How We Work
Standards we hold ourselves to,
not just promise
Service standards only matter if they are specific enough to be measured and honest enough to be achievable. These are the standards we are building our operations around.
Response Times
How quickly we respond, by urgency
Not everything is urgent, but when something is, you need to know the response will match. We tier our response commitments so the important things get the speed they deserve.
Urgent (revenue impact)
Within 4 business hours
Account suspension, tracking failure, major spend anomaly
Strategic (needs discussion)
Within 1 business day
Budget reallocation request, new product launch prep, competitor activity
Routine (standard queries)
Within 2 business days
Reporting questions, performance context, feed update requests
Escalation
If something needs escalating
Every client has a named strategist. But if something needs a wider view or senior input, the path is clear and fast.
Your Strategist
Your primary point of contact. Knows your account, your business, and your priorities. 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 for review within the same day.
Founder Involvement
For commercially significant decisions, account-level concerns, or anything that needs direct senior input. Available within 24 hours.
Execution Standards
How the work actually gets done
Response times matter. But what matters more is the quality and consistency of the work itself. These are the execution standards we are building across every 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, no junior handoffs. 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.
If your current agency cannot tell you their response time SLA, that tells you something.