General Information

  • What services do you offer?

    At The Lilac Creative, I offer a range of services to help businesses grow their social media presence:

    Social Media Audits: A detailed review of your current social media efforts, with actionable recommendations.
    Social Media Strategy: Tailored strategies to align with your business goals and audience.
    Content Calendar Planning: Creating a months worth of content ideas with prompts for content type, caption and hashtags/keywords.
    Creative Consulting: Expert advice on optimising your social media channels and campaigns.

  • What makes The Lilac Creative different from other agencies?

    As a one-person operation, I work closely with each client to understand their unique goals, challenges, and audience. My focus is on empowering businesses to manage their social media independently, providing guidance and support to achieve long-term success.

  • Do you offer custom packages?

    Yes! I understand that every business is different, so I offer flexibility in my services. If you have specific needs or would like a combination of services, I’m happy to create a custom package that works best for you.

  • What is your typical process?

    Here’s how we’ll work together to empower you to feel confident with your social media:

    1. Complete the inquiry form: Start by filling out the form on my website to share your needs and goals.
    2. Let’s see if we’re a match: I’ll review your inquiry and, if it’s a good fit, email you a few follow-up questions.
    3. Discovery call: We’ll hop on a call to chat about your challenges and goals in more detail.
    4. Personalised strategy or service: I’ll craft a solution tailored specifically to your business.
    5. Take control with confidence: Use your strategy or service to simplify social media and achieve your goals.

Working Together

  • How does the onboarding process work?

    After our discovery call, if you’re happy to proceed, the following onboarding process will begin:

    1. Welcome Email: You’ll receive a welcome email containing:
    A Welcome Guide with an overview of our collaboration.
    A FAQ Document to answer common questions.
    A Communication Policy outlining response times and project boundaries.
    2. Contract & Invoice: The contract and invoice will be sent for review and electronic signature. A 25% deposit is required to secure the project. Please note, this deposit is non-refundable.
    3. Project Outline: A detailed project outline will be shared, including timelines, milestones, and deliverables when necessary.
    4. Ongoing Communication: Regular updates can be provided, and feedback will be collected to ensure the project stays on track.

  • What happens during offboarding?

    1. Project Deliverables
    All final deliverables will be sent, ensuring everything is completed to the agreed standard.
    2. Feedback & Adjustments
    You’ll have the opportunity to share feedback, and I’ll make any final adjustments as needed.
    3. Thank You Guide
    A thank you guide and feedback form will be provided to wrap up the project and gather insights for future improvements.

    This process ensures a seamless experience from start to finish!

  • How do you ensure my brand's voice is captured in your work?

    I take the time to get to know your brand, values, and target audience. Through discussions and reviewing your existing content, I ensure that every piece of content I create reflects your brand’s voice and resonates with your followers.

  • How do you manage communication?

    I primarily communicate via email and WhatsApp. However, I am open to exploring other methods. I aim to respond to all inquiries within 48-72 hours as my working hours can vary. If needed, I can schedule regular check-ins to keep everything on track.

  • How often will we have check-ins or updates?

    The frequency of check-ins depends on the scope of the project. For ongoing services, I typically check in once a month to review progress and make any adjustments. For one-off projects, I’ll provide updates as needed.

  • Can I collaborate with other team members or creatives on my project?

    Absolutely! If you’d like to involve other team members or creatives, I’m happy to collaborate and ensure that everyone is aligned with the project goals.

Project Timelines & Deadlines

  • How long does a project typically take?

    The timeline varies depending on the scope of the project. A typical social media strategy takes about 2-4 weeks, while audits may take 1-2 weeks. I’ll provide a more detailed timeline once I understand your specific needs.

  • What happens if a project goes beyond the agreed timeline?

    If there are any delays, I’ll communicate with you promptly and work to resolve the issue. I understand that unexpected things can happen, and I aim to keep you informed and updated throughout the process.

  • How do you handle urgent requests or last-minute changes?

    I try to accommodate urgent requests, but please note that additional fees may apply for rush jobs. I recommend giving me as much notice as possible to ensure the highest quality work.

  • Can I adjust deadlines if needed?

    I’m happy to discuss adjusting deadlines if necessary. Just let me know in advance, and I’ll do my best to accommodate your needs.

Content and Strategy

  • Do you offer revisions?

    Yes, I offer revisions within the scope of the project. For social media strategies or content calendars, I allow up to two rounds of revisions to ensure you’re happy with the final result. Additional revisions may incur extra charges.

  • Can I request specific types of content?

    I do not currently offer content creation as part of my services, I focus on strategy, planning, and consulting. However, I can guide you on what types of content will work best for your brand and audience.

  • How do you stay updated on social media trends?

    I stay on top of trends by attending industry webinars, following key influencers, and testing new features on social platforms. I also keep a eye on a range of industry’s to ensure your content is always fresh and relevant.

  • How do you measure the success of my social media strategy?

    Success is measured through a combination of metrics, including engagement rates, follower growth, website traffic, and lead generation. I can provide reports to track progress and adjust the strategy as needed.

  • How do you handle feedback or changes after the project is completed?

    After a project is completed, I’m happy to discuss any feedback or adjustments. If additional work is required, I’ll create a plan and discuss pricing and timelines for any revisions.

Billing and Payment

  • What are your payment terms?

    I require a non-refundable 25% deposit before starting any project, with the remaining 75% due upon completion. I accept payments via bank transfer.

  • Do you offer retainers or ongoing packages?

    Yes, I offer ongoing packages that provide continuous support for your social media needs. Retainers are a great option for clients who want regular strategy updates or content calendar planning. These packages can be customised based on your business needs.

  • What is your policy on refunds?

    As a service-based business, I do not offer refunds once the work has begun. However, if you’re unsatisfied with the outcome, I’ll work with you to make necessary adjustments to ensure you’re happy with the final product.

  • Do you offer discounts for long-term contracts or multiple projects?

    Yes, I offer discounts for clients who sign long-term contracts or engage in multiple projects. Please contact me to discuss how I can tailor a package that fits your needs.

  • What happens if I miss a payment?

    If a payment is missed, I’ll send a reminder and request payment within 7 days. If payment is not received, I may pause the project until the outstanding balance is settled.

Additional Resources and Client Support

  • Do you provide training or resources for in-house teams?

    Not currently, but I am looking to offer training sessions to help your in-house team manage social media effectively in the future. I would provide resources, guides, and one-on-one training to ensure your team is empowered to implement strategies on their own. If this is something that you would be interested in, please reach out to discuss.

  • How do I contact you if I need urgent support?

    For urgent matters, you can reach me by email or phone. I aim to respond as quickly as possible, even outside of normal working hours when necessary.

  • Do you offer any ongoing support after a project is completed?

    Yes, I offer ongoing support through retainer packages or ad-hoc consulting. I’m here to help you adjust and evolve your strategy as your business grows.

Availability and Holidays

  • What are your working hours?

    As I am self-employed my hours can vary. However, my regular working hours are
    Wednesdays and Fridays, 8 AM to 5 PM.

  • How do you handle work during holidays?

    During holidays, I may have reduced availability. I’ll inform you in advance about any planned breaks and provide alternative contact methods for urgent issues.

  • How do you handle urgent requests during off-hours?

    If an urgent request comes in outside of my regular working hours, I will do my best to accommodate it. However, additional fees may apply occur.

Termination of Services

  • How do we end a project if needed?

    If you wish to end a project early, please let me know in writing. I’ll discuss the next steps, including any outstanding work or payments. If you’re on a retainer, I require 30 days' notice to terminate services.

  • What if I'm not satisfied with the work?

    If you’re not satisfied with the work, I’ll first seek to understand your concerns and make revisions as needed. My goal is to ensure that you’re happy with the final result, and I’ll work with you to make it right.