FREQUENTLY ASKED QUESTIONS

Have questions about our services? Chances are, you’ll find them right here!

Are there any geographical limitations?

None! Whether you’re down the street or across an ocean, we’ll go where your story leads us.

Can’t you just fix up my current website?

Maybe. This largely depends how well your current site is built. We’re all for historic preservation when it comes to landmarks, but we’re less nostalgic about websites. If the foundation of your site is crumbling and the roof’s caved in, it’s almost always less expensive to start from scratch. Bottom line: We don’t want to fix up something that will become a money pit in the near future. We’re happy to take a look and give you an honest assessment.

I took some staff photos with my iPhone; can we use them?

While we love Apple products, we don’t recommend this route. If a picture really is worth a thousand words, then we want to make sure each one is professional and represents your company looking its best. We have an in-house photo studio and working relationships with some of the area’s finest location photographers.

 What if I don’t like it?

Then we trust you’ll tell us early on! Our process is collaborative and based on clear communication with our clients and iterative revisions to projects until we have created something that we’re all happy with — as evidenced by our client testimonials.

My neighbor’s nephew does website. Can you match his rates?

If he’s still living with his parents, probably not. But, we’re pretty confident he can’t match our quality or provide a complete range of creative services and long-term support. The fact is, we’re often asked to rebuild sites that were built on the cheap by friends of friends. If you want a professional website, we recommend going with a professional agency. It’s good for your business (and maintaining an amicable relationship with your neighbor).

What if I just want to use stock photography? Can you help with that?

While custom photography is always a good investment for your brand’s portfolio, we can definitely curate quality stock photography that will fit the bill. We will provide a custom quote for you upon request.

What payment methods do you accept?

We accept all major credit cards, including Visa, Mastercard, American Express, Discover, and Diners Club. We also accept PayPal and Stripe.

What is your view on spec work?

At PSK, we are 100% against spec, or speculative, work.

We believe it is unethical to ask designers to submit work in mere hopes of getting paid. That’s why all of our creative designers receive a fair wage for work they submit.

Does every project come with a Project Manager?

Yes. Every single design package we offer comes with a dedicated project manager, a real, live, human who’s based in the US, is friendly, and is an expert in all things design.

We don’t do phone trees here at Logoworks, and your Project Manager will be your primary point of contact for any question, big or small.

When can you start, and how long will it take?

Naturally, this depends on the scope of the project. Typically, we meet with the client to discuss the project, then we write up a bid to outline the services, costs, and deliverables. Once we get the final go-ahead, we get to work. Frankly, it’s as much in our interest to complete your project quickly as it is in yours. It’s also in our shared interest that we produce good work. For us, this means getting to know you, understanding the goals of the project, and creating a custom solution. (Cookie cutters don’t create distinct and memorable brands.)  Our goal is to deliver your products in as timely a manner as possible without sacrificing the quality of work.

Do you do all this work in-house?

Almost. Take a look at our list of services offered in house, and you’ll see that it exceeds most creative agencies of our size. Of course, for those services that we do outsource, such as film production, intellectual property law (brand protection), and market research surveys, we’ve built some great partnerships. You’ll always know when we bring in a partner, and we’ll work closely together to ensure your brand remains compelling and consistent.

Have you done work in my company’s specific industry?

Probably so. Take a look at our stories to see if you fall into one of the industries already listed. We have experience in industries ranging from technology and healthcare to education and retail (and many, many more). But, even if you don’t find yourself fitting into one of these categories, we’re confident we can still do great work for you. The approach to brand strategy and creative marketing is effective across industries. For each new client, we work to understand their company mission, core purposes, target audiences, and other features that go into developing a solid, authentic brand.

What is PSK’s definition of “Effective?”

Effective work is work that makes things happen. It does more than get noticed; it makes the market say “Wow!” It does more than create awareness, interest, conviction and action; it builds a brand of distinction. It does more than persuade; it sells.

What makes PSK tick?

Our people. Let’s just say Riger is a tightly knit bunch of loosely wound advertising professionals working side-by-side for the betterment of our clients’ businesses and the improvement of our lots in life…one project at a time…one day at a time.

We simply give you our very best. It’s all about creating professional, effective marketing by knowing our clients’ business and by being the most Proactive, Creative and Effective team we can be on their behalf. It—The Work—is not just what we do each day. It defines who we are.

How is my account team structured?

We surround each project with a multidisciplinary team consisting of just enough people to get the job done.

We also recognize there are times when we won’t have every resource under our roof. That’s when we bring in the hired guns. With over 60 years of experience and literally hundreds of contacts in the business, our network of talented freelancers, photographers, programmers, etc., is a real resource to our clients. Whether we act as your general contractor, or simply provide a quality referral, your needs drive the mix.

How do you charge for your services?

Actual compensation methods vary depending on your needs.
-On a project basis—specific work for a set price.
-Fee-for-service—payment on an hourly basis for agency services. As more and more of the agency’s services (e.g, online reputation monitoring, public relations, or media analysis/planning/buying) come into play, the nature of our relationship often grows.
-Letter of agreement—spells out all the terms of the longer-term relationship. This agreement may include a monthly retainer fee. The benefit of this arrangement is much like that of having a utility’s budget plan: you know exactly how much is budgeted each month for those services.

At the end of the day, whether we’re compensated on a project, or hourly basis, through media commissions or through a retainer, the acid test is simple: if you feel you got what you paid for, the compensation arrangement is working.

How do you go about an agency search?

The first step is to decide what it is you hope to accomplish with the agency. Clearly stating your objectives in writing is a good way to bring focus to your thinking. And, it creates a “scorecard” on which you may wish to evaluate prospective agencies.

Can’t I do all this myself?

It’s really a question of evaluating what you do best and what an agency does best. After looking at core competencies, many businesses decide that it’s wisest and most cost effective to form a relationship with a good agency.

What are the benefits of working with an agency?

– Flexibility as an “as-needed” resource you “turn on” when you need it and “turn off” when you don’t
– An extension of your own marketing department, or in some cases it effectively becomes the marketing department
– Smart, innovative people
– The ability to turn strategic, creative ideas into persuasive marketing communications
– An objective, third-party perspective free of internal politics and bias
– Insights gained from experience with the way people research and buy products
– “Cross-pollination” of ideas—benefit from the agency’s experience
– Knowledge of the different media outlets and how to get the best return-on-investment (ROI) for your advertising dollar
– An integrated, 360-degree (“holistic”) approach to marketing
– Accountability—competition ensures you get their very best.

What can an agency do for me?

Provide all the services necessary to manage your total advertising and marketing program. Depending on your business’s goals, present needs and capabilities, this can include:
– Analyzing your problems and opportunities
– Recommending effective marketing directions and solutions
– Preparing an appropriate and creative message
– Ensuring maximum efficiency in the planning and buying of the right media in which to communicate your message

How do revisions work?

We’ll start off by giving you multiple design concepts. Keep in mind that the design process is highly iterative and collaborative, so we send you the initial designs, we’ll ask for your feedback to make the designs even better.

Usually, our clients ask us to tweak colors, fonts and layout. Sometimes, they even ask us to combine the top half of one concept with the bottom half of another.

Whatever the revision, big or small, we’ll continue to revise your design until it’s absolutely perfect.

How can I make changes and updates to my website?

You are totally equipped to make basic content changes to your site, we promise. We’ll go over this kind of stuff during the project, and we’ll train you on the basics once your site goes live. For changes that involve design tweaks, page add-ons, and the like, you’ll want to check out the a la carte menu. Some design firms lock you into a monthly premium just in case you need their help – sort of like insurance – but we won’t. We think you should pay for help only when you need it. So don’t worry, we’ll be there for you!

How do I know you won’t run off to Mexico in the middle of the night with all my money and a half-finished project?

First off, we’re terrible runners; we’d never make it down the stairs at the office, much less the border. Second, we’re a business too, and we’d be super bummed if anyone did that to us. Karma, amirite? For even more reassurance that Team Fuze is not a flight risk, check out reviews from our happy clients here, or come hang out with us on Instagram or Facebook and get to know our team.

What happens after the website is launched? Who do I call if something’s wrong?

After the website is launched, we will provide you with simple instructions on how to update basic content such as changing text or updating a photo. Through our maintenance plan, you can contact us at any time with any issues. Our ongoing service is designed to make sure your website is fast, accessible and secure. If the problem is something outside of our expertise, we’ll contact a 3rd party and keep you updated. We’ll inform you of any fees that may incur prior to doing any work. Please review our Website Maintenance Agreement for more details.

What happens if I want to add some features to the website while it’s being building?

While we’d like to be flexible and responsive to your needs, we also want to deliver what we promised within the time frame and budget we have set forth. However, if we all agree that the new features will help achieve the objectives, then we’re more than happy to do it. We’ll give you an estimated time frame and let you know if it’ll incur any additional cost not projected in the original proposal.

Where is the website hosted?

We partner with WP Engine because it specializes only in WordPress hosting. Our websites are hosted on a dedicated server, which means that your the entire server isn’t shared with anyone else. This leads to stunning speed and powerful security. We take proactive measures to keep your website safe. We will help you migrate the content of your website as smoothly as possible.

Why do you use WordPress?

WordPress is an open source content management software and it’s popular because it’s easy to use, easy to maintain, and is extremely conducive to integrate various plugins such as social media, payment, blog, etc.

WordPress allows us to select a template to be used as a guide for our design work using modern standards and best practices. We spend most, if not all of our time to build unique designs for each of our clients’ websites, which comes solely from design skills and coding customization based on the research time we spend with you, learning more about your business and target audience.

After the completion of the project, do I get copyright?

Think of it this way, when you buy a Big Mac, you’re buying the burger, not the recipe. Similarly, when you hire a photographer, you’re buying the pictures, not the negatives, nor the artistic style. Likewise, when you

commission us to custom design something for you, you’re not purchasing the softwares we use or the creativity, you’re purchasing the final design.

Under US Copyright law, the designer automatically owns all rights to the work. All rights and ownership belong to the creator of the work (i.e., the company). Automatically. However, you may reuse, reproduce or distribute the design to fit the needs of your company.

If you’d like to have ownership, we can certainly transfer it to you. Please ask us on how this can be done.

What formats will I get at the end of the project? Do I get raw files?

If we’re designing a brand mark for you, you’ll get your logo in a JPEG and PNG format. We’ll also provide you with a version in all white and all black. In addition, you’ll receive a square size of your brand mark, or icon to use for your website or social media. If it’s other print projects, we’ll only give you digital files upon request because our monitors are calibrated to our print shops. Giving the digital versions to you, may cause the files to appear differently on your monitor, which creates discrepancy. We don’t give raw files for copyright purposes. Please read the next question.

Do you do printing?

We don’t offer in-house printing services. Our focus is fully on helping you design the look and feel of your company. However, we’ve partnered with the best print shops in the industry to provide consistent, quality print products. If you don’t see anything you like or if you’d like specialty printing, we can help you find a reliable print shop. Print cost isn’t included in any of our proposal agreements.

Aside from brand mark and business cards, what else can you design for me that falls under branding?

We provide a full range of design services to help you create consistent branding message and aesthetics such as the following:

     · Standard Stationary — letterhead, envelope and presentation folder

     · Print Collateral — brochure, flyer, postcard, posters, signage and newsletter

     · Advertising — print and online advertising

     · Illustration — custom digital illustration

     · Photo Enhancement — image composition, repair and optimization

What happens at the end of my two-year website development and maintenance?

If you’d like to continue our service, we can make major changes to your website such as adding or removing pages, changing the layout, or make other adjustments to keep up with the new changes in your business. Other ways we can create new information is to take high quality, non-stock photos for you, create short videos you can share on your website or on your social media, or create testimonial videos for you. Whatever your business may need by then, we’ll help you make it happen.

However, if you’re dissatisfied by our services, we will help you migrate the website to your own hosting and management for a small fee of $100. We’ll provide you with the most up-to-date instructions on how to manage your website, as well as all user names and passwords for applicable accounts.

How come the website isn’t loading properly on my Microsoft Internet Explorer 6?

We design websites that’s optimized to perform consistently across all platforms and devices. We test the design and performance on all updated softwares and devices as well. However, we don’t test it on old or abandoned browsers such as Microsoft Internet Explorer 6 and before, older versions of Safari, Mozilla Firefox, or Opera unless if it’s directed to your target audience, or for other specific reasons.

I love to build my site with PSK. How much does it cost to sign up?

The packages start at $99/month with a two-year contract. If you’d like us to send a PSK team member to your business and shoot custom photo and video content to feature on your site, this service is available for an additional one-time fee of $3,000. Your monthly subscription charges will be billed upon sign-up.

My business is pretty niche; are you sure you’ll sound like you know what you’re talking about?

Sure! We focus on crafting creatively-driven content for websites, and that’s it. So we’ll do a deep-dive on your industry, really getting dirty with it. From there, the Content Client Questionnaire you complete will help us learn what makes your business uniquely you. We typically find that clients walk away with some insights that they hadn’t considered before, since we’re able to help look at your business and its benefits with fresh eyes

What would be expected from me as a client?

You can expect us to always meet our deadlines and get back to you within 48 hours, so in order to preserve a project’s momentum, we expect the same from you. In extreme cases, if a client does not respond within 21 days (yep, that’s happened), we reserve the right to cancel the project at the client’s expense. Of course, we’re not jerks about it. We understand that you want to take the time you need to make the best decisions for you and your business, and to give the most useful feedback possible. Expected response times are within 48 hours, but just tell us if you need more time (within reason, of course), and we’ll find a way to work it out.

I don’t see an item I want in the packages offered, do you custom quotes?

The a la carte menu is a great option for one-offs and add-ons to the packages we offer. If you don’t see what you’re looking for here, that means we don’t specialize in it, so we don’t offer it. We just want to be sure we’re doing our best work for you! Hope you understand.

What is your refund policy?

Due to the digital nature of our services, PSK does not offer a return policy of any kind. In the event that you’d like to cancel your project within the first 30 days of a project’s start date, a standard 50% kill fee will apply. If the project is canceled after this, the full project fee will be due.

When will I be billed?

After you reserve your project and decide you wanna make this thing official, you’ll put down a 50% downpayment on your services before we start work. The other 50% of payment is billed once the project is complete. (Just one exception: project fees under $500 will be billed 100% upfront.)

I’m ready to get started. Now what?

First, we talk.

When you reach out, you really talk to us. No middlemen, just the actual people working diligently to bring your vision to life.

You bring us your ideas, the problems you’re trying to solve, and what your hopes are for the end result. We’ll chat about how PSK fits into that picture and what we can do to help.

We believe that immersion breeds authenticity, so we’ll ask you a bunch of questions to help us understand your situation. We’ll use that insight to chart a course from where you are to where you want to be, and once we’re all on the same page we get to work on closing that gap.

How much will it cost me?

This is a complicated question to answer, so we took some time to create a helpful chart:

 

investment

Note: this chart is not actually helpful.

As you can imagine, this question doesn’t have a straightforward answer. Just like there’s no cookie-cutter approach to your project, there’s no one-size-fits-all way for us to tell you how much it’ll cost.

The truth is that creating something terrific requires a lot of effort from a lot of talented people. At the end of the day, our priority is to get you the maximum value for your budget—however much that happens to be.

 

Why do you charge a monthly fee?

We future-proof your business. Tech changes, and so do your tastes. We don’t charge you thousands of dollars up front for a site that sits untouched for years. We charge a monthly fee because with PSK, your site will always be evolving.

What softwares do you use?

We keep up-to-date with the latest versions of industry-standard design tools such as the full suite of Adobe creative softwares.