Introduction to SGD: Our Services and How We Work

Thank you for trusting our team at SGD with your website and digital marketing!

There are a lot of digital marketing agencies you could work with, so we're incredibly grateful and excited you've decided to work our team. 😊

The purpose of this page is to kick off our project and let you know what we need to begin.

While we're working together, think of us as an extension of you and your team – we have got the expertise, experience and proven process to get great results for our clients from their websites – but we can't get results without you.

We need your help to provide us with information and give us feedback so we can work effectively together.

Follow our lead and trust the process. We've got this! 😎

If you feel stuck at any point, please let us know. we're here to help every step of the way.

Please take a few minutes to read through the steps and book in your kick-off call.

We can't wait to work with you to help your business grow!

Best regards,

– Team SGD

support@sgd.com.au

🏠 SGD Contact Info

🤝 Mutual Expectations

Having worked with over 300+ clients, we’ve found that projects go a lot smoother and are more enjoyable if each of us commits to the following:

• Good communication - Messages and requests are clear and concise.
• Timely replies - Responses are given within 24-48 hours (during business hours)
• Respect each other’s time - Bookings are made in advance. We each show up to appointments on time. We finish the meeting on time. If either of us can’t make a meeting due to a last-minute emergency, we give as much notice as possible to the other person. Please give at least 24 hours notice if you need to cancel or reschedule your call.
• Efficiency - We each come to meetings prepared and ready with questions. Often our progress depends on “homework” being completed in-between our calls. If this can’t be completed for whatever reason, we will give notice to the other so that the call can be rescheduled if needed.
• Transparency - We are open and honest with each other about expectations and requests.

Over the last few years, we’ve become great friends with many of our clients and developed great long term business relationships. We hope we can do the same with you and your team! 😄

⏰ Our Availability

Our main office is in Melbourne, Australia (UTC +10). We work a fairly normal week from Monday to Friday (Melbourne time). Due to the time difference with the U.S., this means we're generally available in the afternoon and evening, Sunday to Thursday, U.S. Time.

📆 Project Communication & Support

Because we work with clients across multiple time zones, we use a booking system to book calls. Please use our call booking link (rather than suggesting times) as we find this to be the fairest and easiest way to make ourselves available to our clients.

All our meetings are via video call (unless we have decided otherwise).

For website projects, we included a set number of meetings, which will be outlined in your proposal.

All other meetings are charged as paid support, as per the rate on your website care plan.

There are three ways we'll communicate:

1. ClickUp: for our project action plan
2. Video call: for our scheduled meeting times
3. Email Helpdesk: for ongoing support requests

✅ 1. ClickUp: During our project, we'll work together in our project management tool, ClickUp. This will keep our conversations organised in one place and make it easy for you to know what's coming up next.

Don't worry - ClickUp is easy to use! Even if you're not familiar with using a project management tool, we’ll make sure you have what you need and we can answer any questions on our next call.

We pride ourselves on efficient communication with clients and respond to requests within a timely manner (almost always within one business day).

✅ 2. Scheduled Video Calls: We use videos calls for all of our client calls. We typically record our calls to help with note-taking and summaries. If you’d a copy of our recorded calls, please just ask.

✅ 3. Email Helpdesk: To make it easy for you to get support when you need it, we use a dedicated help desk. This keeps email requests organised like tasks so we can action them efficiently for you.

For anything that’s not part of our project in ClickUp, please email details to the help desk using this email:

support@sgd.com.au

💡 Tips for requesting support

Here are a few tips for sending support requests so we can action what you need efficiently:

1. Use a clear subject line to describe your request: For example, instead of using a subject like “Help”, use a more descriptive subject like “Photo updates to the homepage”
2. Reply to the original request to add more information: If you have made a request and need to add more information, please reply to original request email instead of sending a brand new request. This keeps all information about the one request together within the same subject line so we can see the history and make sure we don’t miss anything.
3. One request per email: To make sure we can follow your request to the end and nothing gets lost, please keep each new request to its own support email. For example, if you’ve requested that we add new photos for your website homepage and realise you also want to have a landing page created, please create a new request with a relevant subject line for the landing page as these are different tasks.
4. Use screenshots and video recording where needed: When text along is not enough, including a screenshot or short video can be very helpful. Both Mac and Windows have built in screenshot tools you can use. For video recording, we recommend using a tool called Loom. Loom is awesome because you can share your screen and talk through what you’re trying to achieve. Please aim to keep videos below 5 minutes.

If you’re ever unsure what to do or confused, please let us know via email and we’ll let you know the next steps. If needed, you can also book in a call.

❌ We do not provide support by unscheduled phone calls, SMS or instant messages

We find that with proper planning and systems in place, we can deliver great results without the need for on-demand communication.

Our ability to get results for our clients requires a lot of time spent taking focused action, and for any kind of focused, creative work - interruptions can be a productivity killer.

That's why we don't offer support via unscheduled phone calls, SMS or instant messages.

If you need to work with someone that will always be available to pick up the phone when you call or that responds to messages outside of business hours, then, unfortunately, we're not the team for you.

If you need to speak with our team, please use the channels outlined above.

🔒 Secure Information

Naturally, our work will involve the sharing of company data and passwords. Your information will be kept securely and privately.

We have no interest in sharing any sensitive information. We value the privacy of our clients.

Any documents or spreadsheets provided to us are stored on our Google Drive which is protected with password access.

We will of course delete any information you send me upon request.

Our work will often require access to online accounts and we will need login credentials and passwords. Where possible, we will request that you create new account for hello@sgd.com.au

Any passwords are stored our 1password account and we will never write logins down on paper.

You can send secure information through:

• 1password.com (requires an account)
• Password.link
• One Time Secret
• Within our project in ClickUp

🙏 Feedback

While our primary goal is to deliver a successful project for your business, we’re always looking for ways to add more value and improve the way we work with our clients.

Please don't hesitate to let us know if there's something we’re doing really well or could do to improve.

We really appreciate the feedback! 😄

🤔 Questions?

If you're ever stuck or unsure about something, we want you to bug us, so please go ahead and ask us any questions that you have or let us know if anything is unclear.

We're here to help drive success for you and your business, so please do reach out!

We look forward to working with you to achieve your website marketing goals 🏆