So you’ve got questions about working with Dear Charlie? We’ve tried to answer the most commonly asked questions below. We regularly add to this page.
What kind of businesses do you work with?
We primarily work with retailers and ecommerce businesses, but we occasionally make exceptions for other businesses if we feel that we are aligned and can provide you the best possible service. We won’t work with your business if we do not believe we are the best agency to support you.
If you’re not a retail or ecommerce retailer and want to work with Dear Charlie please complete our contact form to enquire about working with us.
I’ve not launched my business yet, can I work with you?
Our workshops, training and marketing coaching are the perfect way to learn more about marketing your new business and ensure that you are doing things right from the very start.
Please complete the contact form with as much information as possible and we’ll get back to you.
Is there anything I need to have in place before working with you?
Without a professionally designed brand and brand guidelines you will not get the results from your marketing you deserve and your marketing will take longer to execute.
As a minimum we require you to have a professionally designed brand (logos) and set of brand guidelines (typography guidelines and colour codes). We also require you to be able to supply us with any licensed font files that you use within your brand for use across any relevant marketing collateral. Without this information it will take us longer to create your marketing and you will not have the best chance of success.
If you do not have this in place, we can connect you with one of our graphic design partner agencies to work with you independently on this requirement.
I don’t have a website yet, can you create me one?
Web design is like the burger that’s not on the menu. If you ask for it we can certainly make it happen, but it’s not something that we actively advertise as a service. Just contact us to find out more.
We love to work with businesses to help create websites that work as hard as possible from a user-experience and marketing perspective. Our websites are so much more than just a pretty digital experience that looks good and doesn’t really achieve much more than that. Our websites offer the best user experience, take into consideration all the marketing tools and ops tools you’ll want to connect and most importantly they’re all SEO-friendly.
We don’t offer web development or design in-house, although we have years of industry experience in UX (user experience) and web design at global brands like Cancer Research UK. Instead we prefer to work alongside one of our trusted partner agencies to deliver incredible Shopify websites or WordPress/ Woocommerce websites for our clients. Dear Charlie provides guidance from a UX perspective, all the copywriting, the SEO, email marketing and more to make the website the best it can be.
Don’t forget, you’ll also be needing a launch marketing strategy which we can sort out whilst we’re at it.
Can we do our workshop or meeting in-person rather than on Zoom?
One of the reasons that we are able to provide great value to our clients is by working as efficiently as possible. This includes keeping our meetings virtual which saves time and money on travel and meeting room costs (a saving which we pass onto you). If you have a reason why you would prefer a meeting in person, please let us know and we can discuss whether this is possible.
How much should I estimate for advertising budgets in addition to your fees?
Our rates do not include advertising spend. We do not pay for ads on our client’s behalf, you will be required to set up a credit card on your Facebook ad account to pay for these services.
As a general rule you should look to budget at least $30/day ($900/month) for paid social advertising. We do not take on clients for paid advertising who cannot afford this minimum ad spend. This is because this is such a small amount of money with which to try and get results. If you can’t afford this ad spend, there are so many other marketing channels that you can exploit to drive sales for your business. We always suggest the best value option for our clients and will usually promote ‘free’ or unpaid channels, making sure everything to support your advertising is in the best possible place before spending your money on social ads.
Do you have examples of the results you’ve delivered for clients?
Whilst we can guarantee that we will always do the very best work for our clients we do not offer guaranteed results or ROI on ad spend. Please don’t trust an agency that guarantees you X% return, because they simply can’t make that kind of promise. This is because every business is very different and every audience responds differently to marketing. We work closely with our clients to continuously optimise what we are doing and make sure it’s working as hard as possible for you to drive you the results you need. We’re happy to share examples of the work we’ve done for our clients previously, but for obvious reasons cannot share confidential information about specific results or their sales figures.
Can I reschedule our project once we’ve signed on?
This depends on the service which you have booked. All our services are subject to our standard terms and conditions which you can find here. We’ll quickly explain the basics below. If you have any questions, please email email@example.com and we’ll do what we can to help.
Whilst we understand that COVID-19 is causing a lot of uncertainty with business, we are also running a business that has overheads to pay and ask that you respect that.
As a general rule we are only able to reschedule project start dates as subject to availability within our schedule. We ask that you provide us with as much notice as possible and usually a minimum of 14-days (see terms for full details).
In some instances we may need to charge a restart or rescheduling fee if a project is delayed, postponed or rescheduled by a significant amount of time or within 2 weeks of the date on which the work was due to take place.
Marketing Strategy: We will reschedule your kick-off workshop if you haven’t completed the onboarding form within the deadline provided. This will be rescheduled to the next available date in our schedule. You will incur a rescheduling fee.
Marketing Coaching Calls: This call is a non-refundable service. If you need to reschedule your call you should contact us as soon as possible and we will do our best to accommodate you subject to availability. We do not accept rescheduling requests for this service within 7 days.
Marketing Delivery: If you need to readjust your delivery kick-off date after we have locked in the time for this work we are more than happy to do so, subject to availability. A restart or rescheduling fee may occur depending on the circumstances.
I have a press or media enquiry
For all press and media enquiries please send an email to firstname.lastname@example.org. Our Director and Founder, Charlie Barry, is always happy to provide expert comments and interviews for the press, podcasters and we love the opportunity to collaborate with like minded businesses.
TEMPLATE & TRAINING FAQS
How long do I have access to your online courses and templates for?
All our products sold online are subject to our standard terms and conditions which you can find here. When you purchase a digital product (workshop or template) you have perpetual access to this, provided that you save a copy of the files you receive locally to your own computer. We will deliver your training materials, videos and any templates to you via email and a downloadable link.
How much time do I need to complete your online courses?
As you receive your product to complete in your own time you can take as long as you like to complete the training you have purchased. All our products have guidance on how long you should allocate to complete them in the product descriptions.
Do you offer refunds on training or template purchases?
We do not offer refunds or exchanges on products purchased online. This is because you cannot ‘return’ the digital merchandise once you have made this purchase as we supply the product directly to you in an email. If you are unhappy with the product or template that you have purchased we would greatly appreciate your feedback, please contact email@example.com with any questions or concerns.
I’ve not received my online purchase, can you help?
We’re very sorry to hear that! Please email firstname.lastname@example.org and we’ll resolve that as quickly as possible for you.
Do you do corporate in-house or bespoke marketing training?
If you need something that isn’t on our online shop or if you are a larger company that requires in-house training please send an email to email@example.com and we’ll do what we can to help. We are happy to offer bespoke, in-person training for larger companies or businesses that need something a little different