Behind Schedule Retainers | Process

Scenario: We have a retainer project that has fallen behind schedule. In other words, we are not keeping pace and using the hours available each month, which is resulting in a surplus of hours. This situation often arises due to lack of client initiatives, client capacity issues or New Breed capacity issues. 

Goal: Communicate to the client that we have hours available to use. Provide the client with playbook recommendations and options for how to get caught up with hours. Through these efforts, we aim to use up hours and get back on schedule

Process: 

• Manager of production flags retainer projects that are behind schedule
  • • MOP shares list with managers 

• Managers plan to connect with ICs on communication strategy
  • • Managers can use 1 on 1s to plan with ICs and/or book separate meetings to review

• ICs determine if the client has a plan for how they would like to use the hours and get caught up with pace/schedule
  • • If the client has a plan, work to schedule the tasks and hours in Kantata
    • Ensure that the plan allows for us to get back on track with hours and pace
    • Closely track over the next few weeks or month 
    • If this plan is not working, see next step to proceed

• If the client does not have plans for how to use the hours (or they are not sticking to a determined plan), recommend playbooks that can be implemented that will provide valuable deliverables to the client
  • • ICs send out email template that provides options for using hours
      • Email template is only an inspiration/guide. It does not need to be copied and pasted.
• Get approval from client to use hours (we may move forward regardless if client is not responding)
  • • Schedule out tasks for playbooks and work through deliverables
    • Continue with playbooks and/or other initiatives until we are back on track with hours and pace for the retainer
    • Managers follow up with ICs, as needed, to ensure a plan is in place
    • Continued monitoring by the IC/manager

Email Template:

Hello!

I’m reaching out to notify you that we have fallen behind schedule on our [insert project name and hours details here] project. Since we are behind schedule, it means we have a surplus of hours that can be used for valuable initiatives. We would love to get back on track and use your hours, so we have a few recommendations: 

• Short overview on playbook #1 (links)

• Short overview on playbook #2 (links)
• Short overview on playbook #3  (links)

Please let us know if you’d like to move forward with any of these initiatives or meet to discuss more. Thank you!