A good agency relationship is mostly about predictability. You should know what happens in week one, what a monthly report contains, who to message when something breaks, and what you get back if you decide to leave. This page sets all of that out, so there are no surprises after you sign.
Our Engagement Process, Step by Step
1. Free audit or strategy call
Most engagements start with a free audit of your SEO, Google Ads, Meta Ads or tracking, delivered as a recorded video walkthrough with a short written summary. If you already know what you need, we start with a strategy call instead. Either way, Mustafa is involved from the first conversation, and the goal is to agree on the problem before anyone talks about scope.
2. Proposal with fixed scope and price
You get a written proposal that lists the deliverables, the monthly or project price, the minimum term, what we need from you and what is out of scope. Retainers start from the plans on our pricing page, and custom work is quoted as a fixed price. Nothing is billed until you sign.
3. Onboarding
Onboarding is an access checklist, and every account on it stays registered to your business. We ask to be added as a user, never as the owner. A typical checklist covers:
- GA4 and Google Tag Manager (editor or admin access)
- Google Search Console and Bing Webmaster Tools
- Google Ads, Google Merchant Center and Meta Business Manager (partner or user access)
- Shopify, WooCommerce or your CMS (a staff or collaborator account)
- Klaviyo or your email platform
- Your code repository and hosting, for development work
If an account does not exist yet, we create it in your name and transfer ownership on day one. We also set up a shared Slack channel and book a kickoff call.
4. The first 30 days
Tracking gets fixed first. We check that purchases, leads and key events fire once, with the right values, in GA4 and in every ad platform, because every later decision depends on those numbers. Then we ship quick wins: wasted ad spend, broken pages, indexation problems, missing email flows. By the end of the month you have a baseline report and a 90 day plan.
5. Monthly rhythm
Each month you get a written report built on a live Looker Studio dashboard, covering what we did, what changed in the numbers, what we think caused it and what comes next. A monthly call walks through it, and day-to-day questions go through Slack. Short Loom videos explain changes that are easier to show than to describe.
6. Quarterly planning
Every quarter we step back from the monthly detail. We review results against the plan, look at seasonality and upcoming launches, and agree priorities and budget for the next three months. This is also the point to change scope, move between plans or pause a channel that is not earning its place.
7. Leaving
After the 3 month minimum, retainers run month to month and either side can end them with 30 days notice. During that notice period we complete a full handover: documentation of campaigns, tracking and site changes, transfer of anything we created on your behalf, and removal of our access when you ask. You keep every account, every file and every report.
How Development Projects Run
Websites, stores, apps and software follow a build process with fixed checkpoints, so you can see progress and approve each stage before the next one starts.
- Discovery sprint. For software, SaaS and complex builds, a short paid sprint produces requirements, user flows, wireframes, an architecture plan and a fixed quote. The sprint fee is credited to the build if you go ahead, and the documents are yours either way.
- Milestones. The build is split into milestones with clear acceptance criteria, and payments are tied to them. You approve each milestone before the next one begins.
- Staging. All work happens on a staging environment that you can open at any time. Production is never the test environment.
- QA. We test on real devices and browsers, check forms, checkout, tracking and page speed, and run a redirect and SEO check on any migration before it goes live.
- Launch. Launches are scheduled for low-traffic windows, with a rollback plan and a post-launch check of analytics, Search Console and key user journeys.
- Support window. Every build includes a support window after launch for fixes, stated in the proposal. After that, you can move to a maintenance plan or take the code to your own team.
Communication, Response Times and Working Hours
The team works remotely, with hours that overlap UK business hours and the full US business day. Slack messages get a reply within one business day, and usually much faster. Urgent issues, such as a broken checkout or an ad account suspension, are handled the same day.
You always know who is doing the work. Mustafa leads the strategy on every account and joins the monthly and quarterly calls, and the people executing the work are named in your Slack channel.
Project and Reporting Tools in Every Engagement
| Purpose | Tools |
|---|---|
| Day-to-day communication | Slack (a shared channel per client), email |
| Calls | Google Meet or Zoom, whichever your team prefers |
| Async walkthroughs | Loom |
| Reporting | Looker Studio dashboards connected to GA4, Google Ads, Search Console and your other sources |
| Development | Git repositories in your account, staging environments, written release notes |
What Our Engagements Need From Your Team
- One decision maker. A named person who can approve plans, creative and budgets within a few business days.
- Access on time. Most onboarding delays come from missing access, so the checklist is the first job.
- Business context. Margins, stock levels, launches, promotions and anything that changes what a good result looks like.
- Honest feedback. If a report is unclear or a priority has changed, tell us. We would rather adjust in week two than find out in month three.
If this sounds like the way you want to work, get in touch with a short note about your business, or start with the free audit.