MEMBERS-ONLY TIPS, TRICKS & FAQS

CHEER SQUAD ONBOARDING

Thanks for joining (or renewing with) Cheer Squad, the engagement membership program that makes recognizing employees and customers easy, timely, brand-compliant, and cost-effective.

To help you get the most efficiency and financial gains from your membership, we’ve compiled some helpful tips, tricks & FAQs here in “The Locker Room.” We’ll walk you through the basics during onboarding, and you’re welcome to return and reference these materials anytime.

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FIRST THINGS FIRST

Let's Talk Benefits

Cheer Squad makes it easy to put your core values into action with branded direct mail customer and employee engagement touch points you can send “in the moment,” while our team uses proven processes, systems, and people to execute efficiently behind the scenes.

Most importantly, you can start recognizing the people who matter most when it matters most.

DIRECT MAIL CHEER KITS BASED ON YOUR NEEDS
Dedicated Quarterback (i.e. Project Manager)
Branded Online Ordering System
Entire Process Managed by Our Team (Not Yours)
Deep HR and Marketing Expertise
On-Brand Creative Deliverables

OUR PROVEN GAME PLAN

Let's Talk Timing

As a Cheer Squad member (Home or Away team), you receive your chosen set of employee and/or customer engagement kits and a simple, branded website for one-off ordering. (We can also provide stock for your office if you’d like to keep kits on-hand.)

Cheer Squad is all about efficiency, simplicity, and timeliness. That’s why we create all of your kits at once–up front. (We call it the Wind Sprint, of course!)

That means the concepts, copy, design, ordering, and production of each kit moves forward in parallel. The result? Your team can put all of your employee or customer engagement kits to use the moment your online ordering system goes live.

Our “pre-game” process and kit production typically takes about 12 weeks:

Week 1: Client Kickoff
Week 2-3: Create & Quote Contents
Week 4: Review/Choose Contents
Week 5-6: Campaign Creative
Week 7: Review & Approve
Week 8: Order Materials & Assemble
Week 11: Online Store
Week 12: Launch

Process FAQS

What systems will we use?
As a virtual agency, we love systems!

Here is an overview of the systems you’ll use during Cheer Squad:
- Teamwork Projects: Teamwork is our agency-wide project management system. It’s how we keep track of tasks, deadlines, and files for our clients. It’s also how we communicate with you when it’s time to review creative or provide assets or information for your kits.
- Adobe Acrobat: We provide kit creative in PDF form for review and approval. You’ll need Adobe Acrobat installed on your machine to open those files. However, you can preview them directly in Teamwork.
- Quickbooks: We invoice clients using Quickbooks, which allows you to pay online via their Bank Transfer feature or snail mail check. We can also turn on credit card payments, if requested, though a 2.99% fee applies.
What if I prefer calls or meetings?

We understand everyone has their own preferences when it comes to communications.

As a 100% virtual agency with 10+ remote freelancers in various time zones, we use online systems and written communications (almost) exclusively.

Specifically, we require consolidated written feedback so we can return to your exact requests and comments and ensure we’re hitting the mark.

Once we kick off a client engagement, we ask that 100% of communications go through Teamwork vs. calls, meetings, or one-off emails.

At the end of the day, this helps us stay organized, address your comments and concerns quickly, and keep everything moving on time and on budget.

Note: We’re very open about how we communicate with clients from day one, so please make sure your broader internal team is aware so there isn’t any confusion down the road.
What does a Quarterback do?
As your company’s Squad Leader, you will work directly with your Quarterback (i.e. project manager) to ensure that your engagement kits are delivered on time, on budget, and on message–every time.

Think of a Creative Quarterback like a general contractor on a home renovation. Your QB will do the following:
- Be your single point of contact.
- Draft an all-star creative team using our network of proven freelancers.
- Calculate and communicate your variable cost.
- Manage your engagement kit budget.
- Manage all vendors and freelancers.
- Manage all milestones and deadlines.
- Oversee engagement kit fulfillment and online store set-up.
- Coordinate client checkpoints, reviews, feedback, and approvals.
What does Nicole do?

CQB Founder and Head Creative Coach, Nicole is personally involved with every engagement kit.

She provides creative direction to our team, assists with copywriting, and provides input during our internal creative reviews.

Though you’ll communicate most often with your Quarterback, rest assured Nicole is deeply involved behind the scenes on every engagement.

You’re always welcome to reach out to her with questions or concerns, should they arise!
How do program costs work again?

Cheer Squad has three investment components:

Fixed Membership Cost:

A flat squad membership fee includes all creative direction and oversight, concepts, project management, copywriting, design, materials sourcing, and quality control. This is a one-time investment up front (per unique kit type).

Materials Variable Cost:

Once you confirm the contents for each of your kits, you’ll be invoiced for the “estimated variable cost.” This includes the promotional products, packaging, and assembly. (We’re required to pre-pay promotional product vendors and shipping on your behalf.)

*Once kits are complete, we’ll adjust for any over/under cost on your next invoice.

Quarterly Cheer Cost:

If you elect to use our easy online system to fulfill one-off kit orders, we’ll send you one invoice each quarter that includes a flat program/store management fee and assembly/shipping costs for the previous month’s orders.*
What (and who) is our Squad Leader?
That’s up to you!

We require a single point-of-contact from each client who joins Cheer Squad. Though you’re welcome to request other colleagues be added to Teamwork for visibility, your QB will assign all client-side tasks to one person.

It is this person’s responsibility to:
- Complete the kickoff questionnaire.
- Coordinate creative reviews and feedback.
- Consolidate creative feedback and changes (in writing within Teamwork).
- Manage program adoption within your company.
- Oversee online ordering.
- Respond to questions or requests from your QB.
- Receive and route invoices for payment.
How do we order our kits?

That’s up to you!

We can ship all kits to you in bulk for direct distribution or set up one of our simple-to-use branded online ordering sites.

For the latter, you decide who should have access to order one-off kits (or bulk ship to an office), and we ship items directly to individual customers or employees within 2 business days

Shipping tracking information and delivery notifications are routed to the orderer automatically.
What if my payment is late?

The best defense is a good offense!

Make sure we have the correct billing contact so we are sending your invoices to the right person.

Your account must be in good standing prior to engagement kits being released.
What if I need more time for [insert any task here]?

No problem! Let your Quarterback know, and she’ll shift the rest of the project dates back accordingly.
I only see our tasks. Where are yours?

Client-facing tasks and team-facing tasks are stored in separate projects within Teamwork.

For a engagement kit project, we coordinate upwards of 100 internal tasks, dozens of files and messages, and more than five team members.

Rather than clutter your inbox and Teamwork project with details you don’t need to worry about, we keep them separate.
What if there are vendor-side delays?

Promotional products and packaging are produced by third-party vendors (sometimes overseas). With that reality comes a level of uncertainty around shipping, customs, production delays, etc.

The good news is that we’ll troubleshoot any vendor issues that arise on your behalf and keep you in the loop every step of the way.

Very rarely, situations arise that are outside everyone’s control — like volcanic ash grounding FedEx flights.* In those situations, we ask for your patience.

*Yes, it happened.
What if I have international audiences?

All our campaigns are quoted with US Ground shipping by default.

If you’d anticipate international recipients being on your list, be sure to let us know when filling out your kickoff questionnaire so we can plan accordingly.

See the Creative FAQs below for information about requesting additional variations of your card or box.
Is there a minimum kit quantity we can order?

We have a minimum quantity of 50 per kit.
What happens next?

The fun begins!

Watch your inbox for an invitation to our project management system (Teamwork Projects). Once you accept the invitation and login, head over to the “Tasks” list to see what’s next.

We add all your future tasks (and some future deadlines) up front so you have an understanding about what’s coming down the road.

However, you never need to start on a task until your QB specifically assigns a deadline and provides commentary about what you need to do.

Visit Teamwork Projects
What if one (or more) of my kits can't be delivered?

FedEx or USPS may determine a mailer undeliverable for a variety of reasons like your contact moved, the address provided is invalid, etc. In these situations, the mailer will be returned back to you and addressed to the Cheer Squad main point of contact.

CREATIVE FAQS

What if I chose a concept then change my mind?
Things change! We understand completely and are happy to be flexible. Here’s what happens:
- If you change your mind BEFORE we develop the kit creative, there is no charge to switch to another concept we presented to you.
- If you change your mind AFTER we develop the kit creative—but BEFORE we order kit materials—there is a $2,000 fee to switch to another concept we presented to you.
- If you change your mind AFTER we develop the kit creative—and AFTER we order kit materials—there is a $3,000 fee to switch to another concept we presented to you. You are also responsible for the cost of any materials we ordered and are not able to cancel.
- If you want to change your concept to a NEW concept (versus one we presented to you already), there is an additional $1,500 fee to create a fresh batch of concepts.
NOTE: The overall timeline for your kits will shift back accordingly based on the situation. We’ll provide a revised timeline at that time.
How many rounds of edits do I receive?

You receive two rounds of consolidated written feedback for each engagement kit.

We require written feedback (vs. over the phone or in person) so we can reference exactly what was requested and ensure the creative reflects your wishes.

Your designated Squad Leader needs to gather feedback from each of your internal stakeholders, consolidate that feedback, and then provide it to your Quarterback via Teamwork.
What if I have additional edits (beyond two rounds)?

We’re happy to accommodate additional rounds of changes, if needed.

In order to compensate our team members for the resulting work, each additional round of edits (beyond the two rounds we include) will result in a $225 charge being added to your next invoice.
What if our brand changes?

If you need us to adjust the branding on your kits (e.g. your company gets acquired or rebrands), let us know ASAP so we can vet your options and costs for redesigns/reprints/reorders.
How many versions of the card may we do?

Cheer Squad members receive one version of the enclosed card per kit. If you use our online ordering system, you may also include variable data (e.g. recipient name, personal note) at no additional cost.

Want additional creative versions? We’re happy to create additional versions of your card (e.g. different languages) for $300 each. Applicable charges will be added to your next invoice.

NOTE: A “version” means we’re modifying the copy and swapping it into an existing layout. It does not mean an entirely new design.
How many versions of the box may we do?

ALL Cheer Squad members receive one version of the box per each engagement kit.

Want additional versions? We’re happy to create additional versions of your box for $300 each (added to your next invoice).

NOTE: The majority of box vendors have a minimum quantity requirement that must be ordered per version. Box cost is not included in the $300 creative fee above.

NOTE: A “version” means we’re modifying the copy and swapping it into an existing layout. It does not mean an entirely new design.
What about translations?

We’re happy to created different versions of your materials for global employees or clients.

However, YOU are responsible for providing the exact translated copy required for cards or boxes.

See FAQs above for the cost of additional card/box versions.
What brand assets do you need?

If you’re new to Cheer Squad, we’ll add a task for you in Teamwork Projects to upload your brand assets. These should include vector logo files, color codes, font files, and any brand guidelines you may have available.

We also welcome samples of other marketing materials you’ve created in the past that we should use for brand inspiration.

Please upload all brand files to the appropriate Teamwork task.
How should I provide design/copy feedback?

First things first, your designated Squad Leader lead should review creative, gather feedback, and consolidate changes from all necessary stakeholders.

We present copy and design together so you can see how all elements will work together.

Once you have consolidated feedback ready, insert your comments directly into the appropriate Teamwork task or add comments on the PDF files.

If you prefer, you may also paste copy into a Google Doc with markups and comments. Then, share a link in the Teamwork task. Just ensure your QB has permission to view the document first!
Can we order "retail" products?

The goal of Cheer Squad is to provide personalized and creative kits that engage employees or clients.

Retail items typically cannot be customized/branded and are often more costly than those we order directly from suppliers.

If you have a specific item in mind that you want us to include in your batch of concepts, let us know. We can often find something very similar that can be customized–or we may be able to find a better source for the product than what you see on retail sites.
Who will be on my creative team?

We select your team based on your industry and individual freelancer’s skills and availability.

In addition to Creative Quarterback’s client roster, our freelancers have worked with folks like Microsoft Internet Explorer, Chase Bank, the Hoosier Lottery, Indianapolis Motor Speedway, St. Vincent Hospitals, Switchyard Brewing Company, BeeFree Gluten-Free Products, Marketing Evolution, Compendium, Gannett, Indy’s Child, CTI Group, Enterprise Rental Cars, Walmart, Allstate, Charles Schwab, Westin Hotels, First Financial Banks, WordSentry, MarketShare, Rook Security, ProofHQ, CloudOne, Blue Ribbon Products, North American Hardware Association, Indianapolis Super Bowl Committee, David Boudia (Olympic diver), U.S. State Department, ESPNW, University of Tennessee, Avant Healthcare, and many others.

*If we have other Campaign Club members in your industry, we do our best to ensure your creative teams do not overlap.
Can I get samples of the promo products?

If you need to see a physical sample of the promotional product ahead of time*, let your Quarterback know. Depending on the vendor, a sample fee may apply.

*Note: Waiting for samples may delay your overall timeline.

Other FAQS

How do I tell you which kits I want?

We’ll send you a Google Form that helps us gather information about the types of kits you’d like us to create, what quantities you need, and how much you want to spend per kit on variable cost.
How is my estimated materials variable cost calculated?

You select a kit quantity and variable cost budget during kickoff.

We invoice for your entire estimated cost as soon as you submit the kick-off questionnaire. You must be current on all payments prior to your kits being released for shipping.

*You’re welcome to select different variable costs and quantities for each engagement kit type.
Is there a minimum kit quantity we can order?

We have a minimum quantity of 50 per kit.
What if we run out of kits?

Your Quarterback will keep you posted if you’re approaching the “end zone” on a particular kit. (Your online ordering system admin can also check stock anytime.)

We’ll handle reorders of existing kits for no additional charge. If changes need to be made prior to reordering, a change fee could apply and be added to your next monthly invoice.
How do the variable materials cost adjustments work?

We estimate (and invoice for) estimated variable materials cost prior to each kit.

Once your kits are assembled , we calculate the actual variable cost.

The over/under amount will be reflected on your next invoice. (But, we’re usually very close!)
What if I want all my kits onsite?

No problem! We can bulk-ship all your kits to your office if you prefer to management shipments yourself.

In this case, no monthly cheer fee will be incurred.
How do I enable internal teams to use Cheer Squad?

We can help!

Your QB will deliver written documentation with step-by-step ordering system instructions as well as a short presentation showcasing each available kit to your designated Cheer Leader.
What if I have feedback to share?

We’re all ears!

Please route any feedback or suggestions about the Cheer Squad process through your Quarterback.
What if I want to refer another company?

We operate almost exclusively from referrals, so we’d love your help spreading the word about Cheer Squad!

If you refer another company that becomes a member, we’ll also apply a $1,000 credit to your next engagement kit. #winwin
What are Creative Quarterback's virtual "office" hours?

One of the many benefits of working with a virtual agency, is we have team members from different locations and time zones. That means your project work isn’t slated into a Monday-Friday, 9am-5pm schedule.

That being said, we do have regularly scheduled “Time-Outs.”

This is a time our entire team can step back from the business and practice our core value of “Life Comes First.”

See our schedule here

Kickoff Complete!

Now that you know the game plan, it’s time to check out your first tasks and deadlines.