Company Policies 

Just So We’re On The Same Page—here’s a handy list of our “house rules”:

The Creative Process & Feedback

Each week, our Content & Administrative Manager, Maura, will send a Weekly Progress Report (WPR) to your Primary Contact. This brief report serves to give you an update on the status of your project, outline any outstanding materials and feedback we need from you, and identify the next steps in your project. We’ve found that this process helps guide our work together and cuts down on having to track the back and forth emails about project updates. 

  • For logo work, your package includes 1-3 design concepts from which to choose.

  • Each graphic element and written content are designed to wow you. In the event that you aren’t 100% wowed, we will take your feedback and revise it in a round of revision. 

  • We consider a round of revision to be any single collection of constructive feedback, suggested edits, revisions, or changes following a presentation of a draft of design or copy. Each project package includes the standard number of revisions that we’ve found to be effective in delivering a great product to our clients; the maximum rounds of revision is 3. In the rare case that you might want additional revision rounds, we’ll ask if you’d like to add it to your project invoice at a prorated rate.

  • We ask for all feedback to be given by one primary contact. Revisions will only be accepted when requested by the primary point of contact identified in the Client Brief. Often, when there are multiple opinions incorporated, it can cause confusion and misdirection. Therefore, your primary contact will need to provide clear direction and feedback so that revisions are easy to track and manage. We ask all requests and feedback be sent via Feedback Form(s) sent to Client and found in Client Portal.

  • Requests that exceed the project scope or are beyond a typical “revision” (i.e. significantly changing the shape of the logo or changing the color scheme well into the branding process) are more complicated than they may seem; changes like these can disrupt an entire brand identity and may, and often do, result in the need to restart some of the branding processes, and may be charged accordingly.

  • We request that all approval on any design or written element be given in writing either via email (for content) or in a feedback form (for design). When approval is given on any element, we take that as final approval on behalf of your leadership team. This means that we trust that if anyone else on your team needs to approve it, you have taken that step internally before approving. If, after having provided approval for an item or element, there is a revision requested, an additional estimate will be provided for the changes to be made. Most projects build on each other, so your brand and elements are cohesive. Your approval will impact other items that we have moved forward with. In the event a structural brand change is requested (such as a your brand colors, key messages, fonts, logo, etc.), an estimate will be provided for updates to all the items in your branded elements that are impacted by this change, if changes are required.

  • Printing is not included for any items listed, however, we are happy to take care of setting up and ordering your printed collateral. Set up fees are available upon request.

  • Website maintenance and updates are not included in our website design packages. These services are available if requested and will be billed at a prorated rate. 

Keeping In Touch

  • Email support is within our office hours (Monday-Friday, 9am-8pm EST). We are closed on Saturday and Sunday and all major US holidays. If we are planning any time out of the office, we will notify you well in advance. We typically respond to non-urgent emails within 24-48 hours. 

  • Unscheduled phone calls may not always be accepted. Email is the most reliable way to communicate with The Look & The Feel. If you'd like to schedule a phone call with us, send us an email and we are happy to set up a time to call you. 

  • Phone calls (scheduled or otherwise, excluding coaching/strategy sessions) that exceed 15 minutes in length will start to incur a fee of $25 for every additional 15 minutes or portion thereof.

Timelines & Expectations

  • We value your time and understand you would also like to keep the project moving. To ensure we can give you our full attention, we ask for 3 business days to review any materials that you send us. On your end, we request that you provide us with your feedback within 3 business days of receipt to keep the project on its timeline. 

  • Your project timeline is created with the assumption that we have received the information or assets we need from your team by the deadline outlined in our letter of agreement. If we don’t receive the information needed by the deadline, the entire project timeline will likely be shifted. 

  • We’ve built our creative process in a way that is meant to help get to the core of your unique brand story; we ask that you trust in our process and allow it the time and space it requires to fully manifest. There are particular benchmarks in our process, too, and we usually start with Coaching, Content, then Design. These are key milestones in our process that allow us to do our very best work and not rush your project. We’ve found that this type of flow ensures the best outcome for our clients. 

  • Brands are multi-dimensional, meaning that they aren’t as simple as a singular design—they have many facets that are interdependent of one another. Your brand elements build upon one another; a coaching session can help identify your target audience, clarify your brand voice and tone; your moodboard informs the brand look and then help us create your designs. Your brand isn’t built overnight—it’s a series of creative steps to deliver your final brand look and feel. 

  • This is collaborative work, and we all have to put in the work and investment to ensure success!

Referrals 

When you’re happy with the work we do, please tell your friends and colleagues. Chances are, you have someone in your life that would benefit from our services. We would be honored to be referred by you!

Once you launch your brand, heads will turn. When people praise your new look and feel, we would appreciate an introduction to them. If they hire us, you’ll both get a generous credit to put towards a future project. We appreciate the referral!


Thank you for your business!

—All of us at The Look & The Feel