Client Welcome Packet

WELCOME!

We are thrilled at the possibility of partnering with your business. Our clients are provided with an unparalleled experience, turning their business visions into reality. We treat our clients’ businesses as if they are our own. Working together, we lay out a goal, create tasks, and ensure your business is poised for growth. Using our proven CAPO method, we audit, optimize marketing, and ensure that growth is sustainable.

In order to make our working relationship successful, efficient, and enjoyable, we’ve compiled this welcome packet.
Included you will find:

If you need anything clarified further, or have more questions, feel free to reach out to Jen directly at jen.balletto@ballettoOBM.com

To a successful partnership,

How we Work

Time is our most precious commodity. We work as a hyper-focused team to ensure that your goals are met in the time allotted.

You’ll feel the difference when we have your back.

Hours of Operation

In current times, working remotely has been an invaluable adaptation but it does come with unique challenges. To ensure our team is always responsive to your needs, we take on a limited number of retainer clients at a time. Our Monday-Friday hours of operation allow seamless collaboration with Eastern Standard Time, and European time zones. We have also had great success working with our Pacific Standard Time clients. Jen has over two decades of experience working remotely in the pharmaceutical advertising industry with national and international clients, and her teams spread between Philadelphia and New York. This includes regulatory review and new product launches. It is one of the most demanding playing fields that exist. We can confidently promise that neither where we are physically located, nor what time zone we are currently in will hinder the high level service we provide.

Payment & Invoicing

All payments are securely paid upfront using bank transfer or credit card. Invoices are sent electronically (on the 1st of the month for retainer clients). All services are prepaid and work will commence once payment is received.

Refunds

When you buy a package of time with us, we commit to having enough time available to serve you. Our commitment to you affects how we work with our other clients. For that reason, we don’t offer refunds. In the rare event that you have unused hours in an hourly based retainer package, you can roll them over into the next retainer time block only.

Confidentiality

We take your confidentiality very seriously. We adhere to a strict confidentiality code and no information will be divulged to a third party. All documentation sent to us will be returned upon completion and payment as requested.

Intellectual Property

What’s yours, is yours. We will not share or reuse any of your creative, or intellectual property of any kind. Creative content that we develop for you, is also yours. Frameworks, processes, ideas, customizable templates, etc. that we develop for our clients, remains our intellectual property. Additional clarity can be established on a case specific basis.

Packages

We offer various types of services that include: one-off service packages, hourly based retainer packages, scope based retainer packages, and project based retainer packages.

Time Tracking

If you purchase an hourly based package of any kind, all time spent on your projects is tracked to the minute. We will send you weekly progress reports to keep you updated on how our team is utilizing your hours.

Meetings

One of our core pillars is the value of time. In the event that you need to change or cancel a scheduled meeting, we require 24-hour notice. In turn, we promise to honor our appointments and be on time as well. Recurring meetings can be scheduled Tuesday-Thursday, from 7:00-10:30 am and 3:30-5:00 pm EST. A scheduled Breakthrough Strategy Session or VIP Day can not be conducted without receipt of the client questionnaire in the required timeframe. This is because we promise to deliver a certain level of quality in these one-off sessions. Without the pre-work, that won’t be possible. We are not interested in lowering the level of service we provide to our clients. If a session needs to be rescheduled for this reason, or if a reschedule is needed by the client, one free reschedule is included in the purchase price.

Perks and Promises

Collaboration is the lifeblood of our business. We are here to be present for you, and welcome new and fresh ideas from our clients at all times. We use various tools to stay connected as we work virtually with you as your support system. This is the case whether your business is online or brick and mortar.

All calls and emails will be returned within 24 hours during business days (Monday to Friday).

That means we will:

1. Respond to email and phone messages promptly. If you find us on chat, we’re available to talk.
2. Follow-up with clients to ask for feedback.
3. Make recommendations and offer solutions.
4. Go the extra mile to make our clients happy.
And if you see us on chat, feel free to message.

Depending on specifics of custom retainer packages, we will ideally share a beginning of day and end of day status update so the latest information is always flowing back and forth.

Project Turnaround Times: We will communicate a timeline with clear milestones and deliverables so you know what to expect every step of the way. These will be customized based on our discovery and audit processes, not cookie cutter actions.

Tech Tools: We will work with you within your PM and CRM tools if you have an already established routine. We will manage your work from a PM standpoint on our end using ClickUp. If you don’t use any project management software, you can be looped into our ClickUp temporarily.

How to Get Started

1. Discovery Call

We want to learn where you are in your business. Where do you feel you’re succeeding, and where do you feel you’re lacking support? This complimentary 30-minute session is the first step towards understanding your needs and assessing whether or not our team is a good fit for your business. Book your Discovery Call now!

Based on our discovery call, we will send you a proposal and suggest the right Online Business Management package for you. The proposal will include our rough insights, pinpoint potential projects, and next-step recommendations.

2. Breakthrough Strategy Session

This one-off, 90 minute strategic planning session is typically the next step for all clients to kick off our working relationship.

This is your opportunity to share everything and let us know exactly which areas of your business you want to improve, how you think your team & projects can be better managed, and what systems you want to put into place to make your business run smoothly. It is also our opportunity to evaluate your needs, your team & projects, and your overall business structure. We are now a team. As a team, we want to identify what can be taken off your plate simply and effectively. This is how we begin to turn things into a well-oiled machine, allowing you to get back to the parts of the business you love. Learn more about these sessions on our services page.

3. VIP Days

A VIP Day is a “done-for you” offering that lasts 3-8 hours (within a 24 hour period of time) that leads a client through a 3-5 phase transformation or method. It is an intensive that accomplishes a specific task, that would usually take approximately four weeks. VIP Days are custom projects, but are usually conducted with bookend video calls, one at the beginning and one at the end of the 24 hour window. Your OBM is fully accessible and by your side during this GET IT DONE period.

4. Retainer Packages – The First 90 Days

A first retainer package is always custom, and usually for a duration of 90 days. This is an ideal block of time to do and observe various things. This gives us appropriate time to zero in on what makes your business flourish. We are also on the lookout for which areas need some clean up, where money is wasted, and which processes need improvement or implementation. As masters of efficiency, we want to make sure your business is reaching its full potential and no tasks are missed.

During this time, we’ll fix immediate leaks and lay the foundations for future goals and performance.

Ongoing Services

You’ll start to see the payoff of all the hard work, and notice a shift in the day-to-day. Some of the stress will start to melt away. Now you can focus on bigger picture goals, assess how all the changes made to date are going, and tweak as needed. It’s the perfect time to finalize your new SOPs.

Our ongoing scope, project and retainer packages are based on a combination of Online Business Management and Implementation, which could include the following:

Project & Team Management

Systems Building & Standard Operations Procedures (SOPs)

Monitoring Metrics & Analysis

Recruiting & Vetting Employees/Contractors

Revenue Generating Activities: Strategizing & Monitoring

Industry and Market Research

Strategy sessions and ongoing meetings (we recommend one monthly touch base call, and quarterly strategy sessions)

Management of eCommerce Setup & Website Integration

Autoresponders, Sales Funnels & Marketing Campaigns

Management of Website Design, Development & Maintenance

Sales Pages and Landing Pages