The customer journey is a file trail, not a funnel.

This page describes how you actually interact with the practice: who writes first, what we need, how decisions are taken, and where the work stops. Read it before sending a briefing so expectations match the mandate.

Dossier 05
Engagement

Briefing note

You send activity, deadline, supervisor or bank in the picture, and the documents you already hold. Use the form or [email protected]. A conflict and fit screen follows. If the matter is a poor fit, you get a short decline rather than a stretched proposal.

Intake call or meeting

A working session in Chișinău or by video. We ask operational questions, not branding questions. You leave with a document request list. No obligation to proceed.

Obligation map

Before commercial lock, a short map of sources, owners and obvious gaps. This is the shared picture. If the map shows the issue is purely legal advocacy, we say so and stop.

Scope lock

Written proposal: deliverables, exclusions, timeline, fee basis, data-handling, and who signs. Commercial framing is on terms of work. Work starts when both sides accept that paper.

Production

Interviews, drafts, comment rounds. You name a single client owner. We do not run silent edits across five departments. Open questions are logged, not buried in track changes.

Rehearsal and close-out

A walk-through against a sample file or inspection index. Residual risks are written down. The mandate ends with a close-out note: what was delivered, what remains yours to operate, and any follow-on that would be a new scope.

What you must supply

Current policies if they exist, licence or permit text, organisational chart, system list, a sample of real (redacted) files, and access to the people who run onboarding, finance, HR or IT — depending on the mandate.

What we will not do in the journey

No surprise retainers, no undisclosed subcontracting of your file, no separate “ads landing” story that differs from this site, and no instruction to staff that contradicts the written control.