Pepper’s Frequently Asked Questions

Currently, our services are offered to English-speaking clients WORLDWIDE!

Yes, we do! We offer free consultation calls so we can get to know your business, where you’re at, and where you want to go. We’ll chat through your goals, current marketing efforts, pain points, timelines, and what kind of support would make the biggest impact right now. It’s a relaxed, no-pressure conversation designed to give you clarity and see if we’re the right fit for each other. A good strategy starts with a good chat, which you can book here!

We start by asking you to fill out our onboarding questionnaire(s) to help us get to know you and your business and become your marketing 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.

Clients who choose our Full Access to Pepper 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.

But it is always best practice to make sure you have a strong foundation, which is your branding, logo, and brand messaging before you implement a marketing strategy.

We have a variety of packages to choose from based on your goals and budget. 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 marketing agency and services can help. We will guide you to which package we think would be best based on your goals. We offer a variety of other packages including social media management, branding, photography and web design. You will be able to figure out the direction you want to go after your consult call.

Our packages are sold on a monthly basis, which are billed every 30 days. We do ask that you commit for four months on all social media and Full Access to Pepper packages. In our first month working together we do a lot of set up, building, creating, designing, and getting to know your business and brand. Month two and three is when we start executing the tasks. Special projects such as visual identity days, brand development, web design and development and photography do not fall under this billing system.

We keep onboarding clean, organized, and moving. New client start dates happen on the 1st or 15th of each month. That gives our team the space to set your account up properly, map out your strategy, and hit the ground running! Once you’re ready, we’ll guide you to the next available onboarding date and get things rolling.

Damn rights we do! Digital marketing such as Facebook and Instagram ads as well as Google Ads and YouTube ads are offered to our Full Access to Pepper and Social Media clients. This service is not included in your regular organic marketing tasks, however, we offer a set up and ongoing management fee to these clients who are interested in not only organic marketing but digital marketing, too.

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.

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.

Yes, at the beginning of the next month and with 30-days’ written notice.

Yes. All emails, Slack messages, and video chats go towards your monthly package. 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 Project Manager is entirely devoted to giving you the best possible one-on-one attention.

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 (this can be done via Slack or email) in advance of cancelling services, which is stated in your contract when onboarding.

For retainer clients, we onboard on the 1st or 15th of the month, and billing runs on a 30-day calendar cycle. Your invoice will be sent 7 days before your start date, and payment is required before any work begins. For example, if your start date is the 1st, your invoice will be sent 7 days prior and must be paid before onboarding starts.

For one-off projects, start dates can happen at any time of the month, depending on availability and capacity. The same process applies: invoice first, payment before kickoff, then we get rolling.

We accept e-transfer, bank transfer, credit card, and cheque. Credit card payments include a 2.99% processing fee.

We know life happens and plans shift. If you need to move your start date, we require at least two weeks’ notice. If payment is missed for your original start date without notice, a $100 re-onboarding fee will apply to secure a new date.

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 Project 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 Project Manager and Content Creators–like we said we are ready to be your BFFs!

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.