Clients expect openness and to be dealt with fairly. It is not just about what we say we can do for them when winning work: making sure we do not over-promise. It is also about our fees and terms of engagement and doing our best to exceed our clients’ expectations.
In practice
Pitches
We are often asked about our CR credentials, especially our community investment, pro bono work, environment, diversity and supply chain policies and statistics. This review and our CR website will provide clients with consistent and reliable information to support our pitches.
Terms of engagement
We have developed a set of international terms of business. These underpin all our client contracts, and apply wherever in the world a client instructs us. At the same time, we are sensitive to the individual requirements of a client and will adapt our approach accordingly. Our policy is to ensure that all business is then conducted on the basis of these terms.
Fee deals
When it comes to pricing, we do not look at proposals in isolation, we think about them in the context of the client relationship. As the needs and preferences of our clients vary, we do not have a rigid fee structure. For example, in some cases we agree fixed hourly rates, in others we set a fixed fee for a particular piece of work. Other clients base part of the fee on "success". In each case, we aim to be flexible and agree terms that are transparent and meet our clients' needs.