Steady Studio

BACKGROUND

Introduce your business and what you do there.

I’m the COO of Inspired Cannabis, a company that owns a chain of retail recreational cannabis stores across Canada. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Steady Studio?

We wanted Steady Studio to develop our brand and branding assets. 

SOLUTION

What was the scope of their involvement?

We initially went through a branding exercise with Steady Studio. We held interviews and meetings with the team to help us figure out what our brand truly was. The team also helped us create our mission and vision statement — the words we should live by. They also built assets for us, including things we could print on banners and pictures we could print on walls. Our organization already had a logo but it didn’t look like our brand, so they also redesigned it. Their resources also determined the right color palette and font for us. 

At present, we essentially have Steady Studio on retainer; we pay them hourly. When things come up or if we need to design something, they work on it. 

What is the team composition?

We work with Ryan (Founder & Creative Director) and Rachel (Director). 

How did you come to work with Steady Studio?

They were referred to us by our signage broker who had worked with them on other projects. We also interviewed three branding companies to help us develop our brand, and Steady Studio’s overall package in terms of cost and services was the best. Specifically, their pricing was highly competitive. As we went through the interview process, their team seemed easy to work with and flexible. Because of these things, we hired them. 

What is the status of this engagement?

We started working with them in April 2021, and the engagement is ongoing. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

The feedback for our branding has been great. Our entire management team loves our brand presentation, mission and vision statement, and everything else. Our customers also love the look of our stores. 

How did Steady Studio perform from a project management standpoint?

Steady Studio’s project management is great, and we had no complaints at all — they did a fantastic job. Our CEO, president, and I sometimes have differing opinions. Fortunately, the team is great at keeping us focused on accomplishing the job. 

Moreover, when we give them feedback or ask them to change their output, they have no problem with it. They ask us exactly what we feel, and then we tell them what the product should look like. From there, they pivot and pursue a different direction, inquiring about what we like to see more and what we like to see less. 

Our communications are also flexible. We use email, phone, Zoom, and WhatsApp, and our team is essentially connected to them 24/7. Steady Studio is super responsive, and they’re completely fine with us having access to their WhatsApp number. On top of that, they don’t keep us within structured meetings or penny-pinch us through billable hours. Overall, the team is open to all types of communication.

What did you find most impressive about them?

Steady Studio’s pricing is competitive; we get good value for our dollar. Apart from that, Ryan and Rachel are easy to work with and good at gathering feedback. They can pull information out of us by asking us questions and doing interviews — they’re great communicators. Simply put, they’re genuinely nice people, and we’ve been happy with what we’ve accomplished with them. 

Are there any areas they could improve?

No, there aren’t any. We’re happy with how the partnership has gone.

Do you have any advice for potential customers?

If you’re not a designer, it can be difficult to describe what you want. To work around that, find some examples similar to what you’re looking for; come with examples and ideas. These things can be pictures or designs from other brands that are similar to your goal. 

On top of that, be completely honest. When I don’t like their output, I tell them that and they ask me the reason. In other words, being honest with your feedback won’t hurt their feelings. Overall, they’re great people, and working with them is easy. 

BACKGROUND

Introduce your business and what you do there.

I’m the owner and director of QEAN Travel, a full-service agency. We handle corporate and leisure groups and other kinds of travel groups. I've been in the business for over 27 years, and my company has been around for over two years.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Steady Studio?

I hired Steady Studio to create my branding and website.

SOLUTION

What was the scope of their involvement?

When I met Ryan (Founder & Creative Director) and Rachel (Director), I wasn’t very sure how I would proceed with my brand. As a result, they scheduled preliminary meetings in order to get to know me and my brand. By doing that, they found out what I was looking for and what I wanted my brand to be. They then came up with 4–6 branding options.

After that, they started with our brand naming process. Following that, they developed and designed my website and helped me reach out to many people on social media. Furthermore, they connected me to people who could help me with my LinkedIn marketing needs. They also managed the SEO efforts on my website so that my site would come up on top of Google Search. Moreover, they helped in creating a PowerPoint presentation for a client.

I recently rehired the team to expand my website, and they’ve given me many ideas on how to improve my platform. Additionally, they’re helping me with marketing.

What is the team composition?

I only work with Ryan and Rachel.

How did you come to work with Steady Studio?

Steady Studio came highly recommended by one of my colleagues because the team created their website. I looked at a few of their competitors and one thing that struck me the most was their personable approach; they tried to develop a personal relationship with us before they worked on our project. On top of that, even though my colleague and I were in the same industry, Steady Studio came up with a different concept for my website.

How much have you invested with them?

We’ve spent $5,000 CAD (approximately $3,900 USD) for the first project. This time around we’ll spend almost $9,000 CAD (approximately $7,100 USD).

What is the status of this engagement?

We began working together in July 2019, and we continue to collaborate.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

I’m very difficult to please because I have very high standards, but Steady Studio has been able to nail what I’m looking for. My customers have also told me that my website is classy and elegant, and other people have contacted me to tell me how amazing my website is. I’ve never had success in marketing my company online because my sales have always come through referrals, but Steady Studio has been able to change that.

Furthermore, they've given me a complete package, and they’re very helpful for entrepreneurs like me who are just starting out and building my company. Overall, they’ve been amazing to work with so I’ve referred them to many other people.

How did Steady Studio perform from a project management standpoint?

They’ve been with us every step of the way, and they consider our suggestions. They also create a clear plan on how they’re going to achieve our milestones. So far, they’ve met all of our deadlines, and they’ve given us the opportunity to request as many amendments as possible. In connection with that, we appreciate that they’re very patient with us — they’re never annoyed or upset with our requests. We use Basecamp as our project management tool, and we use that to communicate with them.

What did you find most impressive about them?

I really like Steady Studio’s professionalism. They also care about our success, and they really work hard to achieve our goals. With that approach, they can never go wrong. Personally, I have full faith in their abilities, and I’m extremely happy with their work.

Are there any areas they could improve?

No, I can’t think of anything they can improve. They love what they do and it shows in their final products.

Do you have any advice for potential customers?

When you meet Steady Studio, open up and tell them what you’re looking for. If you do, they’ll put that vision into reality for you.

BACKGROUND

Please describe your company and your position there.

I am the founder of Two Wheel Gear, a lifestyle brand specializing in bags for bike commuters.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Steady Studio?

We hired Steady Studio to complete a website makeover and update our branding and overall digital brand identity.

SOLUTION

How did you select this vendor and what were the deciding factors?

I had looked for awhile for a branding/web design company to elevate our shopify store with custom coding ability. Ryan actual reached out to me on LinkedIn. I tytpically never talk to cold callers but I liked Ryan's approach and his resume fit the needs we were looking for. After an intro call and some back and forth on the project, I really liked Ryan's vibe and he did a custom proposal that matched with our project needs after I expressed some concern with parts of the initial proposal.

Describe the project in detail and walk through the stages of the project.

We did several intro walk through meetings and a shortened brand identity exercise (at my request). We provided data on our website, users and top products. Steady Studio came back with some mood board options for us to consider as we shaped a new brand identity. Then they created some wireframes of new pages we wanted to launch on the website.

Then they created some custom graphics related to the mood boards and wire frames they created. We then began going through the hit list of web pages and graphics that we needed and they began to implement and create the pages. We then launched the new website (phase 1) and are diligently working through expanding the overall content and design to match the core pages we launched in phase 1.

How many resources from the vendor's team worked with you, and what were their positions?

In total, we work with 2 people at Steady Studio. Ryan and Rachel. They are the owners and the doers. No middle man and no details are lost in translation on them. They are very responsive and understand the vision we are trying to achieve.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The new website has only been live for a week or two and is still a work in progress. We can report that we have seen a slight improvement in sales thus far but also have received great feedback from everyone that has checked out the new site. We are confident the new branding and website is a much more professional look and experience for our customers.

How effective was the workflow between your team and theirs?

Extremely effective working with Steady Studio. Things get added to the list and get checked off the list the next week. They are diligent, hard working folks.

What did you find most impressive or unique about this company?

They are excellent with branding, graphics, copy and messaging. I like the words they carefully select and they borrow from our existing content and messaging so our brand feels like an elevated version and not a totally new brand.

Are there any areas for improvement or something they could have done differently?

They maybe could use a little help on the web dev (coding side) of their team but we have been able to find suitable solutions to work through any challenges.

BACKGROUND

Please describe your company and your position there.

I'm the founder of a gift studio. We specialize in custom gifts thoughtfully sourced from Canadian artisans and small businesses.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Steady Studio?

Steady Studio has created gorgeous printed materials for us on an ongoing basis, from client thank you cards, to gift tags and fresh sheets. They're a natural fit for our current project, creating branded cardboard mailers and an exquisite holiday lookbook for our corporate clients. As a custom gift company, we trust Steady to help us build brand trust and educate our corporate clients on how simple and rewarding process of giving with From:Us.

SOLUTION

How did you select this vendor?

Steady Studio was recommended to us by several trusted professional contacts.

Describe the scope of their work in detail.

It was very clear in our initial discovery meeting that Steady genuinely cared about our brand, listened attentively to what we required and brought original and creative ideas to the table. They researched what others in our industry were doing and how we could distinguish ourselves. They promptly respond to questions and kept the project running on time (including me!).

What was the team composition?

I've worked closed with the directors of Steady Studio.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The product lookbook they developed for us is helping to establish a trusting relationship with our corporate clients, educate them on our process which is saving us significantly more time as they're better prepared at the time of commitment.

How effective was the workflow between your team and theirs?

During our discovery meeting, we discussed which communication channels were best for me. They're always prompt, respond to questions quickly and inform me in advance if there are any changes to the project schedule.

What did you find most impressive about this company?

Steady Studio is genuinely passionate about their craft and invested in the success of their clients.

Is there any area for improvement or anything that could have been done differently?

Nothing

BACKGROUND

Introduce your business and what you do there.

I’m the founder and team leader of a residential real estate group operating in Vancouver. We’re a team of five real estate professionals.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Steady Studio?

I hired Steady Studio for a rebranding project after splitting with my previous business partner. Basically, I went through a work divorce. At that time, we decided that neither that business partner nor I would retain the brand, so we dissolved it. We then independently created our own new brands. To do that, I hired Steady Studio.

SOLUTION

What was the scope of their involvement?

I embarked with Steady Studio on a design process where they first worked to understand our business model in the discovery phase. Then, they utilized the information they gathered to define who we were. From there, they built the brand. Our logo and print media were all custom-designed. 

Since I wasn’t new in the business — I was only taking a platform that was already working well and giving it a new face — I didn’t require their marketing services. I already knew what I wanted to create, such as business cards, folders, magazines, and portfolio pieces, and the Steady Studio team helped me design those things. 

I’d also gone to them to create Christmas cards or seasonal advertisement designs for billboards. They’d helped me create new materials that could help my business as it evolved. However, I didn’t pay them for any ongoing marketing tasks. 

What is the team composition?

We worked with two people. Ryan (Founder & Creative Director) was in charge of defining my brand, slogan, and style. Meanwhile, Rachel (Director) was the technical person who created all the actual files and the logo itself. 

How did you come to work with Steady Studio?

One of my previous clients was a designer, but she couldn’t work with me because she was working with my ex-business partner. As a result, she recommended Steady Studio to me. When I met them, they were super keen to do the project. On top of that, they were fairly priced. 

Moreover, they guaranteed to complete the deliverables on time. This was important to me because I couldn’t afford any downtime between having a brand and no brand. Knowing that, Steady Studio jumped right in and gave me their full care and attention, so I chose them.

How much have you invested with them?

We spent between $7,000–$10,000.

What is the status of this engagement?

The project lasted from August–December 2019. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

For success metrics, I needed Steady Studio to create a brand that would mirror the services that we provided. In the end, they gave us a truly strong digital presence. Customers could refer us to people, who would then look into the website before making the first contact. Those people saw that we were professional and had a strong market presence. In other words, the team did a good job. 

Moreover, they helped us balance our professional and human side — we weren’t just salespeople; we were also nice people. I couldn’t quantify their impact on our business, but their intangible contribution created a strong brand for us. Other realtors used templated branding with the same colors and design. However, we wanted something different, and Steady Studio gave that to us. It looked like we’re our own company leaving our own mark in the industry. 

How did Steady Studio perform from a project management standpoint?

Steady Studio’s team members were truly professional. They were talented but also down-to-earth. With an A-type personality, I quickly knew what I liked and disliked. As a result, people sometimes found it hard to work with me. However, Steady Studio was good at listening. They weren’t sensitive, and they quickly understood what I was looking for, creating 3–4 design options. Overall, their resources were truly responsible, creative, and efficient; they delivered on their word. 

To communicate, we frequently met in person, which I liked. They always offered me to have coffee and review their work, sharing with me their progress update. We’d create a timeline of deliverables, and they’d show me concepts at each step. Once I chose a concept, they’d move forward with the next item. After that, we’d meet again and they’d give me the deliverables. Meanwhile, we also used emails for efficiency. This happened before the COVID-19 pandemic, so Zoom meetings weren’t relevant at that time. 

What did you find most impressive about them?

The best part of working with them was their ability to understand our business and create a product that aligned with our values. Throughout the project, they met my expectations. 

Are there any areas they could improve?

No, there weren’t any. They were good, and we experienced no hiccups in the project. 

Do you have any advice for potential customers?

Take your time to understand your business and the direction you want to go before meeting with Steady Studio. The better you understand yourself and your organization, the better you can communicate that to them; they’ll do a good job. Self-discovery should come first, because if you don’t know who you are, then it’ll be hard for them to figure that out. 

BACKGROUND

Introduce your business and what you do there.

I’m the founder of a leadership development agency.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Steady Studio?

We wanted to create brand awareness and be more accessible to people. We needed to bring our brand to life and make it tangible.

SOLUTION

What was the scope of their involvement?

We went through a four-hour-long discovery session with Steady Studio, and after that, they took our brand concept and made it real. They helped enhance our existing logo and came up with a color palette with different mood board examples. Additionally, they helped us articulate and refine our business’s values, purpose, vision, and mission statement of our business.

Steady Studio also recreated our website, created social media and newsletter templates, badges, and email signatures for us.

What is the team composition?

We worked with Ryan (Founder) and Rachel (Director) along the process.

How did you come to work with Steady Studio?

I was looking around for a website developer, and I had a conversation with Ryan about it. After talking to him and learning more about his work, I felt heard, understood, and they seemed interested in what I was doing — that’s what made the difference for me to hire them.

How much have you invested with them?

We invested around $6,000 with them.

What is the status of this engagement?

We worked together from December 2020–March 2021.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They were able to bring my brand to life through their sincerity, curiosity, and creativity. I was able to articulate the dreams and directions I had for our business. I felt completely heard and understood, and it felt like a genuine partnership.

People have been reaching out to me saying that I embody my business and what I’m doing, so I can say that my brand and website are attracting client’s professional interest, which wouldn’t have happened without Steady Studio.

How did Steady Studio perform from a project management standpoint?

We used Zoom and Google Drive throughout the process. We had a call rhythm set up in the calendar where we touched base, answered questions, and gave updates almost every Monday.

What did you find most impressive about them?

They’re active listeners; whenever we gave them any feedback and suggestions, they’d come back with something showing what we asked for and adding their creative spin to it. It was a fun and collaborative experience with them.

Are there any areas they could improve?

I don’t think there’s anything they can improve on.

Any advice for potential customers?

Do value work on your own before engaging with them. Steady Studio can make your dream come true regarding your branding expectations if you have a solid concept and thought of what you want. I encourage people to work with them because they can create a brand based on the company’s growth trajectory — that’s unique.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of Anora Cremation, Burial & Events, a full funeral provider. Unlike other funeral chapels, we use different event spaces throughout the city. That way, our customers have the flexibility to use spaces that are unique and reflective of the individual they’re celebrating.

On top of that, we’re able to provide more options when it comes to the family’s budget. Sometimes we use a church, and other times we use a pub.

We also support local artisans who make urns and carpenters making caskets by featuring their products.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Steady Studio?

We are a new funeral provider and needed to create a brand that told our story properly. We also needed to educate customers about the services we provide. Since people don’t deal with death every day, they’re not aware of their options.

SOLUTION

What was the scope of their involvement?

They did my branding. Funeral services are difficult to market because people don’t want to talk about death. Steady Studio wrote our brand book, created catalogs, developed price lists, designed ads, and created our logos and letterhead.

What is the team composition?

I work with three people.

How did you come to work with Steady Studio?

I met them through a business network. Although I’m not a part of the network, I know people who are. Unlike other branding companies, Steady Studio was able to tell the story that I want to convey. Other companies I spoke to didn’t grasp my business concept and it was frustrating. Steady Studio got on board and was excited about it.

How much have you invested with them?

We’ve spent $6,000.

What is the status of this engagement?

We started working together in December 2020 and our partnership is ongoing.  

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They’ve done a good job, but it’s too early to measure their impact. I just printed the materials that Steady Studio developed and am building a new website. I’m very pleased with their work. Everything is super slick.

How did Steady Studio perform from a project management standpoint?

Project management is awesome. They’re always swift to reply. They use Basecamp, which I like. Our communication has been great — it’s super organized and easy to follow.

What did you find most impressive about them?

They do the work themselves. They’re not farming out their work to less experienced people.

Are there any areas they could improve?

It took a little longer than we would have liked. Sometimes they were waiting for things from me, but the writer also went on Christmas vacation.  Overall, though, I’m happy with their work.

Do you have any advice for potential customers?

Once you call them, you’re in good hands. They take the time for a discovery meeting to do a deep dive into your business.

BACKGROUND

Please describe your company and your position there.

I am a small business owner / operator of SOS My Space, offering home organizing services, which also includes energetic space clearing and move management. I've been in business since 2017.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Steady Studio, and what were your goals?

After having been in business since January 2017, I felt it was time to explore a brand refresh and build up a brand new website. I approached Steady Studio to help create a new look for the company which reflects our evolution and to attract our ideal clients. With this brand refresh came new assets such as business cards, rack cards and Thank You cards.

SOLUTION

How did you select this vendor?

I met with Steady Studio and one other web & graphic designer. Both proposals came in at comparable price points and I ultimately chose Steady because I felt so at ease with them. With them, I felt heard and understood. Their warm and creative personalities, and breadth of experience won me over.

Describe the scope of their work in detail, including any steps and the final deliverables.

Steady Studio started with a brand discovery meeting. In detail, they sought to learn about my company's background, who our ideal clients are, how we want to "show up" in the world. Next came the mood board, typography selection process and presentation of wireframe mockups. They were incredibly open to all of my feedback and worked hard to bring my vision to life. The final deliverables included a brand guideline booklet, new website, social media brand assets, print assets and email signatures.

How many people from the vendor's team worked with you, and what were their positions?

Both Ryan Lawrie and Rachael Lambert worked with me on this project.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Steady Studio built me a website that attracts my ideal clients and filters out the ones I wouldn't necessarily want to work with! I don't know how they did this, but they did! I am on track to double my revenue this year as a result of the magnetic power of the brand. I've had a a lot of people comment on the website and ask to be introduced to Steady Studio.

Describe their project management style, including communication tools and timeliness.

Our initial meeting was in person and subsequent meetings were held over Zoom. Steady Studio uses Basecamp to hold all correspondence and share progress updates. This has been a great system for me, as I know there is one place for me to go to retrieve my brand assets.

What did you find most impressive or unique about this company?

Ryan & Rachael's life & business partnership wins me over every single time I'm around them. Their quirkiness, creativity, and warm professionalism are what kept us coming back and raving about them.

Are there any areas for improvement or something they could have done differently?

The world locked down and my business came to a halt for 2 months AFTER we started the project. Steady Studio was so accommodating and understanding when I had to pause my instalments. As far as I'm concerned, they are heroes.

BACKGROUND

Introduce your business and what you do there.

I’m the general manager of RIGGIT Services. We provide rigging, lighting, and labor services for the live events industry.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Steady Studio?

We needed help with our logo and branding.

SOLUTION

What was the scope of their involvement?

Steady Studio fulfills a variety of our design needs. We typically start each project with a quick discussion about the project. They then outline the steps they need to take to complete the task within our budget. Afterward, they present their proposal for us to approve. Once everything is finalized, the Steady Studio team starts the actual creation process.

The first thing they worked on was our logo. Eventually, the Steady Studio team designed various branding materials for us. They continue to help with our branding needs. Whenever we need any changes with our look, we immediately go to the team.

Recently, the Steady Studio team helped us revamp our site. We had some downtime during the COVID-19 pandemic, so we reviewed our mission, vision, and values. Afterward, we decided we needed a new, fresh look and feel. They then proceeded to redesign our site. We provided the copy while the design team produced some graphics and images to go with it. Furthermore, we also decided to start selling safety gear, so they added e-commerce functionality to the site.

What is the team composition?

I work with Ryan (Founder & Creative Director) and Rachael (Director).

How did you come to work with Steady Studio?

They were already working with our company when I got here. We’ve been working with Ryan before he even founded Steady Studio.

How much have you invested with them?

We’ve spent more than $10,000.

What is the status of this engagement?

We started working together in January 2000, and it’s ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Ever since we started working with Steady Studio, we’ve had nothing but positive feedback on our look. We’ve also had great success with e-commerce, and they’ve been a crucial part of that achievement. Overall, Steady Studio is an excellent partner who has our best interests at heart, and we appreciate that.

How did Steady Studio perform from a project management standpoint?

They’re very responsive. We usually communicate through phone calls and email.

What did you find most impressive about them?

We’ve developed a certain level of trust during our time together. The Steady Studio team is also very communicative and transparent — we never have to chase them for information. In fact, they have to chase us sometimes. 

Are there any areas they could improve?

They could be more proactive.

Do you have any advice for potential customers?

Give them all the information they need.

BACKGROUND

Introduce your business and what you do there.

I’m the owner and founder of a general contracting firm that does residential renovations and commercial tenant improvements.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Steady Studio?

My partner and I decided that our branding didn’t have any validity. We wanted to brand in the proper way.

SOLUTION

What was the scope of their involvement?

Steady Studio helped us establish our new brand. They were incredibly thorough; we sat down three times to go over our mood board and coloring. The team also did an interview with me to understand me and who I’m trying to market to.

As far as deliverables go, they do branding for our website, apparel, sales vehicle, and textured business cards.

What is the team composition?

We worked with Ryan (Founder) and Rachel (Partner).

How did you come to work with Steady Studio?

I met Ryan at a BNI (Business Network International) meeting that he was the president for. He always stood out in terms of character and values. Once we actually sat down, I learned that he was a really good, quality person.

How much have you invested with them?

We’ve spent around $8,000.

What is the status of this engagement?

We started working together in November 2019, and our work is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We recently started handing out pamphlets and flyers when we’re doing apartment renovations. Just today, we had someone sprint back to us and tell us that we had some of the nicest business cards they’ve ever seen. Those business cards are definitely a point of pride for us. We have a wood grain on one side and a soft satin touch on the other; as soon as people touch them, they’re blown away by it.

How did Steady Studio perform from a project management standpoint?

They communicate well. I’m always trying to surround myself with people that are real, honest people. Ryan and Rachel both fit that profile, and they’re fantastic.

What did you find most impressive about them?

Their combination of who they are as individuals, quality of work, and how much they actually care about the client’s results really stand out.

Are there any areas they could improve?

People take might take advantage of them every once in a while, from people that recognize that they do care. They’re willing to go the extra mile more than once to make sure that clients are happy. I hope that they can recognize when people are taking advantage of them and tell them to “bugger off” when appropriate.