Q: How many questions can I ask?
A: As many as you like, but you can only have one question open at once so that we can keep response times fast for everyone. We also have a Fair Use Policy to stop people abusing the service.
Q: Who will answer my questions?
A: Your tickets are answered initially by Ian Lockwood, who has 28 years of experience in digital marketing for businesses of all size. Your question might be passed on to another experienced digital marketing consultant if Ian can’t answer your question.
Q: What counts as one ticket?
A: A ticket covers a single topic or problem. If a question expands into a new area, we may suggest closing the current ticket and opening a new one.
Q: Can I reply to follow-up questions in the same ticket?
A: Yes, reasonable follow-ups related to the original question are fine. Extended back-and-forth or new topics may be treated as a new ticket.
Q: How long does it take to get a response?
A: We’ll always reply within two business days (this excludes weekends and public holidays), unless we notify you in advance that the service won’t be available at any point, such as staff holidays.
Q: What happens if my question is too big or complex?
A: We’ll let you know. In some cases, we’ll break the answer into stages. In others, we may recommend additional paid work or an upgraded plan if the request goes beyond advisory support.
Q: Do you ever say “no” to questions?
A: Very rarely, but we may redirect requests that involve large amounts of bespoke research, implementation work, or non-marketing topics.
Q: What exactly is included in the subscription?
A: You get ongoing access to experienced digital marketing consultants via a private ticketing system. We provide strategic advice, guidance, reviews, and recommendations across SEO, PPC, analytics, and website optimisation.
Q: Is this the same as hiring an agency?
A: No. This is advisory and consultancy support, not done-for-you execution. We help you make better decisions and avoid costly mistakes, but we don’t create content, manage campaigns or build websites unless agreed separately.
Q: Is there a limit on how much I can use the service?
A: The service operates under a fair-use policy. Most clients find they can ask several meaningful questions each month without any issues. If usage becomes excessive or falls outside the intended scope, we’ll discuss the best next step with you.
Q: Is there a minimum contract?
A: Subscriptions are billed monthly or annually. Annual plans offer a discount. You can cancel at any time unless otherwise stated, but you won’t be able to re-subscribe for six months after the end of your subscription and your ticket history will be lost.
Q: What if I don’t use the service one month?
A: That’s fine, your access remains active. Unused support doesn’t roll over, but you still retain access to the resource library and your ticket history.
Q: Can you guarantee results?
A: No consultant can honestly guarantee results. We provide expert guidance and best-practice advice, but outcomes depend on implementation, competition, budgets, and market conditions.
Q: Is this suitable for complete beginners?
Yes, and for experienced marketers too. We tailor answers to your level and explain things clearly without unnecessary jargon.
Q: How do I get the most value from the service?
A: Ask focused questions, provide context, and be clear about your goal. Clients who treat this as an ongoing advisory relationship get the best results.
Q: Is my data and information kept confidential?
A: Yes. All tickets are private and only visible to you and our consulting team.
If you’re unsure whether this is right for you, just ask. We’re happy to point you in the right direction, even if that means this isn’t the best fit.