Policies and Procedures

Updated July 31, 2024

Overview

This policies and procedures document is crafted to facilitate seamless collaboration between you, Marketing Boss, and the marketing vendors who will be collaborating on your projects. This document outlines essential guidelines and protocols that will help streamline our interactions and ensure the highest quality of project outcomes. We encourage you to become thoroughly familiar with these policies, as they play a critical role in promoting effective communication, meeting deadlines, and maintaining the integrity of all marketing initiatives. By adhering to these procedures, you can expect a smooth and productive experience as we work together to achieve your marketing goals.

Vendor Delegation and Communication Policy

Delegation of Strategy Items

In the event that specific tasks or items for a third-party vendor to complete come up in a discussion about strategy, the Chief Marketing Officer (CMO) will relay pertinent information, including any available meeting transcripts and recordings, to the vendor. The Client acknowledges that it is the vendor's responsibility to confirm their capability to undertake the proposed tasks. Furthermore, the vendor must establish clear deadlines for completion and is required to seek direct clarification from the Client regarding any questions or uncertainties that may arise during the execution of the assigned tasks. This process ensures that both the vendor and the Client have a mutual understanding of expectations and timelines, fostering accountability and effective project management.

Vendor Management Clause

Delegation of Tasks to Vendors

The Marketing Boss team is authorized to delegate tasks to vendors solely based on a clear understanding of the Client's scope of work and the terms of engagement established with those vendors. To facilitate effective vendor management, it is highly recommended that the Client provides the Marketing Boss team with copies of any agreements or contracts they have in place with vendors. In the absence of such documentation, Marketing Boss team cannot be held responsible for assigning tasks to the incorrect vendor or for any costs or fees incurred from mis assignments outside the defined scope. Furthermore, Marketing Boss team shall not be liable for failing to assign a task if it was unaware of an existing vendor opportunity due to a lack of provided information from the Client.

Third Party Vendor Disclaimer

Vendor Recommendations and Liability

In instances where the Marketing Boss recommends a third-party vendor service or platform, it is acknowledged that due diligence has been exercised to vet and evaluate the suitability of such vendors. However, Marketing Boss is neither affiliated with these vendors nor liable for any actions, omissions, or failures that may occur as a result of their services. Should any issues arise, the Client is encouraged to escalate these matters to the Marketing Boss team, who will provide reasonable support and assistance in addressing the concerns. Nevertheless, the resolution of such issues may require direct communication and engagement with the third-party vendor in question.

Vendor Communication and Oversight Clause

Keeping the Marketing Boss Informed

The Client acknowledges the importance of maintaining open lines of communication regarding any meetings or discussions with third-party vendors that the Marketing Boss team manages. To ensure that quality assurance is upheld and that deadlines and expectations are met, the Client agrees to keep the Marketing Boss team informed of all relevant interactions. While direct communication with vendors is encouraged for expedience, the Marketing Boss team must be included in discussions to oversee the project effectively.

Vendor Updates

From time to time, Marketing Boss will provide updates on behalf of vendors as a convenience. However, vendors are responsible for providing updates on the progress of their projects. They are required to cc Marketing Boss in these communications to facilitate feedback. On some occasions, vendors may be required to send updates exclusively to Marketing Boss to allow for quality assurance before sharing with the Client. If the Client has not received an update from a vendor, they should contact the vendor directly and cc Marketing Boss, enabling Marketing Boss to assist in following up as well.

Marketing Boss Participation in Meetings

The project manager from the CMO's team will make every effort to attend any meetings where the Client and vendors are present. In situations where attendance is not possible, the project manager will review any notes or recaps provided by the Client to ensure alignment and awareness of project developments. This collaborative approach is essential for maintaining the integrity and success of the project while fostering a productive working relationship with all parties involved.

Access to Platforms and Data Policy

Direct Access Requirement

In order to ensure seamless data extraction and the successful implementation of integrations, the Client must provide the Marketing Boss and any assigned vendors or programmers with direct and secured access to relevant platforms and data sources. This access is imperative for the accurate analysis, reporting, and execution of marketing strategies.

Responsibility for Delays and Technical Issues

If the Client and their team fail to provide the necessary secured access within a reasonable timeframe of 7 days from an initial request, the Marketing Boss team and associated vendors cannot be held accountable for any delays or technical issues that may arise in the course of the project. Any guidance required to grant this access will be provided in writing and/or via a virtual meeting; however, should any complications occur because of improper or delayed access, their resolution falls outside the Marketing Boss team’s responsibility.

Walkthrough and Responsibility Limitation

While the Marketing Boss team and vendors are available to walk the Client and their team through the access setup processes, we will not be responsible for repairing any issues that stem from inadequate or delayed access provision. Proper access is critical to avoid disruptions and delays in project timelines.

DIY Configuration Option

Should the Client be unable or unwilling to provide direct and secured access to relevant platforms and data sources, the Marketing Boss team and vendors can offer guidance for self-configuration. This includes providing detailed instructions and virtual walkthroughs to assist the Client in setting up their marketing platforms. However, it is important to note that without professional execution by an assigned vendor or programmer, the Marketing Boss team cannot guarantee the accuracy or functionality of the setup. Consequently, any issues or complications arising from self-configuration will be the responsibility of the Client, and the Marketing Boss team will not be held liable for any resulting delays or technical problems.

Potential Additional Fees

Failure to provide the necessary secured access in a timely manner may incur additional fees. These fees could include, but are not limited to, costs related to extended project timelines, additional labor, or third-party service expenses required to address access-related issues.

By adhering to these requirements, the Client helps ensure that projects proceed smoothly and efficiently, minimizing potential setbacks and additional costs.

Review and Approval Policy

Timely Review and Approval

The Marketing Boss Clients shall have [10] business days from the date of receipt to review and approve or reject any marketing project deliverables submitted by the Chief Marketing Officer (hereinafter referred to as "CMO"). The review period shall commence upon receipt of the deliverables by the Client.

Default Approval

If the Client fails to provide written approval, comments, or rejections within the specified [15] business days, the submitted deliverables shall be deemed approved by default. In such cases, the CMO shall have the authority to proceed with the execution of the project as outlined in the submitted deliverables.

Post-Approval Changes and Additional Charges

Should the Client require any modifications or changes to the deliverables after the default approval has been enacted and the project has commenced, any additional costs incurred due to these changes shall be borne by the Client. These costs may include but are not limited to, additional production expenses, third-party vendor fees, and any other reasonable costs associated with making the required changes.

Notification of Default Approval

The Marketing Boss team shall notify the Client in writing when the default approval is enacted, emphasizing that the project will proceed as initially submitted unless immediate action is taken by the Client.

By mutual agreement, these terms may be adjusted if necessary to fit specific project timelines or requirements.

Quality Assurance

Marketing Boss will do their best to ensure quality approval on all deliverables submitted for review based on the information received from the Client and reference documents such as brand guides, marketing plans, and other preferences expressed in writing. Clients are responsible for communicating any changes, preferences, and ensuring that everything is factual and accurate based on their areas of expertise.

30-Day Termination Clause

General Termination Rights

Clients have the right to terminate the contract at any point with a 30-day notice, for any reason. This termination request must be submitted in writing and will be effective 30 days from the date of receipt by the CMO.

Exception to 30-Day Termination

Notwithstanding the general termination rights, if the return on investment (ROI) from the project has not reached a break-even point due to poor customer service or uncooperative behavior from the Client, the Client will be obligated to either:

Continue the contract for an additional 90 days, or
Pay the fees associated with the project for an additional 90 days from the date of the termination notice.

This exception ensures that the Marketing Boss team and vendors are not unfairly penalized for issues beyond their control.

Written Notice Requirement

The termination notice must clearly state the reason for termination and any issues that may have contributed to the decision. This allows for an open dialogue and provides an opportunity to address and rectify any concerns before contract termination.

Fee Responsibility

If the Client opts to pay the fees for the additional 90-day period instead of continuing the contract, an itemized invoice will be provided detailing the costs incurred. This payment must be settled within the standard payment terms outlined in the initial contract agreement.

By adhering to these terms, both parties can ensure a fair and equitable resolution in the event of contract termination.

FAQ's

Frequently asked questions

How will my projects be managed?

During your onboarding session, we will discuss project management for your specific account. We recommend using a project management software that your vendors and our team can access so we can collaborate on projects. During your onboarding meeting, we will ask you to add specific members of our team to your software. You can also go ahead and start by adding communications@marketing-boss.com as an admin so our team can add users and guests as needed. If you do not have project management software, don't worry. You can set up an account at ClickUp CLICK HERE and share your access with us, and we will set everything up for you. We can also simply add your projects to our ClickUp account so be sure to tell us what you prefer when we have our onboading call with you.

Start a FREE ClickUp Trial

How can I communicate with the team day to day?

During your onboarding session, we will introduce you to the team that is working on your account. They will share their contact information with you. However, for day-to-day communications, we recommend that you reach out via Slack for real-time communications. You can expect to receive an invitation to Slack from us or one of our preferred vendors if your plan includes a vendor credit with a preferred vendor that has a Slack account. You can also invite us to your Slack. With Slack you can communicate with us directly via Direct Message or with the team to collaborate on projects and share ideas.

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How can I communicate with the team when I want to share files or feedback on a project?

We recommend using your project management software for communications related directly to specific tasks, especially if you want to share attachments, provide instructions, feedback, etc. If it's a timely communication you may also want to send a Slack message to alert the team that you shared something time-sensitive in the project management app. You can also use Slack if you are not comfortable with the project management software yet. In some instances, you may want to share large files through a link to a shared drive like drop box or google drive. You can use the project management software or Slack just make sure that you tag the project manager for your account and/or the team member who needs the files etc.

What if my files are too large for Slack or email?

For large files or a large quantity of media assets like photography and video, you can use software like drop box or google to upload your media and share via a link. If you don't have a shared drive for your business, we can provide you with limited storage on ours. Just ask your project manager for a link you can use.

If I am not familiar with Slack or project management software, can I just communicate through email?

We understand that Slack and Project management may require a bit of a learning curve so if you are not familiar with these platforms yet and prefer to email us, you can certainly do that. However, our team is constantly on top of tasks, and your message may get buried or missed if it comes in via email, so if it's something important or time-sensitive, it helps if you also text us to let us know. You can text the team directly to the personal numbers they provide you with or text the team at (404) 751-3594. You can also CC multiple people on each email you send to ensure that someone catches it. For example, if you send an important email, you can always CC communications@marketing-boss.com and the company admin will receive a copy and will help alert the team on Slack or ClickUp on your behalf.

Will the team ever send me communications through email?

Our team will send you regular updates via email and provide you with important items or things to review and approve, especially if you are not as active on Slack. We will also CC you and expect to be CC'd on emails that are exchanged with potential or existing vendors we may be collaborating with on projects for your account. You will note that in most emails generated by us or that we participate in, there are usually multiple people CC'd to help ensure that we stay on top of things as a team for you.

Should I take meeting notes?

You are encouraged to take notes at each meeting to jot down important tasks and insights. However, we record and transcribe most meetings and save them for 90 days. In addition, we will ensure that the tasks and deadlines discussed are reflected in your project management software.

How will I be billed?

Payments are drafted automatically each month according to your monthly plan using your card on file. To set up or update your card on file, simply CLICK HERE You can use this same link to update it at any time.

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What should I do if I want to change the payment card on file?

If, for any reason, you want to update or change the credit card that you put on file with us, you can CLICK HERE You can use this same link to update it at any time.

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What is the best way to request a task from a Marketing Boss or a vendor that you manage for me?

While you are getting acclimated to project management best practices and even after you become a pro, we want to encourage you to send us quick task requests using a simple task request form CLICK HERE which helps us track a running list of tasks you need us to complete/manage. Any requests that you submit through this form will be routed to our project managers so they can assign it and track it for you. You can also use Slack to send us a quick note or draft an email if it's something complex or you want to CC multiple people. Make sure that you use Task Request in the subject so our team can easily flag it and route it for you.

If my monthly package includes coaching sessions that I do not use, do they roll over to the next month?

Coaching session credits do not roll over, so if you do not use your monthly sessions with your CMO, PM, Mindset Coach, or other Marketing Boss Coach in your plan, they will not roll over or accumulate for use in future months. We do make exceptions to this rule so if you have extenuating circumstances, please discuss them with us at your next check-in meeting with our team.

How can I share access to my platforms and dashboards?

During your onboarding session, we will review all of your platforms and walk you through how to share access with us and our team. You can use a secure password management system like Last Pass to share passwords with us securely however many platforms will require more complex steps that. For example, sharing a login and password to your Godaddy account with us will likely not work. There are double authentication features that will block our team from gaining access even if we have the correct login and password. It's the same with Instagram. You can click HERE to learn more about how to give us access to platforms or set up a time with one of our experts who can walk you through the steps.

What do I need to do if my contact information changes?

If your contact information changes at any time, please let us know as soon as possible. You can use our data entry form to update your contact information anytime. You should use it to make sure that we have:

Your cell phone so we can text you important information
Your birthday so we celebrate you on your special day
Your mailing address so that we can send you postcards and gifts

It takes a few minutes to fill out the form.

Update My Contact Info

What resources are included with my monthly CMO service?

You can refer to your service agreement for a complete list of what is included in your package. Most monthly services clients that have a CMO package can expect to receive:

Access to the Marketing Boss APP: Full access to the resources and courses available in the marketing app. To request access for yourself or anyone on your team (this can include employees or external vendors), you can contact your project manager with the list of people you want us to add. Make sure you include their First Name, Last Name, Title, Email, and Cell Number. You can also use this form to request user access. Click HERE.
Strategy Support: Your CMO (Chief Marketing Officer) is available either monthly, weekly, or biweekly, depending on the package you subscribed to talk about strategy, brainstorm ideas, and offer feedback regarding marketing metrics and performance. Make sure you schedule regular meetings with your CMO according to the frequency outlined in your service agreement.
Quality Assurance Support: Your CMO (Chief Marketing Officer) and PM (Project Manager) are marketing experts who will help ensure that your team and vendors manage projects and tasks efficiently and in a timely manner. We will provide support and insights during check-in with you and directly with your team and vendors. We will also spot-check deliverables and completed tasks to assure quality as much as possible and request corrections on your behalf. In the event that a project or task contains errors that were missed despite these checkpoints, we will investigate to see if it was a technical error, a human error and take steps to ensure that any underlying issues are addressed. If the issue is technical, we will do our best to troubleshoot it with your existing team and vendors and let you know if the issue requires support from any specialists when appropriate. If the issue was a human error, we will take steps to request make-goods from vendors.
Data Analytics Support: Your CMO (Chief Marketing Officer) and PM (Project Manager) will be reviewing KPIs that are important to your business on a regular basis. We will use the data analytics tools you provide, which can include access to dashboards like Google Analytics and CRM tools and, in some instances, create custom reporting dashboards to analyze your data. We can only analyze data that we have access to, so it's important that you and your team give us access to as much data as possible so we can review it and give you the best insights we can about how your marketing is working.
Mindset Coaching: We include at least 1 mindset coaching session with our Marketing Mindset coach in most packages. We believe that by working with a mindset coach, business owners can unlock their full potential, overcome obstacles, and cultivate a mindset that fosters success and growth. Session credits do not roll over, so if you do not use your monthly session, it will not roll over to the next month.

Feeling Inspired?

Would you like to request the task?

If you are feeling inspired and have an idea you want to turn into an action item for your team, use the form below, and our team will be in touch with an estimated completion date. The form makes it easy for you to give us the information that the team needs to get the task assigned by prompting you with questions.

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