Contact me
Tell me what the problem is, or the opportunity. If I am not the right person for it, I will say so. If I am, I will probably get more excited about it than is strictly professional.
Send me a message
Sent. Thank you. It is on its way to me in Hobart, and nobody else reads it. I reply in person, after I have read it properly, which sometimes means twice.
What happens next
Four steps. You take the first one. I take the next two, and we share the last.
You write
Tell me what is going wrong, or what you would like to be possible, in your own words. "The numbers went strange on Tuesday" is a perfectly good start.
I read it myself
Your message comes to me, and nobody else reads it. There is no account manager between you and the work, only a desk in Hobart and a cup of tea going cold.
I reply in person
I tell you honestly whether I can help. If I am not the right person for it, I will say so. A short, honest no beats a long, expensive maybe.
We talk, if it fits
A call to work out what the job actually is. I do not usually bill for these. Before I quote, I ask for access and look, because without it I am only guessing, and a confident guess is still a guess.
What helps me help you
What is going wrong
The problem as you see it, and what it stops you, or the people you serve, from doing. If it is an opportunity, not a problem, that counts too.
Which platforms
The site, the store, the analytics, the CRM, and who looks after each one. "Nobody, as far as we know" is a real answer, and a common one.
Any deadline
A launch, a sale, an audit or a contract renewal that sets the timing. Regulators rarely move a date because we asked nicely.
Advice, or build
Whether you want the approach worked out, the thing built, or both. Not knowing yet is also allowed. Working that out is part of the job.
Questions
Booking, hours, emergencies and accounts. The four things people ask before they ask the real question.
Can I book a call from outside Australia?
Yes. Pick your region and choose Google Meet or Zoom. If you would rather talk by phone, calls outside Australia and New Zealand run over WhatsApp, so include your number with its country code (+44, +64 and so on).
When are you available?
I work ten days on and four days off: Monday to the following Wednesday, then offline from Thursday to Sunday. On working days I take meetings from about 11:30 am to late evening, Hobart time, with a break for dinner. The availability page shows the days and hours as they stand.
Why can't I book a morning call?
I'm a night owl, and I need my beauty sleep. Without it, my public liability waiver would need another page. So I generally don't take calls before midday, Hobart time, though that can change. The availability page shows what is open. If you need an earlier time, send me a message and we can plan one in advance. Nobody deserves a surprise meeting with Jimmy before his first tea.
How does emergency support work?
The emergency support form escalates a critical issue, such as a site or app outage or a security or data breach, for clients with an active Master Service Agreement. I am notified at once; if I have not acknowledged it within five minutes it goes to a colleague in Australia. After hours it is actioned only where your agreement includes extended support. It is not for booking urgent calls. The terms set out the rest.
I am a client. How do I manage my account?
Through the NEOBADGER portal: your hours, quotes and shared documents. If you have an agreement but no access yet, request it here with the email address you receive NEOBADGER correspondence on.