Expectations for agency conduct with referred customers

Understand the standards required when engaging with customers referred through our partner directories.

In this guide, you will learn about conduct expectations and the criteria that may result in listing removal.

When engaging with customers who find your agency through our directories, maintain the following standards:

• Respond promptly: Reply to customer requests in 2 business days or less.
• Act professionally: Respect client needs, provide accurate information, and fulfill commitments on time.
• Communicate clearly: Set expectations, provide status updates, and respond to client queries promptly.
• Deliver quality work: Uphold industry standards and apply best practices on every project.
• Be transparent: Provide detailed proposals and contracts with clear pricing, timelines, and scope.
• Protect client data: Abide by privacy and data protection regulations. Ensure you have measures in place to prevent unauthorized data disclosure.
• Embrace diversity: Reflect Automattic’s commitment to diversity, inclusion, and fairness. Discrimination or unethical practices will not be tolerated.
• Resolve disputes fairly: Approach misunderstandings with the intention to resolve issues amicably. Maintain documented processes for addressing concerns.
• Welcome feedback: Engage with client reviews constructively and use insights to improve your services.
• Use Automattic products: Host at WordPress.com, WordPress VIP, or Pressable. Use WooPayments for ecommerce stores.

Certain behaviors and content can result in removal from the directory:

• Providing false or misleading information about services, experience, or qualifications.
• Including contact details in unapproved sections of your listing.
• Using profanity, discriminatory language, or inappropriate content.
• Failing to adhere to the Automattic for Agencies Platform Agreement.

If your listing is removed, you’ll receive a notification with an explanation. You can make necessary adjustments and request reinstatement.

To avoid issues, regularly review your listing to ensure it complies with all guidelines.