We are excited to work with you! Our team is 100% focused on creating a strong relationship with you as we help you develop a powerful sales & marketing engine that delivers fantastic results.

We have worked with a wide variety of clients over the years and we’ve learned what works well to support project success. This document outlines how we support our clients and what we’ll need from you to get the best results.

Background Materials Supplied by You:

We use the materials you provide to write the majority of your copy/content. 

Depending on our project, we may ask you to provide materials like brochures, product and service information, back issues of newsletters, market research studies, testimonials from satisfied clients, complaint letters, examples of competitors’ materials, etc.

We may also conduct interviews with you, your employees, or other members of your team so we can create premium content and inbound campaign blog posts.

If you need us to do extensive research outside of the materials you provide in order to create original content, there may be an additional fee.

Here’s a list of all the background materials we may need from you:

• Logos (high resolution and editable files)
• Brand guidelines
• Tone of voice
• Imagery
• Videos
• Blog articles
• Any background information you want to share on products or services we will be marketing
• Example email comms you’ve sent out in the past
• Any key assets for promotion – please share your existing B2B sales assets (even if they are only at the draft stage)
• Key messaging used for B2B sales (if available)
• Buyer personas (if available)
• Marketing communication plan (if available)
• Competitor analysis (if available)

 

Reviews and Approvals:

We will send blog copy to you one week before it is due to be published. We will also give you information about the cutoff date and time for incorporating your feedback.

Please review the copy as soon as you can and let us know if any changes or revisions are needed. If we don’t hear back from you within 10 working days, we will assume you are happy with the content and publish the blog as scheduled.

 

Edits and Revisions:

Up to 2 rounds of amendments are included for all services. The turnaround time for amendments is as follows:

• Turnaround time for minor revisions is 2-3 business days
• Turnaround time for major revisions is 5-7 business day

If you request extra revisions, an additional fee may apply.

 

Change Orders

If a change of direction requires significant additional hours, a Change Order will be issued to amend the original agreement. This will be based on the new direction.

If changes in concept direction, format, or content come after strategy, copywriting, and/or design have been completed, a Change Order will be issued. The updated strategy or rewriting will be charged at an additional fee.

 

Copy Legality

Every effort will be made to ensure your copy complies with the relevant laws. However, it is your responsibility to submit all copy for legal review if needed. You are also responsible for final proofreading of all the copy to ensure legal compliance.

 

Meetings

Meeting Logistics:

Monthly meetings are by video calls, although we may arrange an in-person meeting at mutual convenience.

For our video call meetings, we will call you at our prearranged time. We’ll ask you for the best number to reach you when we schedule our meetings.

 

Meeting Start and End Times:

We know you are busy (like us!) so we request that meetings start and end on time. If we still have things to discuss at the end of the meeting, we can either run late, continue the discussion at our next meeting, or use email to finish our discussion. We will agree what works best for all parties involved in the call.  

 

If You’re Running Late for a Meeting:

We understand that tasks run over occasionally and you’re welcome to join your scheduled meeting time if you’re running late. We will use any minutes remaining and do our best to discuss everything required, but please understand that the meeting will still need to end at the designated time.

 

Meeting Reschedule Policy:

We set aside time specifically for you when we schedule a meeting, so we hope you understand that we ask for a minimum of 48-business-hour notice by email to reschedule.

If you have an emergency, such as an illness or accident, and you need to reschedule less than 48 business hours in advance, please let us know by email as soon as possible and we’ll work with you to reschedule. 

 

Contact Between Scheduled Meetings:

If you would like to contact us in between scheduled meetings with a question, a challenge, a success, or an inquiry, please feel free to email us/Slack us at any time. We are always happy to help and we’ll try our very best  to respond to your enquiryl within 24 hours. We also offer short touch-base phone calls if needed.  

 

Problems, Concerns, or Questions:

We are 100% committed to your success and we want to build a strong, trusting relationship with you. If you are unhappy with anything, or if you want to clarify something, please just let us know. 

We appreciate, respect, and value your honesty, and we will work with you to resolve the situation and offer you the best service possible.

 

Turnaround times:

• Feedback:
  • We aim to acknowledge any communications from you (whether via email, Slack, Whatsapp, etc.) within 24 hours, and get back to you with an update within 48 hours. Your dedicated account manager will do everything they can to address your concerns or requests as quickly as possible.
• Design requests
  • Our designers are busy working on multiple clients’ requests at any given time. They, therefore, need a 24-48hr turnaround time to provide us with the next round of changes following your requests. Please bear this in mind when briefing design work.
• Copy requests
  • Our copywriters are busy working on multiple clients’ requests at any given time. They, therefore, need a 24-48hr turnaround time to provide us with the next round of changes following your requests. Please bear this in mind when requesting copy changes.