This charter outlines our intentions and goals when it comes to working with our clients.
Become trusted advisors and partners
Adhere to the highest standards of professional service, respect, honesty and fairness
Admit mistakes and correct them quickly
Put client interests ahead of our own
Make recommendations based on data, analysis and our professional experience
Explain our recommendations clearly
Sometimes this means hearing hard truths
Sometimes this requires courteous, professional dissent from us
Seek informed consent
Confirm decisions and report actions in writing
Charge for tangible deliverables using points pricing
Be up-front and clear about costs and schedules; no surprises
Give clients access to the same data and information we use internally; no secrets
Sometimes this means seeing how sausages are made
Answer questions promptly by email or phone
Hold weekly (initially) and then fortnightly client meetings
Hold an in-person strategy review once a quarter
Escalate problems or complaints urgently to resolve them
Ultimately, if necessary, give clients a straightforward, no-nonsense way to quit
We're not shy about constructive feedback, but we're human beings and we have feelings. A little consideration and courtesy goes a long way.
Everybody here works on several client accounts and we value work-life balance. Last-minute rush jobs and pop-up requests do happen but they're best avoided if you want great work.
Clients who turn up for meetings, give feedback and make decisions quickly see the fastest results.
We build more effective relationships with clients who understand what we do and how we work.
Our form of inbound marketing isn’t about instant results. It’s about developing your own audience and building trusted relationships. That takes persistence over time but pays greater dividends than traditional outbound marketing.