Step 2: Order Tracking
Duration: Ongoing throughout production (4-12 weeks typical) Owner: Account Manager Tool: Notion, Slack
Objective
Maintain continuous visibility into order status, proactively communicate with client, and coordinate cross-functional activities.
Inputs
- Active order record in Notion
- Production timeline from Operations
- Design milestones from Fashion Design
Activities
1. Daily Status Monitoring (5 min/day)
Check Notion Order Tracker:
- Current phase status (Design / Pattern / Construction / Fitting / Final)
- Upcoming milestones and deadlines
- Blockers or delays flagged by team
- Client action items pending
Check Slack Project Channel:
- Updates from Fashion Design or Operations
- Material sourcing status
- Any issues requiring Sales intervention
2. Weekly Client Updates (30 min/week)
Send Status Email Every Friday:
Subject: [Project Name] - Weekly Update
Hi [Client Name],
Here's your weekly progress update:
✅ Completed This Week:
- [Milestone 1: e.g., "Initial design sketches presented and approved"]
- [Milestone 2: e.g., "Fabric swatches selected"]
🔄 In Progress:
- [Activity: e.g., "Pattern making for lead character gown"]
- [Activity: e.g., "Sourcing embellishments for ball scene costumes"]
📅 Coming Up Next Week:
- [Milestone: e.g., "First fitting scheduled for Tuesday, Jan 23 at 2pm"]
- [Action needed: e.g., "Please confirm availability for fitting"]
We're on track for delivery on [Date]!
Let me know if you have any questions.
Best,
[Your Name]
Include:
- Progress photos (if available and appropriate)
- Timeline visual with current status highlighted
- Any client decisions or inputs needed
3. Milestone Coordination (As needed)
Key Milestones Requiring Coordination:
Design Approval (Week 1-2)
- Schedule client design review meeting
- Present sketches and concepts
- Document feedback and approvals in Notion
- Update order status to next phase
Fabric Approval (Week 3-4)
- Send fabric swatches or digital samples
- Confirm material selections
- Track fabric procurement timeline
First Fitting (Week 4-5)
- Confirm client/actor availability
- Coordinate with Fashion Design for mockup readiness
- Schedule 2-hour fitting window
- Document fit notes and required adjustments
Final Fitting (Week 7-8)
- Schedule final fitting session
- Coordinate any last-minute alterations
- Get client sign-off on completed pieces
- Confirm delivery logistics
4. Issue Management (As needed)
When Issues Arise:
Minor Issues (resolve immediately)
- Fabric delivery delay (\<1 week impact)
- Design tweak requests
- Scheduling conflicts for fittings
Major Issues (escalate to Sales Director)
- Timeline delays >1 week
- Budget overruns >10%
- Client dissatisfaction or scope disputes
- Production quality concerns
Issue Resolution Protocol:
- Identify issue and impact (timeline, budget, quality)
- Consult with affected function (Design/Operations)
- Develop 2-3 solution options
- Present to client with recommendation
- Document decision and update timeline/scope
- Follow change order process if budget/scope changes
5. Change Order Management (As needed)
When Client Requests Scope Changes:
Evaluate Impact:
- Design complexity change
- Additional pieces or characters
- Material upgrades
- Timeline acceleration
Create Change Order:
- Document requested changes
- Get cost estimate from Finance
- Get timeline impact from Operations
- Calculate revised pricing
Get Approval:
- Present change order to client with pricing and timeline impact
- Require written approval (email or signed addendum)
- Collect additional deposit if >20% cost increase
- Update contract and Notion record
6. Payment Milestone Tracking (Ongoing)
Monitor Payment Schedule:
- Deposit (50%): Due at contract signing
- Mid-project (25%): Due after first fitting
- Final (25%): Due at delivery
Payment Follow-Up:
- Send invoice 3 days before milestone
- Send reminder if payment not received by due date
- Pause work if payment >7 days late (notify Sales Director)
- Coordinate with Finance on collection if >14 days late
Outputs
- Weekly client status updates
- Up-to-date order status in Notion
- Documented milestone approvals
- Change orders processed (if any)
- Payment milestones collected on schedule
Success Criteria
- Client receives weekly updates (100% on-time)
- No surprises - issues communicated within 24 hours of identification
- All milestones met or delays communicated proactively
- Client satisfaction maintained ≥4/5 throughout project
Communication Templates
Issue Notification Template
Subject: [Project Name] - Update on [Issue]
Hi [Client Name],
I wanted to give you a heads up on [issue description].
Situation: [What happened]
Impact: [How it affects timeline/budget/quality]
Our Plan: [How we're addressing it]
Options:
1. [Option 1: e.g., "Wait 1 week for original fabric, delivery moves to X"]
2. [Option 2: e.g., "Use alternative fabric, stay on schedule"]
Which option works better for your needs? I'm happy to discuss on a call if helpful.
Best,
[Your Name]
Change Order Approval Template
Subject: Change Order for [Project Name]
Hi [Client Name],
Per our conversation, here's the change order for:
[Description of requested changes]
Impact:
- Additional Cost: $[Amount] (itemized below)
- Timeline: [Impact on delivery date, if any]
Detailed Pricing:
- [Item 1]: $[Amount]
- [Item 2]: $[Amount]
To proceed, please reply confirming approval. We'll send an updated invoice
for the additional 50% deposit ($[Amount]) to begin work on these changes.
Let me know if you have any questions!
Best,
[Your Name]
Notion Fields to Update Regularly
Order Record:
- Current Phase: [Design/Pattern/Construction/Fitting/Final]
- % Complete: [Estimate based on milestones]
- Last Client Update: [Date]
- Next Milestone: [Description and date]
- Blockers: [Any issues]
- Change Orders: [Link to change order records]
Common Issues & Solutions
| Issue | Solution |
|---|---|
| Client unresponsive to update emails | Call directly, try different communication channel |
| Production behind schedule | Assess impact, communicate proactively, offer solutions (rush fee, phased delivery) |
| Client requests frequent changes | Set expectation on change order process, document all changes |
| Payment delayed | Send friendly reminder day 5, firm reminder day 7, pause work day 8 |
| Client unhappy with design direction | Schedule immediate review call, present alternatives, loop in Lead Designer |