Pepper’s Frequently Asked Questions
You’ve got questions? We’ve got answers.
- Where do you offer your services?
Currently, our services are offered to English-speaking creatives WORLDWIDE!
- How can I pinpoint the areas in which I need the most help?
We start by asking you to fill out our handy onboarding questionnaire(s) to help us get to know you and your business and become your business BFFs! We also encourage you to think about your current marketing strategy and the tasks that overwhelm you the most. Chances are, they are similar to others in your industry.
Creatives and clients who choose our four-month retainer package receive a full audit of all your marketing efforts (including your social media, web traffic, and SEO) to help us really dive in and pinpoint opportunities for improvement.
The critical pain points we often address in order to help creatives meet their goals include branding, custom marketing strategy, website updates and SEO, blogging, newsletter design and marketing, and social media strategy and management.
- How do I know which package I might need if I have never had a service like this before?
We have a variety of packages to choose from based on your goals and budget. In long and short, hourly packages start at 30 hours and can grow to 100+ hours monthly. Our most popular package is our Full Access to Pepper. This is where you hire us as your team to execute monthly marketing tasks. After your initial consult call, we’ll both have a much better idea of what you are looking for and how our creative agency and services can help. We will guide you to which package we think would be best based on your goals. There is also an option to “top up” your hours as needed or to change your package with 30 days’ notice.
- Are the task hours I purchase per week or month?
The task hours you receive with your package are on a monthly basis. There is also an a-la-carte option to add extra hours to your package each month if you need a “top-up” to complete some tasks.
- What happens if I don’t jive with my Creative Manager?
If you and your Creative Manager aren’t jiving, we’ll have an open conversation about it and, if requested, we will replace them with a different one—no problem!
- How do I know if my Content Creators are efficient in their tasks?
The Content Creators at Pepper are trained to rock their tasks with efficiency and gusto! They’ve been hired for their creative talent, quality work and efficiency. You can rest assured knowing they will get it done (and, after only a short time, you’ll see it for yourself!), and it will take so much work and stress off your shoulders. We trust them fully, and all time spent on tasks is tracked diligently.
- How do I delegate tasks to my Creative Manager?
Our packages are designed to pre-plan tasks each month so we are always on the same page. If something comes up we require a minimum of 3 days’ notice before a due date for a task to be completed. This ensures enough time to complete the task thoroughly, send it back for review, make any changes, and still get it done on time! If you have an urgent task, we can absolutely do our best to try to accommodate, but the 3 days set everyone up for the most success. You and your dedicated team members will quickly establish the best way to delegate these tasks, be it via strategy calls and Slack! Also, please note that larger tasks may require more notice to complete on time.
- Can I downgrade my package?
Yes, at the beginning of the next month and with 30-days’ written notice.
- Can I upgrade my package?
Absolutely! We require 30-days’ written notice for upgrades, as we need time to fit tasks into our team’s schedule.
- Are all forms of communication billed to my task hours?
Yes. All emails, Slack messages, and video chats go towards your task hours. Communication is incredibly important for success, so this keeps everything right on track. And some clients or tasks may require more communication than others depending on the level of detail, so this ensures that each Creative Manager is entirely devoted to giving you the best possible one-on-one attention.
- What is the cancellation policy?
While we will always be sad to see you go, we also understand that this does happen or your work may be seasonal. We require 30 days’ written notice in advance of cancelling services, which is stated in your contract when onboarding.
- How do payments work?
Billing happens with your Pepper team at the start of each month. We accept automatic payments via your credit card. This is one less thing you have to think about and we will send you a receipt each month.
- How will I know what my team is doing each week?
As we mentioned, our packages are designed so that you know what tasks are planned and being executed each month. In addition to that, the communication is always flowing. Your Creative Manager will send you updates via Slack to keep you in the loop about tasks currently in the works and what’s been completed. You also have access to the entire team via Slack to ask questions about tasks and book strategy calls each month with your Creative Manager and Content Creators–like we said we are ready to be your BFFs!
- What kind of tasks can I have you doing for me each month?
We are a full-service marketing agency, so that means you can have us do all sorts of tasks like graphic design, Instagram scheduling, Reels, TikTok, SEO site maintenance, website development and design, blog writing, newsletter marketing, Pinterest management, and more! You can check out all of our services here.