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Payment & Invoicing

Do you offer payment plans?

Yes. Professional marketing, design, and web development can be a significant investment, so we work to make the process as simple as possible with interest-free payment plans. Most projects are paid in 2 to 6 installments.

Do you provide receipts/invoices for my records?

We provide electronic invoices that you can pay online. Invoices for all payment methods except PayPal are sent by our card processor, Square, and can be printed or saved as PDFs. If you elect to pay with PayPal, you will receive an electronic invoice from PayPal.

What forms of payment do you accept?

Credit, debit, and most prepaid and corporate Visa, Mastercard, Discover, American Express, JCB, and UnionPay cards. We also accept ACH, Apple Pay, Google Pay, Samsung Pay, PayPal, and cash.

Can you accept international payments?

Yes, we can accept most internationally-issued cards bearing a Visa, Mastercard, American Express, Discover, JCB, or UnionPay logo. Please note that your card issuer may charge you an additional fee for currency conversion. Google Pay, Apple Pay, or Samsung Pay may also be available in your location.

If you’re located in Canada or the EU, the payment process has been pretty seamless in our experience. That said, international payments can sometimes be a little tricky and we’re happy to work with you to find a payment method that works.

Project Structure & Management

Do you offer a la carte services, or just packages?

We offer both a la carte services and packages.

How do you structure projects?

The way we structure a project depends on the size, complexity, and cost of the project.

For small, simple projects we have a streamlined process. It’s as easy as indicating your acceptance of a quote and the attached terms of service. Our quotes include the scope of work, deliverables, pricing, payment schedule, and timelines.

Larger, more complex projects are split into phases, or “milestones”. Milestone projects have a free discovery and a custom proposal. Milestone contracts include a SOW (Statement of Work) document. The SOW contains detailed information about the project requirements, deliverables, timelines, and pricing. Milestone projects are billed incrementally as predefined checkpoints are reached.

Very complex projects, like developing custom software, have a paid discovery phase. After the initial discovery phase is complete, we outline what the next steps for the project will look like. The details of how very complex projects are structured varies because each project is very different.

What steps do you take to keep projects on budget and on schedule?

We believe that a little communication can go a long way. Our thorough and collaborative discovery process is a key factor for staying within budget and on schedule. We’ve honed our discovery process over the years to ensure that we capture all of the information required to write an accurate project scope. We never increase the budget unless the scope changes.

Clearly defined timelines and organized workflows are another way we keep projects on time. We are confident enough in our project management processes that we include timelines in our contracts.

We also collect feedback at regular intervals to keep the project aligned with your desired outcomes. Small course corrections earlier in the project are effective at preventing time consuming rework near the end.

What is your project management approach?

Different projects require different management approaches. We tailor our approach to suit the project requirements. This ensures our prices and time to delivery remain competitive.

You can think of our project management approach as a continuum from waterfall to agile. Small, straightforward projects are managed with a waterfall approach. Long-running, complex projects with ambiguous requirements are managed with an agile approach. The more complex and ambiguous the project requirements are, the more agile our approach is.

Do you offshore or outsource our projects?

No. We do not offshore or outsource projects, or use white-label service providers. Your project will be done in-house.

We do work in-house to ensure that our standards for quality and timeliness are met.

Do you use contractors?

Occasionally. Most of the contractors we hire perform entry level clerical or design tasks that can’t be automated. Sometimes we hire experienced contractors with specialized skills or knowledge. Examples include photographers, videographers, illustrators, and technical and compliance consultants. All of our highly-skilled contractors go through a careful vetting process.

We perform most work in-house to ensure that we always have people available with the core competencies to manage your project and provide support afterward. We don’t put together short term teams that may not exist a few weeks later.


What is your approach to designing a solution?

We design creative and innovative solutions by working from first principles. Once we’ve produced an initial version, we measure its performance and improve the solution based on the data. We use an iterative process of gathering feedback then refining the implementation to continually improve the solution. Our approach allows us to solve unique problems and successfully navigate the rapidly changing technology and marketing landscape.

What differentiates you from your competitors?

It may sound strange, but we believe that what sets us apart the most is our adherence to the fundamentals. Applying the fundamentals gives us the flexibility to develop solutions that fully address your needs. It prevents us from producing work that is out of date, cookie cutter, or on trend but lacking in sound strategy.

This is why we ask about your organization’s background and larger goals. The context your project exists in is strategically important. Without context, any solution is merely a patchwork of tactics that can only succeed by luck. Understanding the context lets us produce recommendations and deliverables that can achieve results.

As a full-service digital agency, we have the ability to implement our recommendations and designs. This ensures that deliverables fully embody the strategy. It also gives us the capability to reliably produce high quality work.

What do you consider to be the critical success factors to a positive client relationship?

Critical success factors for both sides include:

  • Transparency
  • Collaboration
  • Clearly communicated direction and feedback

We pride ourselves on having many long-term, mutually respectful client relationships. Our most successful relationships are with clients that are willing to develop clearly defined and measurable goals.

How will you keep us on the leading edge?

Utilizing new technology and processes is important to remaining competitive, but it does entail risk. That’s why we work with you to identify the opportunities and risks of new technology and practices before incorporating them. Our goal is to keep you on the leading edge without falling off of it.

Do you use AI to generate our content, designs, or code?

We do not use AI without disclosing it. We will discuss the risks and opportunities of using AI with you before generating any deliverables with AI. Even if you request AI generated deliverables, we may refuse to use AI on a case-by-case basis.