Best Practices: Client Communication

Best Practices: Client Communication

Provide Text & Info in the PDF Statements

1. Enter an Email for Statements in the Statement Design settings. Invariably artists have questions regarding their statements. ‘When will I get paid?’ ‘Do I need to send an invoice?’ Providing a contact email gives reassurance & ensures artists know where direct their questions.

2. Enter a Statement Custom Text & Statement Of Account Custom Text. As previously noted recipients of statements typically have questions; why not provide the answer to frequently asked questions in your statement or email text? You could state when payments will be made, where invoices should be sent, or anything else useful for your payees. Please see below for an example of custom statement text. Feel free to use this as a template for your own custom text, though of course make sure it is customised to your own business’s payment process.

 

If your closing balance exceeds £50, you will be paid within 14 days by bank transfer. Any balances less than £50 will be carried forward to the next period.

If your bank details have recently changed please let us know so we can amend our records & pay you accordingly.  If you need to send an invoice for VAT purposes please include this with your bank details. All invoices should be sent to ***.

If you have any questions or comments please feel free to get in touch.

Provide Text & Info in the Statement Emails

1. As with the PDF statements, make sure you provide a Support Email Address in the Communications settings. This will make sure your email address is specified in the Statement email, which is sent to artists when you publish their statements.

2. You also have the opportunity to provide extra information to your clients in the statement email. The Statement Email Custom Text provided in your email can be similar to that of your PDF statement. The email is the first thing your artists will see when you publish their latest statement, so this is an excellent opportunity to provide information you know is frequently requested.

Email custom texts should be laid out in an html format which allows you to customise the font, colour & layout of your text. Here is a handy tool that can help you convert your text & layout to html. Please see below an example of an informative custom email text. Feel free to use this as a template for your own custom text, though of course make sure it is customised to your own business’s payment process & do convert it to html using the wordtohtml tool.

Your Closing Balance is the total royalties due to you. If this balance is over £50, please send an invoice to ***. Invoices will be paid within 14 days upon receipt. Any balances less than £50 will be carried forward to the next period.

If you have any trouble logging in or your invitation email has expired, please enter your email address here & an email to reset or activate your Curve account will follow shortly.

Provide Clarity in the Invitation Emails

1. When you onboard to Curve and send out your statements via the Curve portal for the first time, your clients may be confused when receiving an invitation email from Curve with very little detail. For this reason, it is wise to customise your Invitation Emails.

Also invitation email custom texts should be laid out in an html format; which allows you to customise the font, colour and layout of your text. Please see below an example of an informative custom invitation text. Feel free to use this as a template for your own custom text, though of course make sure it is customised to your own business’s situation, and do convert it to html using the wordtohtml tool.

A word from ***

Dear Artist,

Our royalty statements are getting a new look! From 2020H1 onwards we will be using Curve Royalty Systems to host statements on the cloud. In addition to extra detail, transparency, graphs and visualisations, you will now be provided with an online portal where you can access all of your statements.

If you do not log in within 7 days of receiving this invite, you can use this link to reactive your account anytime. To help navigate your way around this system in the meantime, please visit the Curve For Artists guide.

If you have any further queries please feel free to contact us at ***. Many thanks and kind regards from the *** royalties team!

2. After your business’s first royalty period on Curve, you may wish to update this custom invitation text to be more suitable for clients receiving statements from you for the first time. Please find an additional example below.

Dear Artist,

Thank you for working with ***. To grant you access to your royalty statements, we kindly invite you to Curve Royalty Systems. Curve is an online portal which will provide you with your royalty statements, and additionally provide extra detail, transparency, graphs and visualisations.

If you do not log in within 7 days of receiving this invite, you can use this link to reactive your account anytime. To help navigate your way around this system in the meantime, please visit the Curve For Artists guide.

If you have any further queries please feel free to contact us at ***. Many thanks and kind regards from the *** royalties team!