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Browse the Fuel ShopHow we work
Everything the kickoff call covers, written down
Open this in week one to know what you are signing up to, and in week six because you have forgotten how to ask for something. It does not change without us telling you.
The kickoff call
Eight things, one call
It happens once, at the start, and it is the call that decides whether the next ninety days are easy. Come with whoever makes the decisions.
Your brand
What it is, who it serves, and what it must never sound like.
Your voice
How you write, so everything we make afterwards sounds like you and not like us.
The plan
Which fuel plan you are on, what is in it, and what sits outside it.
Goals
What has to be true in ninety days for this to have been worth it.
Access
The accounts, domains and logins we need, and the ones we do not.
Communication
Where we talk, how fast we answer, and what counts as urgent.
Expectations
What we own, what you own, and what happens when something slips.
Roles
Who does what on our side and who decides on yours.
One platform
Everything happens here
The chat, the calls, the files, the calendar, the notes, the tasks and the work itself are all in one place, so nothing about your account lives somewhere only one person can reach. That is the whole point of it, and it is why we do not use these:
If somebody sends you a calendar invite or a document link from somewhere else, tell us. It means we have slipped.
Asking for work
Open a task, and we size it
A task is how you ask for anything: a page, a graphic, a campaign, a workflow, a video. We size it when it arrives, so you know what it costs and how long it takes before work starts.
| Size | Credits | Typical turnaround |
|---|---|---|
| Small | 100 | 1 to 2 business days |
| Medium | 250 | 5 to 7 business days |
| Large | 500 | 10 to 14 business days |
Your plan carries a number of support hours each month. Anything beyond them is quoted before it starts, never after. Raise one here.
Seeing where it is
You never have to ask how it is going
Everything we are doing for you is a task with a state, and you can open the list at any hour from anywhere. What is open, what is being worked on, what is finished, and what happens next.
Open
Asked for, sized, waiting its turn.
In progress
Somebody has it now, with their name on it.
Review
Ready for you to look at: approve it or ask for changes.
Done
Delivered, with what changed and where it lives.
Getting help
Who you talk to, and how fast
Chat with us any time and you get an answer in minutes. Your crew replies within an hour, Monday to Friday, 9 AM to 5 PM Central, and anything after hours is answered by 9 AM the next working day. Meetings run Monday to Thursday, 9:30 AM to 3 PM. Fridays are for process improvement and content creation: we finish and ship, and no meetings are booked. Everything happens in your Insert Fuel room, calls included, so nothing gets lost and the whole Fuel Crew can help.
Basim, your Coach
A direct chat, open at any time. He owns the relationship and the decisions.
Sadia, your Crew Lead
She can see everything on your account and answer for it, so nothing waits on one person being at a keyboard.
The 24/7 Help Desk
In the app around the clock, for anything at any hour. Guides for how do I questions are here too. Open it.
Your brand chat
Where your team and ours talk about the work. Everything said about your account is in it.
The rhythm
What is in the diary
Pit Stop Thursdays, 1 PM Central
The weekly call, open to everyone in the community, held in the Insert Fuel app. Bring the thing you are stuck on. Every one is recorded and the replay is in the app.
The kickoff, once
The eight things at the top of this page, in one call, before any work starts.