Great work awaits

On behalf of the entire Timelapse team, thanks for choosing our agency! We’re excited to do great work for you and build a lasting, productive relationship.

To achieve the best results—and thoroughly enjoy the process—we've laid out some customer success guidelines. If you have any questions, ideas, or comments that could make our collaboration even more productive, we'd love to hear them.

1. Working together

The single biggest problem in communication is the illusion that it has taken place.

George Bernard Shaw

Organization

Brief

Reviews

Confidentiality

2. Sharing a plan

An hour of planning can save you ten hours of doing.

Dale Carnegie

Establishing a roadmap and scope

Ongoing projects

Out-of-scope requests

Last-minute rescheduling

Rush fees

3. Making it real

A good tool improves the way you work. A great tool improves the way you think.

Jeff Duntemann

Asana

Asana is our project management tool. It’s where we organize and delegate all the work that we do by assigning tasks and deadlines to individual team members. You're welcome to join Asana for complete transparency on the status of your project. Here’s a quick video on task management with Asana.

Harvest

Harvest is where we track our time. Upon request, we can provide you with detailed, monthly reports of how we use the hours you've paid for. We can always conduct joint reviews to ensure our time and resources are packed with value for you.

If we realize we're running out of allocated time on a given project (or exhausting a monthly limit), we'll reach out to you for course-correction in the short-term and related adjustments to upcoming plans.

Google Drive

This is where we'll host presentations, spreadsheets, and collaborative Docs. We make sure your files are siloed and inaccessible by other companies; we carefully monitor sharing settings, keeping your information safe and exactly where you need it.

Figma

Figma is our prototyping and web design tool. We frequently share links to the wireframes we create using the platform, allowing you to make comments directly.

Slack

Slack is our preferred app for both internal and external coordination; we set up and use shared Slack channels with most of our clients.

On Slack, we recommend addressing your messages to specific team members by using the “@” function; this ensures your message is immediately seen by the right person for the task (our team typically has notifications set to “mentions," meaning we might miss a message if you neglect to use the @). For cases where you want everyone's attention, use the @channel function.

For example, when requesting an update on a deliverable, use “@” to notify your primary point of contact. If you instead have a quick question about a hexadecimal color code, that's clearly a question for your Timelapse team's visual designer. Please feel free to reach out to them using @, or through a direct message. Keeping nonspecific chatter to a minimum maximizes our productivity, lowers stress, and is excellent for the heart ;).

Dropbox

We store the files you provide us with, as well as all native creative files, on Dropbox. We'll share links to relevant documents on a regular basis and can even provide you with access to your entire client folder. In terms of intellectual property, every draft we refine belongs to you just as much as its final version.

Webflow

Webflow is our preferred Content Management System, website builder, and hosting server.

4. Putting it in writing

If you think nobody cares if you're alive, try missing a couple of car payments.

Earl Wilson

Contracts

Invoicing schedule

Payment options

Artwork licenses