Client Expectations
To ensure our expectations are aligned, we have put together this document to get you started on #teamEPIC. It outlines our code of conduct, financial etiquette, and technology tools we utilize. 

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Communication
We always operate as a team with each client and do our best to respond to you in a timely manner. You can expect a response within 12-24 hours. Please use email to communicate when not on social media coaching elevationpconsulting@gmail.com. All clients have a private Facebook Messenger chat that includes our coaching staff, you, and anyone else you desire to be included in your coaching prep.  When applicable, this is where social media coaching and/or video sessions will occur unless otherwise specified by the client. Other options could include Facetime or Zoom if needed.  Please notify 24 hours in advance if a Zoom link needs to be sent. We can do 40 min sessions on Zoom currently. If you need Facetime, please ensure it is noted at the top of your session notes with your phone number. If you are planning to shop for your wardrobe using your social media coaching, please ensure a coach is available during your timeframe BEFORE you schedule the session at the clothing store.  

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Invoices & Payment
EPIC utilizes an invoicing system through which we bill all of our clients. All payments should occur before sessions can be scheduled. You can pay using a card on our system using Square, PayPal which connect directly to the invoice portal. When purchasing a package, if you are using Venmo, you will use the code VENMO to clear out the cost and then send venmo for the cost to katiecole2512 on Venmo.. You can select pay later on the a la carte options for Venmo and we will mark paid when received. 
 

Chasing clients for payments is our very least favorite thing to do. Therefore, we appreciate your prompt attention to invoices and communication. All payments must be made before sessions occur. In the event that a coach accidently moves forward without payment and completes a session, no more sessions will be scheduled, and any future sessions will be canceled until payment is made. They will message in the chat and resend the invoice. In the event that the invoice is not paid within 10 days, you will incur an additional $10 fee. In the event that an invoice is not paid after 120 days, we will exhaust all options to communicate payment past due via personal chat and email. After five reminders, we reserve the right to submit the non-payment to small claims court and the client agrees to pay the fees associated with such situation.

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Sessions
Once you pay your invoice, you may schedule sessions using our scheduler system. If you have a slot you want that the coach is normally open check in your chat if it is open and we can likely accommodate it. One-on-one sessions are conducted online or in-person, and can be divided into fifteen minutes to half-hour increments. For clients age 13 and younger, we recommend no longer than half hour sessions virtually to retain their attention span and interest. We expect you will come to sessions prepared, ready to work, and focused. You will have homework between sessions and are expected to work outside of your sessions on items discussed in sessions. 

For virtual sessions, these should take place in an environment where the client can sit in a chair or has space to walk their patterns. We will ask you to reschedule if you jump onto a session in a car. You would never want to interview for a job in your car, so we expect you don’t prepare in your car for a pageant either. Please communicate with your child (if under 13) that we want to refrain from the emoji face usage on virtual calls. We will ask that they wait until the very end to utilize any tech tools that have become popular. 

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Availability
We are here to be your biggest supporters, mentors, and cheerleaders! However, it is ultimately your responsibility to utilize services for which you have paid and contact us for scheduling in a timely manner. Our appointment times are limited during busy seasons (SUMMER), and availability is on a first-come, first-served basis. We need you to look at your available dates and times to communicate. We will always post in Band when slots are open and you can start booking out. 

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Session Notes
We will take notes during your session via Google Docs which will be shared with you after your first session. This document will serve as an ongoing tool for both you and us to keep track of things we discussed as well as assign homework and to-dos. It is our expectation that you use this document in between sessions. If you do not have a Google email, it may make sense to create one quick to use with us. You can review the document in member login on session notes which will explain where session notes show up. 

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In Person Sessions
When doing in person sessions, you are responsible for the items that you bring into coaching such as wardrobe, shoes, etc. If an item is left, it will remain in Lost and Found. After six months, the items will be donated. In the event that you need to bring other siblings or children with you, please ensure that you are able to remove them from the session if necessary if they are hindering the client’s session. When at the EPIC Studio, please park to the far right side or in the cul de sac to ensure others can get in and out. 

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Parent Guidelines
During our first session, parents may want to be present to help younger clients feel comfortable and confident getting started. During subsequent sessions, it is expected that parents do not participate in the session and are out of eye- and ear-shot whenever possible. Well-meaning parents can actually hinder progress greatly by being overly critical of a child’s answer or performance, creating a bad habit where the child looks to the parent for answers, becoming frustrated by a child’s responses, and/or doing all of the work for the child. Remember, they won’t have you in the interview room, either :) We are happy to address any questions or concerns at the beginning or end of the session, or we are always available via email, phone, or Facebook Messenger. You will also have access to the session notes Google Doc to monitor progress and help your child work between our sessions. We will know if it is hindering the process and let you know if you are there. 

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Cancellation Policy and Being on Time
We will make every attempt to give you at minimum a 24-hour notice of scheduling changes, and we ask the same courtesy of our clients. We understand unavoidable things pop up from time to time, but ask that you do your best to not let it become a common recurrence. 

When you book a session in person and are running behind schedule due to traffic time, etc. You will still be tracked for the session booked. For example, you book a 60 minute session and you just got out of dance and are 15 minutes behind. You will still have a 60 minute session of your invoice. When a slot is booked, that means that time cannot be used for another client. We will use discretion in these situations and will let you know if we make a different decision per circumstance. 

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Coaching Other Pageant Participants and Referral Bonus
As part of our team, you are receiving instruction from pageant coaches with a proven record of success in the pageant industry as competitors and as coaches. We have a methodology for our coaching services that clients learn when coaching with us. It is our expectation that you are not sharing your notes, that methodology, or any other means of EPIC advice with competitors that are not part of team EPIC or other coaching staff outside of EPIC. Our clients will not engage in coaching services (all of the listed services aside from choreography) for free or for payment either individually or with another coaching entity without prior written consent from Elevation Pageant and Consulting. Should you decide to do this at a future date, you will provide in writing to elevationpconsulting@gmail.com  that you are removing yourself from team EPIC and will not solicit to engage with any team EPIC members for consulting services for a period of at least two years. Should we need more coaching staff in the future, positions will be posted for additional staff. 

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Multiple Coaches
Clients may choose to work with more than one coach and we welcome that if you prefer to have multiple opinions. That is why we think it is great for clients to work with all our EPIC coaches to get a well rounded take on all areas of competition from more than one person. We do ask that if you choose to work with another coach, in addition to EPIC, that you let us know who that coach is and what you are coaching with them on. We do like to dual tag on posts after events when we have people dual coaching. 

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Confidentiality and Limiting Division Contestants
We do not share anything we learn from each client with other clients and the most specifically deals with wardrobe. Any photos or content you send us or we have created is kept strictly confidential between our coaches. We will, if we think about it, advise against something if we happen to know a ton of girls will be in a certain color. None of that matters though. It is how you as the contestant look and feel in outfits. We will only tell you so that you can make a decision if that matters to you. It does not matter to us. We have had all our girls in the same color interview before and similar dresses. Just know we keep your info highly confidential.
We do not limit the number of girls we coach per division. Each girl is coached uniquely and we cannot determine what the judges think. Our goal is to make each girl the best version of themselves when they hit that stage, interview, etc. That is why we firmly believe that limiting contestants doesn’t give you any better chance to succeed pageant weekend. 

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Code of Conduct
As an Elevation Pageant and Interview Consulting (EPIC) client, you are not only representing yourself, you are representing us and our brand. We hold all clients, parents, and pageant supporters to a high caliber of character and conduct. Our goal as your coach is to prepare you for life which includes a future job. Therefore, we will hold you to a higher standard. As an EPIC client we expect the following:

• Support all #teamEPIC coaches, clients, and teammates in competition. This means cheering for each other, supporting one another's wins and losses and acting as a team. Never gossip or speak negatively about EPIC, the coaching staff,  and other EPIC team members. 

• Remain professional where anyone can hear you. Avoid gossip and arguments of any nature, especially at competition or in public where other contestants and coaches can hear you. This includes kids with parents at competitions. 

• Cheer for all competitors and speak positively about others. Shut down any negative comments of your family members or supporters immediately if heard in an audience. 

• Use of illegal substances - including underage drinking - is not tolerated. This is especially the case on social media including but not limited to: Snapchat, Facebook, TikTok, Twitter, etc. 

• Ensure social media channels are a reflection of who YOU are and what you want the judges to know. Anything posted stays there for life whether you want it to or not. If you win a title, others may try to turn you in with social media content. DO NOT post anything or share anything your parents, grandparents, God, and coaches wouldn’t be proud of. Social media includes but is not limited to: Snapchat, Facebook, TikTok, Twitter, etc. Coaches will report to parents anything that is out of character when seen that could prevent issues later on with a title win or in your professional career. We want all experiences to be ones of learning and growth, which includes your life outside of pageantry. (ie: I see a lot of Tiktok songs that are used that aren’t appropriate for pageants) 

• Ensure parents' social media channels are a reflection of the brand you want your daughter’s followers to be proud of. We hold all parents to the same standards. Please do not post anything negative after a pageant about any other contestants or the system. Watch your language. Please keep family drama off of your social media channels. Handle personal items not in the limelight of pageant directors, pageant competitors, and the community your child represents. This is a good thing to do with your personal jobs as well. 

• When a pageant is concluded, remember only one girl wins. That sometimes is our girls and sometimes isn’t, and that is okay! Keep your emotions in check and congratulate, hug the winner and smile. Crying happens. It is a natural part of disappointment. Try to wipe those tears away and show that emotion in private and be there for your teammates and the girl who did win. On the flip side, if you are the winner, please realize that other girls even on the team will have emotions. Hug them too and be proud of what you accomplished and not boastful. After each pageant, we will want a photo in person with our coaches if we are there. If not please stay in your gown and get a photo with your awards and send it to the coaches.  Once photos are completed, our coaches are happy to have a personal chat where you can let your feelings out in private. Good sportsmanship will go a long way in your life! Pageants teach you more when you lose than when you win about how to graciously accept defeat that will happen I am sure more in your lifetime. Embrace it! If a coach is competing, it is the expectation that you do not need to take a photo with them, but rather with your awards. 

If at any time, your character or conduct come into question, we reserve the right to dismiss you as an EPIC client if necessary. Our goal is always to serve as your mentors and role models, and we will do whatever we can to help get you on track before dismissal from our team. Our goal is not to receive “tattletail” situations to our coaching staff. Please address any situations directly with members of our team directly first if you witness first hand any of the above items to not be a good reflection of our team. When situations deem appropriate, please bring them to our team coaches. In those situations, a conversation will take place with the parent/client to fully understand the other side. Then we will discuss next steps, which could include no action taken, recommendation of an apology to other individuals, or dismissal from our team. 

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We will ask that you agree to these standards in your initial info form and clicking that button confirms you have read and understand the way EPIC operates and the Code of Conduct and will adhere to it.