Introduction

We are experts in our business. You are experts in yours. We aim for a collaborative, transparent, respectful partnership. Working together like this, we can achieve great things

Successful relationships start with mutual understanding. This charter explains what to expect from us, how to be a great client and get the best work from us.

To avoid wrapping it up in legal language, this charter does not form part of your contract. By analogy, it’s more like the Highway Code than the Road Traffic Act 1988.

See also: AI Policy for Clients

The charter in a nutshell

If you read nothing else, please read this:

We will

• Provide a dedicated account manager, regular project management meetings, and proactive updates about milestones and deliverables.
• Communicate with you via a dedicated group Slack channel and our project management tool, Notion.
• Continuously improve our processes based on your feedback, tackling issues head-on.
• Make recommendations based on data, analysis and our professional expertise.
• Use ‘points’ to price, plan and schedule our work in weekly sprints.

You should

• Be decisive with timely, consistent, and clear communications.
• Give us good, consolidated, timely feedback when we ask for it.
• Share helpful, relevant information and insights about your business.
• Complete regular CSS surveys and share honest, respectful feedback about your experience.

Our goal and intentions

We want to build a successful win-win partnership

To achieve this, our intentions are to:

• Build enduring relationships
• Be a trusted advisor and partner
• Set the highest standards of professional service, respect, honesty and fairness
• Understand your business
• Align our services with your goals