How We Work
A consistent process, applied to very different services.
The specific work varies enormously across our eight service families, but the underlying process — how scope is defined, how access is granted, how work is reviewed, and how success is measured — stays consistent. This page describes that process directly so you know what to expect before an engagement starts.
The process
Six stages, from first conversation to ongoing work
- 1
Discovery
A conversation to understand your business, current situation, and goal. For technical services, this includes reviewing any existing systems, sites, or data involved.
- 2
Scoping and proposal
A written scope covering deliverables, what you need to supply, key milestones, and how success will be measured, before any commitment is made.
- 3
Kickoff and access setup
Necessary access to systems, accounts, or data is granted under agreed confidentiality terms, scoped specifically to what the engagement requires.
- 4
Delivery with review points
Work proceeds in stages with defined checkpoints for your review and feedback, rather than one large delivery at the very end.
- 5
Measurement and reporting
Results are reported against the specific metrics agreed during scoping, using clear, consistent definitions rather than shifting standards.
- 6
Handover or ongoing work
Fixed-scope engagements conclude with documentation and training where relevant; ongoing engagements continue on an agreed cadence with periodic review.
Inputs we typically need
What you supply on your end
Every service on this site lists its own specific inputs, but a few things come up repeatedly regardless of which service you engage: access to relevant existing systems (a website, CRM, billing platform, or ad account), a single point of contact who can review work and make timely decisions, and honest context about what has and hasn't worked before. The more accurate that starting context is, the less time gets spent rediscovering problems that were already known internally.
For services involving sensitive data — healthcare billing, insurance prospect information, or financial services CRM work — access is set up with role-based permissions and confidentiality terms appropriate to that sensitivity, agreed before any data changes hands.
Review and acceptance
How work gets reviewed and approved
Rather than a single all-or-nothing delivery at the end of a project, most engagements are structured with review points along the way — a design draft, a campaign structure, a staffing and script plan, or a reporting dashboard — where you can confirm direction before more work builds on top of it. This reduces the risk of large rework late in a project and keeps both sides aligned on what "done" actually looks like.
For ongoing services (marketing retainers, support staffing, billing management, virtual assistance), review happens on a recurring cadence rather than a one-time approval, since the engagement itself is continuous. Reporting formats and review frequency are agreed explicitly at the start so there's a shared, specific standard to check performance against.
Ending or continuing an engagement
What happens at the end of a project
Fixed-scope projects — a new website, a rebrand, a custom software build — conclude with a defined handover: documentation, training for your internal team where relevant, and a short stabilization window to catch any immediate issues. From there, many clients transition into an ongoing maintenance or support arrangement; others take full internal ownership, which is entirely reasonable and something we plan for rather than discourage.
Ongoing services continue for as long as they're providing value, reviewed periodically rather than locked into indefinite terms without checkpoints. Specific contract terms, notice periods, and any commitments are set out in your individual agreement.
Questions
Common process questions
How long does scoping usually take?
This varies with service complexity, but scoping is treated as a real step, not a formality — enough time is taken to understand your actual situation before proposing a scope.
What if our needs change mid-engagement?
Scope changes are common and are handled through a documented change process rather than informally, so both sides stay aligned on what's actually being delivered.
Do you provide regular status updates?
Yes, reporting cadence and format are agreed during scoping and vary by service — some are weekly, others monthly, matched to how quickly the specific work moves.
Can we pause or end an engagement?
Terms for pausing or ending an engagement are set out in your specific agreement; ask directly about this during scoping if it's an important consideration.
Ready to start scoping?
Tell us about your project and we'll walk you through the process directly.