Client FAQ
Before embarking on our work together, you may well have a few questions. I've rounded up the most frequently asked below, which I hope you'll find helpful. It covers everything from the services I offer to pricing and billing. Need more? Please get in touch via email at hello@keirwhitaker.com.
My clients all have one thing in common — Shopify. The last decade of my working life has focused on Shopify (7 years at the company itself and three years as an independent consultant and coach). I know the ecosystem, the companies, the people, and the challenges. I'm one of a handful of consultants specialising in helping Shopify focused businesses — if that's you, let's talk!
To help us work this out, I'll ask you to complete a short survey before your free initial consultation. This will help me understand more about you, your business, and your challenges. Being as open and honest as possible in your replies will help me determine if I can help you move forward.
After our initial conversation and assuming a good fit, I'll send you my simple work agreement, and we can get started.
I tend to meet most clients face to face weekly — usually for an hour or so. However, depending on your schedule and needs a different cadence and duration of meeting may be preferable. You'll also need to time to think, review, and implement the ideas and changes we discuss.
Yes! It's very likely that our engagement will create work for you. This could be in the form of deeply thinking through a problem, implementing a change in your business, or an excercise that we will review together.
My current service offerings do not involve strategic implementation or tactical execution. However, I am fortunate to know a lot of talented practitioners who I will happily introduce to you.
No, sorry!
Of course, please get in touch, and I'll join the dots.
Fantastic! Step one is to complete my survey. From there, we can arrange an initial complimentary consultation, work out if we are a good fit for each other, and then hammer out dates and times.
I live and work from the city of Bath in the South West of the UK (GMT+1).
Absolutely. I currently work with clients in Europe, the USA (EST & PST), Canada and beyond. Some early starts and late finishes on either side may be required, but we usually make it work!
Yes! I'm happy to be added to one or two dedicated channels in your Slack workspace (preferabbly via Slack Connect) and make myself available via email in-between sessions. I can't promise to reply within 2 minutes or even 2 hours, but I will get back to you within 24 hours (often much sooner).
The majority of my work is done 1-1. However, if the need arises for a colleague to join a session then I politely ask that you share who will be on the call and their role in the business in advance. Depending on the circumstances it might be more beneficial for me to meet with your colleague outside of our sessions. As with most things, we can work out the best way forward together.
I understand that the Shopify ecosystem is relatively small and well connected. We'll likely know the same people. However, my reputation rests on the fact that I keep our conversations private. If you would like me to sign an NDA/confidentiality agreement, please let me know in my initial survey.
I currently offer my coaching and mentoring service for £2,500 + VAT (if applicable) per month. It's a set fee based on access and not hours.
By working together I agree to invest time and headspace directly in you and your business. You may only meet me 1-1 every other week, or contact me in Slack now and again but, you know I'll be there ready to help.
You would? In that case I am happy to offer you a 5% discount!
Yes. I politely ask that we agree to a three-month initial engagement — here's why.
The first few sessions together can feel a bit messy and unstructured. It takes time to get to know each other and dig into the issue(s). Experience has shown me that the really good work starts 4-6 weeks in. Neither of us wins if we quit early — great work takes time. A three-month initial engagement ensures we are invested in the project's success.
During our third month of working together we'll meet to discuss the current situation and work out the best way to proceed together.
Politely, no. Our agreement will cover a fixed period and will account for the eventuality of you, and occasionally me, taking time away from our businesses. I'll ensure we recognise this at the outset, so neither of us feels hard done by!
However, you can press pause on our agreement in the event of a family emergency or something of similar seriousness.
My service offering is based on access and not hours/sessions. Whilst we agree to meet on a regular cadence 1-1 you will also have direct access via Slack or email for when you need it. Of course, if you are unable to make an agreed session I'd be happy to rearrange calendar permitting.
If you're not happy with our first paid session for any reason, you can ask for your money back. After that, I do not offer refunds under any circumstances. If you choose to end our agreement early I will issue an invoice for the remaining amount due.
I have a short and easy to understand agreement that I provide for us to both sign. Put simply, it covers how we work together, IP and confidentiality, and that I am responsible for paying my own taxes!
I issue all invoices on the first of the month in advance on seven day payment terms. If we start work half way through a month I will issue a pro-rata invoice accordingly.
Whilst direct wire transfer is preferred I am happy to accept payment by credit/debit card. Feel free to mention this in our initial conversation.
I do. My invoice will include full details for international bank transfer. If this is a concern, let's talk about it.
I own and run a registered UK limited company which was incorporated in 2004. It's listed as Metro 55 Limited #05243642, and I trade as "Keir Whitaker" for simplicity.
Yes, my UK VAT registration number is #177672955. If applicable, VAT will be charged at 20% and clearly stated on the invoice.
Editor's Note (2021): Travel, remember that? This section was, of course, written when we were partying like it was 2019. Alas, times have changed, but let's look forward to the day we can safely convene in a room together once again.
I love to travel and am happy to get on a train or plane to meet you in person. All reasonable travel expenses will be agreed in advance and I will pass on copies of all receipts with my invoice.
UK meetings outside of the South–West generally require train fare and a single nights accommodation. For longer trips, I respectfully request flights and a minimum of two nights accommodation (i.e. the night before the meeting and the night of our meeting. This means we can get the most from our time together).
Last Updated: Friday 6th May 2022
If you'd like to learn more about how I can help you and your Shopify foucsed business grow and develop, why not book a complimentary no-obligation 60-90 minute consultation? Start by completing my new client survey, and I'll get back to you to arrange a convenient time to meet.