MMG Service Standards

We’re happy to be your marketing team!  And, we’re excited to share more about how we work with our clients.  Further to the Creative Services Agreement (the “Agreement”), these service standards (“Service Standards”) are provided for ease of reference regarding MMG’s business practices.  Please note that these Service Standards may adapt from time to time, and if that affects you, we’ll notify you in writing and/or post online the date when changes take effect.  The new Service Standards terms will be applicable to your next Statement of Work. Please note that references here to “we,” “us” and/or “our” mean MMG, while references to “you” and “your” mean you, our Client.  

 

How We Work Together

  • Scope

    • We’ll provide you with a Statement of Work (“SOW”) outlining the scope of our Services and Deliverables (together, the “Work Scope”).  
    • We will await your confirmation of the Work Scope before beginning our work. You agree that someone with appropriate authority to approve our Work Scope will sign the Agreement and all SOWs. 
    • We appreciate being kept in the loop about your events and happenings.  However, unless you ask us to do so, we do not account for that collaboration in our standard Work Scopes.  
    • Services and Deliverables that are outside of our established Work Scope with you (such as consultations, advisement, and/or meeting participation) are subject to additional charges. 
    • If a Work Scope evolves, we’ll provide the changes in Services, Deliverables, timeframe and costs to you in a new or amended SOW for your written approval. 

  • Timelines

    • Please submit requests for stories, events, small-scale campaigns, unique projects and/or content focused Deliverables 1 month in advance.
    • We understand that things pop up, and sometimes pretty last-minute. We will do our best to accommodate changes and additions, but each such request is considered on a case-by-case basis. 

  • Stories

    • You’ll provide to us 4-6 contacts each month.
    • You’ll provide those contacts at least 4 weeks before your desired publication and/or use date for the related Deliverable(s).
    • We’ll need 2 weeks for coordinating and conducting interviews.
    • We’ll need 1 week for writing.
    • We’ll need 1 week for internal and client edits. 

  • Deliverables and Revisions

    • We understand that any photos, written content, and other materials that are provided to us either directly by you, or by someone else on your behalf, are approved for use in our Work Scope.  So, please obtain any necessary third party consent for that usage.  
    • Some people may prefer that their name, likeness, image and/or other such identifying attributes are not included in our work for you.  To honor those preferences, please obtain in advance any media releases as may be necessary to facilitate provision of our Services, and use of the Deliverables.  
    • If we do not receive feedback in a timely manner, we can’t do great work for you!  So, please provide us with your written guidance requesting any revisions and/or or alterations of Deliverables within 3 business days from their delivery.  Otherwise, we’ll understand that you’ve accepted the work as provided. 
    • Unless otherwise stated in writing, quoted Work Scopes allow for up to 2 rounds of revisions. 
    • We cannot change legacy materials that have already been published or districted.  However, we will try to accommodate updated information that you bring to our attention in future Deliverables.

 

How We Communicate and Collaborate with You

  • Communication and Confirmation

    • The best way to reach us is via email.  We also accept phone calls during business hours, and text messages from time to time.  
    • We will send a follow up email detailing any verbal discussion.
    • We sometimes work odd hours! If you are contacted by a member of our team outside of your working hours, we do not expect a reply until the next business day (unless we indicate otherwise for time sensitive matters). 
    • We appreciate your understanding that we may not get back to you until our “Business Hours” which are usually between 9am to 5pm Monday through Thursday, and 9am to 1pm on Friday, except for federal holidays.
    • We try our best to respond to client communications within 24-48 hours on working days.

  • Collaboration

    • You have a lot on your plate, and we want to be the marketing experts for you! You may sometimes ask us for one thing, and we might recommend something different. It is ultimately your choice; however, we appreciate respectful consideration of our expertise in the field and the value we can provide in marketing and storytelling.
    • We want to do great work together!  As we engage in this professional and creative collaboration, we will treat you with respect and require the same courtesy.  If at any time a conversation becomes unprofessional and/or unproductive, we will not continue it, and reserve the right to reassess our professional relationship. 
    • We may work with third parties to support our work for you.  As a standard, we do not disclose our contractor and/or vendor information.  However, we will require their confidentiality in regard to any non-public information regarding your business. 

  • Meetings

    • Our standard is to provide 2 days advance notice before a meeting, and we appreciate the same courtesy from you.
    • Our standard meetings are 30 minutes held twice a month, or 60 minutes once a month.  If meetings are longer than the allotted timeframes twice within a 12 month period, our hourly rate will thereafter apply for any overage.
    • We need to know who is in any meeting or phone call we attend.  So, please include them on meeting invites, and email us with the functional roles of anyone who we’ve not met previously.