Client FAQ

Last Updated: 12th March 2023

Before embarking on our work together, you may have a few questions. I've included 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.


Q: What type of coaching clients do you work with?

I specialise in working with solo founders of creative businesses — with a particular focus on Shopify-focused agencies and app companies. The last decade-plus of my working life has focused on Shopify (7 years at the company and four years as an independent coach and consultant). 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.

Q: What if I'm a solo founder but don't work in the Shopify ecosystem?

Not a problem. Whilst my background lends itself well to working with Shopify-focused businesses, I also count founders in the SEO, digital, creative and Sass sectors amongst my clients. Fundamentally, if you're a solo founder needing support — let's talk.

Q: How do I know if I'm a good fit for your services?

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 open and honest 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.

Q: What's the time commitment?

I offer two options — 3 x 1 hour sessions per month or 2 x 90 minute sessions per month. Both cadences allow for deep work and space to breathe. You'll also need time to think, review, and implement the ideas and changes we discuss.

Q: Will you give me homework?

Not as such! However, our engagement will likely create work for you. This could be in the form of deeply thinking through a problem, implementing a change in your business, or an exercise we will review together.

Q: How do I know if coaching is helping?

At the beginning of our engagement, we'll take time to work out a handful of longtail goals. I like to think of these as a "trajectory" instead of a definitive outcome. For example, one might be to "develop more confidence in giving feedback" or "saying no to projects that aren't a good fit". We'll use these to measure progress.

Q: Is there a minimum term?

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 discuss the current situation and determine the best way to proceed.

Q: If I miss a session, can I bank it for another time?

My service offering is based on access, not hours/sessions. Whilst we agree to meet on a regular cadence 1-1, you will also have direct access via Slack or email when needed. Of course, if you are unable to make an agreed session, I'd be happy to rearrange calendar permitting.

Q: How much will this cost me?

My 1-1 coaching service is £2,250 + VAT (if applicable) per month. This is 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.

Q: What if I would like to pay for three months up-front?

You would? In that case, I am happy to offer you a 5% discount!


Q: What type of advisory clients do you work with?

My experience aligns well with Shopify-focused agencies and app companies. Additionally, I have engaged with creative businesses (e.g. graphic design firms), SEO agencies, Sass businesses, as well as solo developers, consultants, and content creators.

Q: Can you help us implement your recommended strategies and tactics?

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.

Q: How much will this cost me?

Unlike my coaching service, my advisory services are delivered in many different formats — from one-time conversations to long-term "call me when you need me" relationships. As such, every engagement is tailored to your needs and the cost will reflect this. After our initial discovery conversation, and assuming I feel I can help you, I'll send you a short easy to read proposal with 2-3 options for you to consider.

Admin & Logistics

Q: Where are you based?

I live and work from the city of Bath in the South West of the UK (GMT+1).

Q: I'm based outside of the UK. Can we still work together?

Absolutely. I 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!

Q: Can we add you to our Slack workspace and/or email you for advice between calls?

Yes! I'm happy to be added to one or two dedicated channels in your Slack workspace (preferably 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).

Q: Can other people join my coaching sessions?

Coaching work is 1-1. However, if the need arises for a colleague to join a session, I ask that you share who will be on the call, their role in the business, and why they need to join 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.

Q: Will you sign an NDA agreement?

My reputation rests on the fact that I keep our conversations private. However, if you want me to sign an NDA/confidentiality agreement, please let me know in my initial survey, and we can work it out together.

Q: May I speak with a couple of references about working with you?

Of course, please get in touch, and I'll join the dots.

Pricing & Billing

Q: Can we pause or downgrade our ongoing engagement during the holidays?

Politely, no. Our agreement will cover a fixed period and 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 case of a family emergency or something of similar seriousness.

Q: Do you offer refunds?

If you're unhappy with our first paid session, 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.

Q: Do you have your own consulting agreement, or do we need to provide one?

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!

Q: What are your invoicing terms?

I issue all invoices on the first of the month in advance on seven-day payment terms. I will issue a pro-rata invoice if we start work halfway through a month.

Q: Can I pay by credit/debit card?

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.

Q: Do you always invoice in £GBP?

I do. My invoice will include full details for international bank transfers. If this is a concern, let's talk about it.

Q: Are you a sole trader or a limited company?

I own and run a registered UK limited company incorporated in 2004. It's listed as Metro 55 Limited #05243642, and I trade as "Keir Whitaker" for simplicity.

Q: Are you registered for VAT in the UK?

Yes, my UK VAT registration number is #177672955. If applicable, VAT will be charged at 20% and clearly stated on the invoice.

Q: Do you charge for travel expenses?

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 upon 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 night's 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).

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