Our Client Agreement: What We Promise & What We Expect
Every engagement is built on mutual respect, clear expectations, and shared commitments. Here is exactly what you can expect from me — and what I ask in return.
The best consulting relationships are built on clarity, not fine print. This page lays out the commitments that form the foundation of every engagement — mine and yours. Consider it our partnership agreement in plain language.
Mutual Commitments
Every engagement is a partnership. Both sides have responsibilities, and clarity from the start prevents misunderstanding later.
I commit to:
- Delivering the agreed scope of work on time and to the highest professional standard
- Communicating honestly, including bad news delivered promptly
- Treating your confidential information with the same care I would my own
- Recommending only what serves your best interests, even when it reduces my scope
- Being accessible and responsive throughout the engagement
I ask you to commit to:
- Providing timely access to the information, people, and resources needed to deliver results
- Making decisions in a reasonable timeframe so the engagement maintains momentum
- Communicating concerns early so we can address them before they become problems
- Honouring agreed payment terms as milestones are completed and accepted
- Respecting the confidentiality of my methodologies, tools, and proprietary frameworks
This mutual commitment is the foundation of every successful engagement. When both sides honour their responsibilities, the results speak for themselves.
Communication Standards
Clear, timely communication is the single most important factor in a successful consulting engagement. Here is exactly what you can expect.
Response Times
- Emails returned within 24 hours on business days (typically within 4–6 hours)
- Urgent matters acknowledged within 4 hours via text or phone
- Scheduled check-in calls or video meetings at agreed intervals
Meeting Cadence
- Project kickoff meeting to align on scope, timeline, and success criteria
- Weekly or bi-weekly progress check-ins depending on engagement intensity
- Milestone review meetings at each deliverable handoff
- Final presentation and debrief at engagement completion
Reporting
- Written progress updates before each check-in meeting
- Concise, action-oriented communication — no verbose status reports
- Clear flagging of risks, blockers, or decisions needed
Every engagement also includes a shared workspace (typically Notion or Google Drive) where deliverables, meeting notes, and action items are accessible to both parties at all times.
Deliverable Standards
Every deliverable I produce meets a consistent standard of quality, regardless of engagement size or budget.
Every deliverable will be:
- Evidence-based: Recommendations grounded in data, research, and proven frameworks
- Actionable: Specific enough to implement, with clear next steps and owners
- Well-structured: Organized for clarity and usability, not academic complexity
- On time: Delivered according to the agreed schedule, with advance notice if any timeline risk arises
- Reviewable: Presented in a format that allows for feedback and iteration before finalization
Revision policy:
- Each deliverable includes two rounds of revisions at no additional cost
- Additional revisions beyond two rounds are discussed and scoped if needed
- Minor adjustments and corrections are always accommodated at no charge
Quality is not negotiable. If a deliverable does not meet your expectations, I want to know and will make it right.
Confidentiality
Every engagement operates under a mutual non-disclosure agreement at no additional cost. I take confidentiality seriously — it is the foundation of the trust required for effective consulting.
What is protected:
- Financial data, projections, and performance metrics
- Strategic plans, business models, and proprietary processes
- Customer and client information
- Employee and organizational data
- Trade secrets and intellectual property
How it is protected:
- All digital files stored with enterprise-grade encryption
- Access limited to individuals directly involved in the engagement
- No client data used for other engagements or purposes
- Case studies and testimonials published only with explicit written approval
- Data returned or destroyed at engagement conclusion per your preference
For more detail on how I handle sensitive information, see our Ethical Standards.
Dispute Resolution
Despite best intentions, disagreements can arise. I commit to resolving them fairly, quickly, and without unnecessary legal involvement.
Resolution process:
- Direct conversation: Any concern is first addressed directly between us. Most issues are resolved at this level.
- Written summary: If the concern persists, both parties provide a written summary of their perspective within five business days.
- Mediation: If direct resolution fails, we agree to engage a mutually acceptable mediator before pursuing any legal remedy.
- Arbitration: As a final step, disputes are resolved through binding arbitration in Vancouver, BC, rather than court proceedings.
Governing law:
All agreements are governed by the laws of British Columbia, Canada. The parties attorn to the jurisdiction of British Columbia courts for any matters not resolved through the process above.
In over a decade of consulting, I have never had a dispute escalate beyond a direct conversation. I expect that track record to continue because I prioritize transparency and fairness in every interaction.
Termination Terms
Either party may terminate an engagement under these terms. I design my agreements to be as fair and low-risk as possible.
Termination by client:
- You may terminate at any time with 14 days written notice
- No termination penalties or early exit fees
- You pay only for work completed up to the termination date
- Unused retainer funds are refunded prorated within 15 business days
- All deliverables produced up to termination are yours to keep
Termination by consultant:
- I may terminate if there is a fundamental breakdown in the working relationship
- I may terminate if payment terms are not honoured after reasonable notice
- I may terminate if ethical boundaries are crossed or requested
- In all cases, I provide 14 days notice and work to ensure a smooth transition
Post-termination:
- All completed deliverables are transferred to you
- Confidentiality obligations survive termination indefinitely
- I am available for a transition handoff session at no additional charge
My goal is never to lock clients in. If the engagement is no longer serving you, I want you to leave feeling respected, not trapped.
Together, We Build Something Better
These terms are not designed to protect me from clients — they are designed to create a framework where both sides can do their best work. When commitments are clear, communication is open, and expectations are aligned, remarkable things happen.
If you have questions about any aspect of this agreement, I welcome the conversation. Transparency is not just a value I talk about — it is how I operate every day.
Book a free consultation to discuss how we can work together.
Ready to Work Together?
Let us start with a conversation. No commitment, no fine print — just a straightforward discussion about your business.