Report #4

Clients

We remained committed to our purpose to unlock the potential of the new economy through the types of clients and work we do to help them grow. We met our targets for impact level discounting, maintained a strong value for money and client satisfaction but dropped a little on revenue.

Rebecca Smallchua

December 18, 2023

December 18, 2023

Their team is not only intelligent and resourceful, but kind.

“Harvey is a great partner of ours, genuinely dedicated to propelling impactful companies. Their team is not only intelligent and resourceful, but kind. Their expertise has been invaluable as we navigate a range of growing pains.” - Pete Chappell, Digital Performance Manager, Merry People

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Wells and Merilyn - the dynamic duo behind Jasper Coffee, sustainability pioneers in specialty coffee. We’ve proudly worked with them for the past 2 years on customer research, driving e-commerce growth, brand strategy and end-to-end marketing.

Our clients who help move the needle on some of the pressing issues of our time through their work, either directly or indirectly. For clients scoring on impact we offer 30% and 50% discounts.

It works like this

May 2, 2023: The team, acing fake Hangman to ‘look like we’re in a meeting’

We have a framework based on the UN's 17 Sustainable Development Goals (SDGs) to help us to make informed and conscious decisions about who we work with. The output is an overall negative or positive score.

Step 1: UN SDG Rating

Prospective clients are assessed against the UN’s 17 SDGs as either destructive, negative, neutral or positive.

Step 2: Impact score calculated

Any ‘negative’ points must be balanced with positive points.  Any ‘destructive’ ratings disqualify them from working with us.

Step 3: Impact discount level

Based on the prospective client’s points score, we decide their discount rate: Good (0% discount), Great (30% discount), Amazing (50% discount)*

*In July 2023 (outside this reporting period) we did a review of our rates, with increasing inflation we’re feeling the cost pressure but wanted to be intentional about lifting our rates. So we reduced our standard rate by 15% and then reduced our discounts from 30% to 25% and 50% to 45%.

Our framework is subjective, which is why we’re constantly fine-tuning the way we come at it. We also acknowledge the issues with the UN’s SDGs –  some see them as perpetuating structural oppression at a global scale, and by others as not really shifting the dial on anything (all talk no action). We use them as a general guide to assessing our clients rather than cherry-picking good / bad things out of nowhere.

So, how did we do?

May 2, 2023: Bec passionately explaining her genius idea to Simon and Gill.

We adjusted our targets for 22/23 to align more with previous years and account for more time on the Great & Amazing impact clients. And it’s the closest we’ve gotten to our target - while doing 5% less good results in tighter margins, we can manage financially, it does mean we had a few months of very limited cash flow.

$212k discounts delivered 

That means 90% of our clients received significant discounts, coming in at $212k. Noting that we did less pro bono (100% free work) than in previous years.

How our clients feel about us

It’s important for us to know the impact we’re having on our client’s businesses and their work. If you’re interested, here's the survey. Here are a few things we learned from our last client survey (we had 20 responses across 7 brands).

Key metrics

Most clients have or say they would recommend us- our NPS (Net Promoter Score) sitting at 63.2 NPS (63% promoters, 37% neutral, 0% detractors).

100% of our clients told us we were good value, 12.5% of those said we could charge more, and 0% said that we charged too much. We love this feedback, and want to maintain this high value-for-money rating with our lean and nimble team and no-nonsense marketing approach.

Described as helpful, smart, patient, collaborative, strategic.

“Harvey are doing a great job at coming up to speed with our strategy and messaging in a really pragmatic way. It's been a pleasure working with you!” - Anna Boin, Product Manager, BZE

“Harvey is a team of exceptionally talented operators who deliver great results every time and are lovely to work with while they do it.” - Ben Jeffreys, CEO, ATEC

“As a profit for purpose Harvey understands our business model and our purpose. They also tailored their support and budget to where we are at in our journey, our financial capacity and our capability and capacity to implement change. That's really good.” - Paul McGill, CEO, OBG

Where we need to improve

Clearer communication and more proactive updates on progress to especially support people new to the industry. Read: sometimes we didn’t give enough detail in our plans or got a bit carried away with fluff, lingo and jargon - naughty us.

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Beyond thrilled with this client list

80% of revenue came from 7 clients

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All up, we worked with a balance of 17 returning and 17 new clients in FY 22-23.

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Rocking Merry People’s gumboots

23 were B Corps, NFPs or Diverse Ownership

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16% drop in revenue, $7k loss

We set the goal to maintain current revenue. Revenue was down 16% YoY. Becky was on maternity leave for 5 months, and part-time for the other 7, so this brought revenue down a lot, however, we also had a part-time person for a few months, so that lifted it back up. As a result, we made a $7k loss for the year.

New

Returning

22 Bricks
ABCH
ATEC
Abundant Water
Anantaya Jewellery
B Lab ANZ
BZE
Bank Australia
Client Fabric
Clockwork Films
Compass Studio
Cyclion
Dog & Bone
Evee
Gewürzhaus
Goodtel
Green Collar
Hagens Organics
Hey Doodle
Jasper Coffee
Jaunt
KOSI
KingPump
LVLY
Lumen
MIIROKO
MK Local Foods
Marnie Hawson
Merry People
No Lights No Lycra
North West Guadalcanal Association (NWGA)
OBG
One Small Step
Parliament of Victoria
Peninsula Hot Springs
Portable
Possible
Prisma Legal
ReCo
Shadowboxer
Strongim Bisnis
Studio Schools Australia
Thankyou
The Sociable Weaver
Time
WIRE
Whole Kids
iDE

B Corp

Not-for-profit

Diverse ownership

22 Bricks
ABCH
ATEC
Abundant Water
Anantaya Jewellery
B Lab ANZ
BZE
Bank Australia
Client Fabric
Clockwork Films
Compass Studio
Cyclion
Dog & Bone
Evee
Gewürzhaus
Goodtel
Green Collar
Hagens Organics
Hey Doodle
Jasper Coffee
Jaunt
KOSI
KingPump
LVLY
Lumen
MIIROKO
MK Local Foods
Marnie Hawson
Merry People
No Lights No Lycra
North West Guadalcanal Association (NWGA)
OBG
One Small Step
Parliament of Victoria
Peninsula Hot Springs
Portable
Possible
Prisma Legal
ReCo
Shadowboxer
Strongim Bisnis
Studio Schools Australia
Thankyou
The Sociable Weaver
Time
WIRE
Whole Kids
iDE

Project spotlights

We are proud of the breadth of services, strategic and executional support we provided to diverse range of impactful organisations.

Customer Research

Brand

Website

Marketing

Technology

Impact Strategy (TBP)

22 Bricks
ABCH
ATEC
Abundant Water
Anantaya Jewellery
B Lab ANZ
BZE
Bank Australia
Client Fabric
Clockwork Films
Compass Studio
Cyclion
Dog & Bone
Evee
Gewürzhaus
Goodtel
Green Collar
Hagens Organics
Hey Doodle
Jasper Coffee
Jaunt
KOSI
KingPump
LVLY
Lumen
MIIROKO
MK Local Foods
Marnie Hawson
Merry People
No Lights No Lycra
North West Guadalcanal Association (NWGA)
OBG
One Small Step
Parliament of Victoria
Peninsula Hot Springs
Portable
Possible
Prisma Legal
ReCo
Shadowboxer
Strongim Bisnis
Studio Schools Australia
Thankyou
The Sociable Weaver
Time
WIRE
Whole Kids
iDE

Targets

Results

Clients | Help conscious business grow

No destructive clients. Revenue breakdown: 15% Good, 60% Great, 25% Amazing (Here’s what the classifications mean)

🟢
  • No destructive clients.
  • Revenue breakdown: 10% Good, 66% Great, 25% Amazing

Client survey metrics

  • 3 /5 value for money
  • 8 / 10 likely to recommend
🟢
  • 3.4 / 5 value for money
  • 8.8 / 10 likely to recommend

Maintain current revenue

🟠
  • Revenue down 16% YoY

Team | Be the best versions of us

  • All staff spend 70%+ of their time on clients
🟢
  • Spent 71% of our time on clients (over by only 76 hours).
  • Regular, honest check-ins about how we feel
🟢
  • Stand ups, development sessions, watercooler chats, impact updates and more.
  • Targeted and clear personal growth, if we are better our clients will be
🟢
  • Lots of on-the-tools growth, structured learning through weekly Lunch ‘n Learns and Intro to Programming at RMIT.
  • Improve and increase capability across team
🟢
  • Elevated our tool nerd level. See here.
  • Expanding output skills: Market research, Web design, strategy & development, video editing, and automation strategy.
  • 9 day fortnights, with option for 4 day weeks
🟠
  • 40% work 9 day fortnights, 40% part-time hours, 20% standard working hours.

Community | Lift the communities we’re part of

  • Protest and boycott important issues (Australia Day, Melbourne Cup)
🟢
  • Buy with intention from local and discriminated groups
🟢
  • We continue to be intentional about our suppliers as outlined in our policy and report the details in the Community chapter of our report. We took it one step further this year with a public call to pledge to audit suppliers in this campaign www.supplier-impact.com
  • Invest $20k in impact businesses plus $20k of 100% pro bono time
🟠
  • We delivered some pro bono time but dropped the ball and had no official measurements in place. We also did not invest $20k in impact businesses because of the reduced revenue with Becky on maternity leave.
  • Sarah personally donated her photography equipment valued at around $7,500 to empower a content and brand producer in the Solomon Islands.
  • Have a RAP, engaged stakeholders and implemented more change
🔴
  • Due to competing priorities and limited time (no lack in desire) we de-prioritised our Reconciliation Action Plan as we want to do it meaningfully and have the capacity to follow through. However, we took a few first steps outlined here.

Environment | Crank up the action on climate and environment

  • Be climate positive at work and at home
🟠
  • We don’t track our CO2 emissions, rather we take a much more general and high emissions view. However, this year, we didn’t donate to the environment (see above) so we can’t say we countered our CO2.
  • Donate 5% to the environment
🔴
  • We fell short here, we didn't make the donation. More details here.
  • Re-use, recycle and manage dangerous waste
🟢
  • We continue to implement our hazardous waste policy and are on a continuous learning and improvement journey.
  • We repair damaged hardware and minimise purchasing of new equipment.
  • Personally we're all Facebook Marketplace fans.
  • Advocate for climate change / inspire sustainable living
🟢

Governance | Operate fairly and squarely as an impact business

  • Maintain current ownership and governance
🟢
  • Harvey is 100% owned by the Smallchua Family Trust and Rebecca Smallchua is our sole Director.
  • Share templates, documents, insight into business for good
🟠
  • We haven’t actively done this publicly, but when people have asked, we have shared. And we’re sharing a series of things as part of this impact report.
  • Re-use, recycle and manage dangerous waste
🟢
  • We continue to implement our hazardous waste policy and are on a continuous learning and improvement journey.
  • We repair damaged hardware and minimise purchasing of new equipment.
  • Personally we're all Facebook Marketplace fans.
  • Maintain B Corp score from 134.1 with workers included
🟢
  • We applied for our B Corp re-certification at the end of this financial year and are pleased to report we achieved the same score (to the decimal point). Wild!
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