How do you handle revisions and feedback rounds?
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Most engagements include three rounds of revisions per major deliverable. I send a Loom walkthrough of every milestone so you can review at your own pace, then we align via a 30-minute call. If we need a fourth round, we discuss whether scope changed — and adjust honestly. No surprise change orders.
Will I work directly with you or with a junior team member?
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You work with me directly on strategy and major reviews. I have a small senior team that handles execution — design production, development, content writing, ad operations — but I personally review every deliverable before it leaves the studio. No account managers, no offshore handoffs you cannot reach.
What tools and platforms do you use?
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For design: Figma, Adobe Creative Suite, Spline for 3D. For development: Next.js, WordPress with Elementor or custom themes, Webflow, Shopify. For SEO: Ahrefs, Search Console, Screaming Frog, Surfer. For ads: Google Ads, Meta Business Suite, looker dashboards. For project management: Notion + Slack. I do not gate-keep tools — happy to share access to anything we use on your project.
Do you sign NDAs and protect confidential information?
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Yes. Mutual NDAs available before any discovery call. All client work stays under tight access controls — only the team members directly working on your project can view files. After project close, I retain working files for two years for support purposes, then archive securely. Nothing goes into public portfolio without written approval.
How do you measure success after launch?
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We agree on 3-5 KPIs before kickoff — usually a mix of leading indicators (traffic, engagement, click-through, time on site) and lagging ones (form submissions, calls, revenue, qualified pipeline). Monthly reports show movement on all of them, with a plain-English summary of what we shipped, what worked, and what is next. No vanity metrics. No 60-page PDFs you will never read.
Do you offer ongoing support and retainers?
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Yes. After project delivery, you can move to a monthly retainer (typically 8-20 hours per month) for continuous improvement — A/B testing, content additions, performance optimization, new feature builds. Or pay hourly for ad-hoc work. Most clients stay on retainer for at least six months because compounding work outperforms one-off projects.
What is your typical client engagement length?
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Project work runs 4-14 weeks depending on scope. Retainer clients average 18 months — most started with one project, saw results, and expanded the relationship. My longest active client is now in year four. I am playing for retention, not transactions.
What happens if we are not happy with the work?
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First — we will not let that be the outcome. I check in weekly via Loom and Slack so issues surface early, not at the end. If something is not landing, we pause, diagnose, and adjust the approach. Every engagement carries a 14-day satisfaction window post-launch where any reasonable refinement is included at no extra cost.
What ESP do you work with?
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Klaviyo (DTC), HubSpot (B2B), Customer.io (SaaS), Mailchimp (smaller stores). We pick the ESP for the use case.
How long until results?
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Cart abandonment flows typically pay for themselves in 30-60 days. Welcome flows in 60-90 days.
Will you write the copy?
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Yes. In your brand voice. We do not ship generic templates with your logo dropped in.
We pair email with SMS where it fits — Klaviyo SMS, Postscript, Attentive. Not for every brand.
Do you handle deliverability issues?
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Yes. We audit DKIM/SPF/DMARC, list hygiene, ramp strategies, and warm-up sequences for new domains.
Which email platform do you work with?
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Primarily Klaviyo and Mailchimp — Klaviyo for e-commerce because of its native Shopify/WooCommerce integration and revenue attribution, Mailchimp for service businesses and content-based programs. If you're already on ActiveCampaign, ConvertKit, or Drip, I'll work within it rather than make you migrate. Platform costs are separate from my management fee and billed directly to you.
What's the difference between a campaign and an automation?
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Campaigns are one-time sends to a list segment — promotions, newsletters, announcements. Automations are triggered sequences based on behaviour: a welcome series when someone subscribes, an abandoned cart email when someone doesn't check out, a post-purchase follow-up. Most businesses need both. Automations run in the background and generate revenue without you touching them. I set up core flows first because they compound over time, then layer in campaign strategy.
What open rates and click rates should I expect?
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A well-managed list with good segmentation typically sees 30–45% open rates and 2–5% click rates for campaigns. Automated flows often perform higher because they're triggered by specific behaviour. The more important metric is revenue per recipient or cost per conversion — open rate is a leading indicator, not the goal. I'll set benchmarks for your specific list in month one based on your historical data or industry comparables.
My list hasn't been emailed in over a year — can you work with it?
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Yes, but a dormant list needs careful handling. Emailing a large cold list at full volume is one of the fastest ways to tank your sender reputation and land in spam. I start with a re-engagement campaign to a small warm segment, monitor deliverability closely, and suppress non-engagers before sending to the wider list. Depending on how long it's been dormant, I may recommend running it through an email validation tool first to remove hard bounces.
Do you write the email copy or do I provide it?
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Copywriting is included. I write in your brand voice — established at onboarding by reviewing your existing content, talking through your audience, and understanding how you naturally communicate. You review and approve every email before it sends. If you have strong opinions about tone or specific language your audience responds to, tell me at the start and I'll factor it in. The whole point is that it sounds like you, not a generic agency.
How do you handle unsubscribes and compliance — GDPR, CAN-SPAM?
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Compliance is built into everything I set up. Every email includes a working unsubscribe link, your physical business address, and honest subject lines. For lists with EU subscribers, I make sure your opt-in process captures consent properly. Klaviyo and Mailchimp both handle unsubscribe processing automatically — someone who opts out is suppressed immediately. I'll flag any compliance gaps I find in your current setup at the audit stage, before touching anything.
