your final invoice for $[Amount] (final 25% payment). Payment is
due upon delivery on [Date].
Delivery Details:
- Date: [Date, Time]
- Location: [Address or pickup location]
- Contact: [Delivery coordinator name and phone]
What You'll Receive:
- [X] completed pieces in garment bags
- Care instructions for each garment
- Technical drawings for your records
- Professional photos of completed work
Looking forward to seeing your reaction!
Best,
[Your Name]
Payment Options:
- Credit card (3% processing fee)
- Bank transfer (preferred, no fee)
- Check (must clear before delivery)
3. Delivery & Handoff (20 min)
In-Person Delivery:
- Arrive 10 minutes early
- Walk through each piece with client
- Demonstrate care instructions
- Answer any questions about fit, alterations, or storage
- Collect feedback on experience
- Confirm payment received
Shipping Delivery:
- Coordinate tracking and signature requirement
- Follow up within 24 hours of delivery
- Schedule video call to walk through care instructions
- Send feedback survey via email
Delivery Checklist:
- All pieces accounted for
- Garment bags labeled with character/piece name
- Care instructions included
- Technical drawings provided
- Photos shared (digital or printed)
- Payment collected
- Client signs delivery receipt
4. Client Feedback Collection (10 min)
Send Post-Delivery Survey (within 24 hours):
Survey Questions (Google Form):
- Overall satisfaction with final product (1-5 stars)
- How well did the costumes meet your vision? (1-5 stars)
- Quality of craftsmanship (1-5 stars)
- Timeliness of delivery (1-5 stars)
- Communication throughout project (1-5 stars)
- Likelihood to recommend Kyndof (1-10, NPS)
- What did we do well?
- What could we improve?
- May we feature your project in our portfolio? (Y/N)
- Would you work with us again? (Y/N)
Email Template:
Subject: We'd Love Your Feedback - [Project Name]
Hi [Client Name],
Thank you for choosing Kyndof for [project]! We hope the [costumes/pieces]
exceeded your expectations.
We'd love to hear about your experience. Please take 2 minutes to complete
this quick survey: [Survey Link]
Your feedback helps us continuously improve and serve clients like you better.
As a thank you, we're offering 10% off your next project!
Best,
[Your Name]
5. Project Closure in Systems (5 min)
Update Notion:
- Order Status: "Completed - Delivered"
- Delivery Date: [Actual delivery date]
- Final Payment: "Received" (or track outstanding)
- Client Satisfaction Score: [From survey]
- Attach: Final photos, client testimonial (if provided)
Update QuickBooks:
- Mark final invoice as paid
- Close project accounting
- Archive all receipts and expense documentation
Slack:
- Post in #sales-wins channel to celebrate
- Thank team members in project channel
- Archive project channel (keep searchable)
6. Post-Delivery Support Setup (5 min)
Warranty & Support:
- Kyndof offers 90-day workmanship warranty
- Add client to post-delivery support calendar
- Set 30-day check-in reminder
- Set 90-day check-in reminder
Follow-Up Schedule:
- Day 7: "How's everything going?" check-in
- Day 30: "One month later" check-in, address any issues
- Day 90: "Warranty expiring soon" notice, offer maintenance service
7. Relationship Nurturing (5 min)
Add to Ongoing Marketing:
- Tag in Notion as "Completed Client - Eligible for Repeat Business"
- Add to quarterly newsletter list
- Follow on social media (if appropriate)
- Send holiday card or small thank-you gift
Referral Request (if high satisfaction):
Subject: Know Anyone Else Who Needs Custom Costumes?
Hi [Client Name],
It was a pleasure working with you on [project]! If you know anyone in
[theater/film/events] who could benefit from custom costume design, we'd
love an introduction.
As a thank you, we'll give you and your referral 10% off your next project.
Thanks for being an amazing client!
Best,
[Your Name]
Outputs
- Costumes delivered to client satisfaction
- Final payment collected
- Client feedback survey submitted
- Order marked complete in all systems
- Post-delivery support scheduled
- Relationship nurturing initiated
Success Criteria
- Client satisfaction score ≥ 4.5/5
- Final payment collected within 7 days of delivery
- No outstanding issues or complaints
- Client willing to provide testimonial or referral
- Client tagged for repeat business in Notion
Post-Delivery Issues Protocol
| Issue | Response Time | Resolution |
|---|---|---|
| Fit adjustment needed | Within 24 hours | Schedule alteration appointment, no charge if within 30 days |
| Manufacturing defect | Immediate | Repair or replace at no charge |
| Damage during shipping | Within 4 hours | File insurance claim, expedite replacement/repair |
| Care instruction questions | Within 12 hours | Provide detailed guidance, offer cleaning service if needed |
| Client wants additional pieces | Within 2 business days | Create new proposal, offer repeat client discount |
Common Issues & Solutions
| Issue | Solution |
|---|---|
| Client delays final payment | Send reminder day 3, call day 7, escalate to Sales Director day 10 |
| Client unhappy at delivery | Immediate escalation to Sales Director, schedule review meeting, offer solutions |
| Client requests immediate alterations | Assess feasibility, prioritize if urgent production need |
| Client wants rush second order | Check Operations capacity, offer rush pricing if feasible |
| Damage discovered upon unboxing | Document with photos, determine cause, repair/replace immediately |
Metrics to Track
Order Completion:
- On-time delivery rate (target: ≥95%)
- Order accuracy (spec match, target: 100%)
- Final payment collection time (target: ≤7 days)
Client Experience:
- Satisfaction score (target: ≥4.5/5)
- Net Promoter Score (target: ≥50)
- Repeat client rate (target: ≥60%)
- Referral rate (target: ≥30%)
Operational:
- Post-delivery issue rate (target: \<5%)
- Warranty claim rate (target: \<2%)
- Testimonial/portfolio permission rate (target: ≥70%)
Celebration & Recognition
When order successfully closes:
- Post client photo in #sales-wins Slack channel
- Recognize team members who contributed
- Add case study to portfolio (with client permission)
- Share success in monthly company meeting
Process Complete!
After Order Closure, the client transitions from "Active Order" to "Completed Client" and enters the relationship nurturing and repeat business pipeline.
Next Steps for Client:
- Post-delivery support (warranty period)
- Quarterly marketing touchpoints
- Opportunity for repeat business
Next Steps for Sales Team:
- Document learnings in Notion (what went well, what to improve)
- Update SOPs if new insights gained
- Apply insights to future client engagements