Practice Guidelines

This page sets out Get Set’s best practices, developed over time. Its purpose is to ensure consistency across the organization, and compliance with the guidelines will enable panel members to receive optimal benefit from working with Get Set. Much of what is contained in these guidelines should go without saying, but for clarity, consistency and the highest levels of quality and service, we mention them here.

At Get Set, we pride ourselves on good quality service and fast turnaround times. The work produced by our team members is comprehensive and polished, and turned around faster than expected. Those who have mastered working with Get Set have the following attributes in common:

  • They are easily contactable;
  • They are responsive – they reply to mails and messages quickly;
  • They are consistent;
  • They are professional – they do what they say they will do, at the standard expected of them, and on time;
  • They communicate well – their communications are timely, courteous, clear and polished, and use correct language; and
  • They use Get Set branding on all communications.

New Briefs

We receive different types of briefs:

  • Marketing Strategy briefs;
  • Fractional CMO briefs; and very occasionally

  • When we receive a new brief, we assess the client’s needs (by call or email), and get a sense for the skills and experience required. With this initial assessment, we decide which panel members would likely be best suited for the job and contact them to ask whether they are available for the work.
  • With their approval, the appropriate panel member/s are put forward to the client who completes our Client Onboarding Form and accepts our Terms to proceed.
  • The panel member/s appointed are put in contact with the client and should obtain clear instructions on the ambit of the work and all facts pertinent to it.
  • When work is underway and it becomes clear that deadlines will not be met, panel members should either negotiate an extension with the client in advance of the deadline or contact Get Set to request assistance (for example, additional panel members being assigned to the task or administrative assistance).
  • Panel members may not be assisted in Get Set work by colleagues who are not themselves Get Set panel members. Where skills are required from practitioners outside of the panel, panel members should contact Get Set to arrange a referral or other solution.
Clients

  • Almost all Get Set’s clients are companies and the contact people liaising with our panel members are fairly sophisticated and used to working with consultants. On the odd occasion that the client is a private individual, extra care should be taken to explain the work, the expected time frames and the expected costs. Should circumstances arise where these factors change, further care should be taken to communicate the changes and their possible implications to the client.
  • Where clients are private individuals, the sensitivity to cost and changes to expected costs are more closely felt, and this should be at the forefront of the relevant panel member’s mind when dealing with them.
Quoting

  • Where a proposal has been issued in respect of work, it is the panel member’s responsibility to ensure that the amount invoiced is in line with the proposal (or an explanation is included where it is not).
  • Where a proposal is likely to be exceeded, it is the panel member’s responsibility to bring this to the client’s attention as soon as the fact becomes apparent. This is to manage expectations and avoid surprises at invoicing time.

Quality Control

  • Panel members are required to ensure that they work only within their field of specialization and on work appropriate for their level of experience.
  • Where the input of a senior or specialized panel member or our editor is required, panel members may request Get Set to arrange such input.
Client Meetings

  • Client meetings are held by phone or video call using whatever technology the parties are comfortable with.
  • In-person meetings, when required, are held at clients’ offices. Where this isn’t possible, panel members may request Get Set to arrange a meeting room, or where appropriate, a meeting can be arranged at a casual venue, eg: a coffee shop.
  • Client meetings may not be held at a panel member’s home or office.

Emails

  • Each panel member will receive details of his/her own Get Set email account, which should be added to all devices which he/she uses to send and receive emails, eg: PC, tablet, phone.
  • For support with the setup and administration of their email accounts, panel members may contact Loucile.
  • All emails sent in respect of Get Set work should be sent from the panel member’s Get Set email account with the prescribed email auto-signature.
  • All emails should have text in black and using Roboto font.
    Emails should be proofread, and should not contain slang or emojis.

Time Recording and Invoicing

Note: Due to the increasing workload undertaken by panel members and the number of invoices processed each month, these requirements are mandatory. Time recordals and invoices not complying with these guidelines will not be processed.

  • We use Harvest for Fractional CMO time capturing because it is simple to use on a PC or mobile phone and it allows us to generate invoices automatically through our accounting software with minimal administrative intervention. On admission to the panel, each panel member will receive an invitation to Harvest.
  • A new project will be created for each new Fractional CMO engagement, and a panel member allocated to that matter. Once created, the panel member can proceed to capture time to that project. Time records will be kept for internal monitoring purposes only as the client will be invoiced for an agreed monthly secondment fee.
  • Get Set issues invoices to clients at the outset of a strategy brief and beginning of each month for Fractional CMO work.
  • Panel members should invoice Get Set for their agreed fees on issue of invoice to the client for strategy briefs and at the beginning of each month for Fractional CMO services. Panel members needn’t include each time attendance in his/her invoice to Get Set – a one-liner “Attendances – Month/Year” and the total fee will suffice.
  • Invoices should be dated the last day of the previous month and made out to Get Set (with registered address 115 Kelvin Drive, Morningside, Gauteng 2196, South Africa and VAT number 2023/810494/07 with the following referencing convention: Client Name/Brief Name/Panel Member Initials/Get Set Invoice Number (all details reflected on the respective client invoice), and include your name, address, contact details and VAT number (if you have one).
  • In the limited circumstances that a panel member is not using Harvest for time capturing, he/she should submit invoices by the last day of the month to.
  • Time should be recorded by the hour (broken into 10 units of 6 minutes each, rounded up). For example: 6 hours and 15 minutes of work should be recorded as 6.3 hours; and 1 hour and 12 minutes should be recorded as 1.2 hours. No invoice should reflect time increments with more than one decimal point, eg: 1.35 hours.
  • Our invoicing culture is based on the principle that each attendance should directly reflect value received by our clients. As such, we don’t charge for anything that may be perceived as ‘petty’, for example emails and telephone calls to and from Get Set, travel less than 30 kms, very brief telephone calls and emails etc.
  • Get Set can issue quotes and invoices in various currencies. Should the client location or matter type warrant the use of a currency different to ZAR, panel members should communicate this clearly both to the client and to Loucile. In the case where fees are recovered in foreign currency, panel members may elect to have such fees paid to them in such foreign currency or in ZAR. Payment in ZAR will not attract transaction costs. Payment in other currencies will be at panel members’ own cost.
Relationship Management

  • At Get Set we pride ourselves on careful and personal relationship management. As such, we take great care in welcoming feedback and handling difficult situations in a way that is optimal for all role players.
  • Feedback from panel members and clients is welcomed. It doesn’t happen often, but when we receive negative feedback, as difficult as it may be to hear, we are presented with our greatest opportunities to improve and innovate.
  • Where panel members battle with difficult situations involving clients, we welcome the opportunity to assist in whatever way is appropriate in the circumstances, and we encourage panel members to communicate with us on these issues.
Fees

  • Get Set will charge clients standardized rates for its Panel Members based on their seniority and experience (and adjusted for inflation from time to time).
  • Panel Members will take home between 40% – 50% of the (VAT exclusive) rates charged to clients.
  • Standardized rates to be applied and charged (or any amendments to rates) will be communicated to Panel Members on joining the panel and at the outset of each new engagement.
Get Set Team Meetings and Social Events

  • Where circumstances allow, Get Set holds 2 events (of 2-3 hours each) per year.
  • Because Get Set is run remotely, the events are an important part of the business.
  • We try to schedule the events at times when most panel members will be available, and we ensure that they do not take more time than is absolutely necessary.
  • As such, panel members are required to diarise the event dates early and to prioritize them over other work obligations.

Leave

  • Panel members should give Get Set reasonable notice of planned time away from the office and, where there are matters expected to be active during the leave period, notify the relevant clients and work with Get Set to make arrangements for another panel member to attend to the work in their absence.
  • Panel members are responsible for setting up email autoresponders during periods of absence. Should they require emails sent to them to be automatically forwarded to Get Set while they are away, they should request this from Get Set.

Marketing

Our approach to marketing

  • We recognise the importance of a smart and focused marketing strategy that will continue to build the brand, grow our client base and strengthen the community that we serve.
  • We have a rolling PR plan to feature topical stories about Get Set and our services with key industry and media contacts.
  • We rely on content marketing to provide a value exchange to our audiences, commissioning articles for our website that are relevant both to our audiences and to our business that we can share within our networks (including LinkedIn, Instagram, YouTube, our quarterly newsletter and the occasional News Flash).
  • We engage in relevant online conversations and share relevant content in order to:
  • raise awareness of the brand and position the business correctly (which includes credibility through thought leadership); and
  • attract new clients and panel members.


What to expect from Get Set in social media

  • Valuable content – no fluff.
  • Curated content that is interesting for our target audiences.
  • No over-communication.
  • Consistency.
  • A communication style that is accessible, practical and persuasive.
    A ‘tone of voice’ in social media that is friendly, professional, dynamic, respectful, quietly confident, conversational and never aggressive.
  • Careful and considered responses to comments, after internal deliberation.
The importance of the Panel

  • We profile the panel on our website and feature new members when they join and when they have articles and/or points of view to share.
    Panel members are required to declare their panel membership on their LinkedIn profiles to strengthen both their and the panel’s stature.
  • We encourage panel members to contribute and be profiled within our content marketing activities. We approach panel members to commission articles and other content, involve them in PR and video where possible and request a point of view or quote on a topic from time to time.
  • We encourage panel members to follow Get Set on social media platforms and to share content published by us to help increase our profile and reach. We also encourage panel members to join our social media pages and groups and take part in group discussions where relevant and of interest.
  • We encourage panel members to join our company pages and groups, and to share updates on Instagram and LinkedIn and subscribe to YouTube (for example fresh articles published on the Get Set website which are of interest to you).

Technology

Get Set introduces software and security measures incrementally to streamline its operations and enhance its service to its clients. Panel members should be open to these adjustments and use them to the extent required by Get Set.

Devices

  • Get Set has a Bring Your Own Device Policy, allowing panel members to use their own laptops, desktops, tablets and mobile devices for work.
  • This is subject to a strict Device Security Policy to ensure that panel members’ devices are secured against the most basic software vulnerabilities and unauthorized access. The device security obligations have evolved over time in line with global best practice, and is available here.