How We Work
Standards we hold ourselves to,
not just promise
Useful service standards are specific to the work, communication channels and support arrangements being bought. We agree those terms for each engagement rather than publishing one universal response promise.
Response Times
How response arrangements are agreed
Response targets, support hours and communication channels are agreed in each engagement. Urgent incidents are prioritised through the agreed process, while strategic and routine requests follow the response arrangements set for that account.
Urgent (revenue impact)
Prioritised as agreed
Account suspension, tracking failure, major spend anomaly
Strategic (needs discussion)
Response target agreed
Budget reallocation request, new product launch prep, competitor activity
Routine (standard queries)
Response target agreed
Reporting questions, performance context, feed update requests
Escalation
If something needs escalating
Every client has one named lead on the account. If something needs a wider view or senior input, the escalation route is agreed and clear.
Your Named Lead
Your primary point of contact. On some accounts that is a strategist, on others it is a co-founder. Either way it is one named person who knows your account, your business and your priorities, and handles day-to-day management and most queries directly.
Senior Review
If something requires a second opinion or a cross-account perspective, it goes to a senior strategist through the escalation arrangement agreed for the engagement.
Founder Involvement
For commercially significant decisions, account-level concerns or anything that needs direct senior input. The contact route and escalation process are agreed for the engagement.
Execution Standards
How the work actually gets done
Response arrangements matter, but so do the quality and consistency of the work itself. The delivery cadence and responsibilities are agreed for each engagement.
Hands-on management, not dashboard monitoring
We make changes, test hypotheses, and adjust strategy actively. Automated rules run in the background, but a human reviews every significant decision.
Weekly performance reviews
Every account gets a structured weekly review covering performance, actions taken, and what happens next. Not a glance at metrics: a proper analysis.
Monthly strategic deep-dives
Stepping back from the week-to-week to assess whether the strategy is working at a commercial level. Are we moving the right metrics? Is the trajectory right?
Proactive communication
We do not wait for you to ask. If something changes significantly (up or down), we flag it. If an opportunity emerges, we bring it to you before you notice it.
Named specialist continuity
The person who works on your account stays on your account. No rotation, and the account is never handed down the ranks. If there is ever a change, it is managed with a proper transition.
What we ask from you
A good partnership requires both sides to show up. These are the things that help us do our best work.
Timely access to data
Margin data, COGS updates, and product information when we ask for it. We cannot optimise towards profit without profit data.
Honest feedback
If something is not working for you, tell us. We would rather adjust than discover the problem at renewal time.
Decision-making authority
We need a clear point of contact who can approve or escalate decisions without multi-week committee cycles.
Reasonable response times
When we need input from you (creative approvals, budget sign-offs), we ask that decisions happen within a reasonable window so momentum is not lost.
Expect more from your agency.
Ask any agency to set out its response targets, support hours, communication channels and escalation arrangements in the engagement terms.
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