Frequently Asked Questions
Some of the more commonly asked questions are listed below. If you can't find the answer you need, feel free to message me.
Guarantee & Reliability
If the Word templates I designed for you no longer work correctly then I’ll fix them for you at my own time and expense.
If you or your team modifies a template and then it breaks, that’s out of my control and is not something the guarantee covers. (You did save the original templates in a safe place, yes?)
However, if one of your team does break the template, then send me a video showing what’s gone wrong and the template and I’m always happy to help diagnose issues and make quick fixes (often at no charge).
You get the same guarantee.
One of the things many folk don’t realise is Word’s core design principles haven’t changed in over 30 years.
Yes, they’ve added a tonne of other functionality since then, but design-wise nothing’s changed.
(The last major shift was in 2007 when Microsoft released the ‘new’ xml-based system to replace their old and outdated legacy system. (You may recall the old legacy system used the .doc suffix, whereas the new xml system uses .docx).
So, with that in mind, if Microsoft ever makes a breaking change, I’ll update your templates at no charge. (FYI: It took me about 10 minutes to update each of my old .doc templates to the new .docx. No longer than that.))
No. It’s lifetime.
As long as your business exists and you’re using the templates I created, the guarantee stands.
Because most people don’t truly understand how Word works. They fight against it rather than working with it. When you know Word’s rules and follow them, templates become incredibly stable and reliable.
I aim to respond within 24 hours (during business hours and often much faster); however, life does sometimes get in the way.
For critical issues, I prioritize them immediately. Note: In over 25 years of working in a business capacity, I’ve never missed a deadline and have never left a client hanging.
I back-up everything, as I hope you do. However, accidents do happen, hard drives stop working, back-up plans go awry…
As such, I’d recommend you store the templates and video training in at least 2 separate places. That way, you have some redundancy.
If you do lose the templates, then contact me. If I still have a copy then you can have it (with my blessing).
Project Process & Delivery
Every project starts with a short discovery call to understand what you want to achieve and any problems you’re having with your current templates (or if you don’t have any yet, what templates you need. For a rough idea, check out my Business Templates Pack.
Once we’re clear on what’s needed, I’ll review everything and then send you a proposal outlining the work, costs, and timeline.
When approved and payment is received*, I’ll begin designing your templates, send previews for feedback, and once finalised, provide documentation, training videos, and ongoing support.
*I require full payment for projects $3,000 or under, and 50% for all others. With the remainder on final delivery.
It depends on the size and complexity of the project but I can provide a rough estimate during our discovery call.
With Word, getting the initial design correct is paramount (I can’t emphasise this enough) and that depends on how complex the template is.
For example, when the Italian Ice Sports Federation hired me to help redesign and improve their Word (and PowerPoint) templates, I was able to amalgamate their existing 7 Word templates into 1.
That’s a great question, but here’s the thing…
…I can almost guarantee (99%+) that the reason for your Word problems are because of the current state of your template(s). (In Word, the setup/design is critical.)
And the way Word works, and the ease at which it lets you import ‘garbage’, actually means that we’re probably better off starting from scratch.
Look at it this way…
If we spend 1-2 days cleaning out your existing template and building on top of that and then something goes wrong (like the document corrupts), fault-finding and correcting it is rarely easy.
In contrast, if we start with a clean slate and I build based on what I know for certain works and then something goes wrong (which rarely happens), then it’s easy to backtrack and undo.
Absolutely. In fact, the best projects are always where the client is specific about what they need and can provide all the necessary assets, such as colours, fonts, logos, etc.
Of course. I often collaborate directly with in-house designers, developers, and brand managers to ensure templates integrate smoothly with your systems and brand standards.
Yes. I routinely work under NDA and treat all client materials with the strictest confidentiality.
3. Pricing & Value
I don’t, no. Every business—and every set of templates—is different.
Before I can quote accurately, I need to understand what you’re trying to achieve and how your team uses Word
It depends on the scope. Smaller, well-defined projects (for example, redesigning a single report or letterhead template) are usually fixed price. Larger or evolving projects—especially where we’re iterating together—tend to be hourly.
During our discovery call, I’ll recommend whichever option gives you the best value and control. Either way, you’ll always know exactly what’s included and when to expect delivery.
I work with clients all over the world, so I try to keep things simple. I accept bank transfers, Veem, Payoneer, PayPal, and Wise (formerly TransferWise).
For projects under $3,000 payment is required upfront and in full. Projects over $3,000) require 50% to begin and the balance on completion, after everything’s tested, documented, and approved.
Yes. If we’re designing templates for several departments or business units, I’ll create a bundled package to save you money. It’s more efficient for both of us because I can standardise and reuse components, ensuring everything aligns perfectly with your brand while keeping the total cost down.
Because it pays for itself—many times over.
Take Impact International, for example. They originally had 12 different Word templates: A4 portrait and landscape; letter-sized, portrait and landscape; and 3 colour variations for each one.
Not only that, but each one was slightly different, very hard to use, and prone to breaking. I consolidated those into just four templates that worked perfectly across all their offices.
As Hannah wrote in her testimonial:
“Russ has been a pleasure to work with, he is extremely knowledgeable and has taught me a lot during our time working together. His communication is excellent, I really appreciated the walk though videos – it made a complex job very easy to understand and digest at my own pace. Thank you so much for all your amazing work, you have made a lot peoples lives a lot easier! hope to work with you again soon.”
That project cost $4,000 and has since saved them around 200 hours per year in one office alone. Multiply that across their 19 offices globally and you can see why clients describe it as one of their best operational investments.
Add to that my lifetime guarantee, comprehensive training, and responsive support, and it’s easy to see why most of my clients never need to look for another Word specialist again.
4. Technical & Compatibility
I work with all modern Word formats and design for both PC and Mac. There are key differences between the two platforms that most people overlook—I have both, and I test on both to make sure your templates behave properly everywhere.
From a design and functionality perspective, the PC version of Word is more powerful, so I always build on PC first, then ensure compatibility on Mac.
Yes. I test all templates in shared and cloud environments to make sure they maintain their formatting, numbering, and branding integrity. This is where most templates fail—mine don’t.
Whether your team’s working locally or through SharePoint or OneDrive, everything will stay consistent and reliable.
Yes. If accessibility or compliance is part of your organization’s requirements, I can build templates to meet those standards. That includes proper heading structures, alt text, contrast ratios, and tab order—so your documents are both compliant and easy to use.
I do, yes—but only when it truly makes sense. VBA can be powerful, but it can also create long-term maintenance and security headaches if used unnecessarily.
I prefer to understand your goals first, because in many cases a non-VBA solution paired with proper user education is faster, cheaper, and more sustainable.
For example, I once helped a consultancy replace a complex VBA-driven system with a simpler, non-VBA design that saved them monthly support fees and worked flawlessly across their entire team.
Yes. While Word is my specialty, I regularly design coordinated PowerPoint and Excel templates to ensure brand consistency across your entire Microsoft Office suite.
5. Training & Support
Training is included with every project. I provide clear documentation and short video walkthroughs so your team knows exactly how to use the templates from day one.
If your team needs extra help later, I’m happy to provide follow-up sessions—often at no charge for quick questions.
The video training covers everything your team needs to use the templates effectively. There’s usually a core set of videos, plus any custom recordings to address specific needs or issues your staff might have.
All videos are produced in 4K HD and many clients add them to their internal onboarding or refresher libraries.
I’m based in Thailand, so in-person sessions can be tricky unless you’re nearby. That said, if your organisation would like me to travel to deliver training, I’m open to discussing it—just get in touch.
Yes. I’ve run live group training over Zoom or Google Meet. These sessions are always tailored to your templates and team, and they’re interactive—your staff can ask questions in real time.
Absolutely. My lifetime guarantee covers any template issues, but I also offer optional ongoing support retainers for clients who want regular updates, new templates, or refresher sessions.
Yes. I offer a complete audit service that identifies inefficiencies, inconsistencies, and technical issues in your current Word setup. You’ll get a clear report with practical recommendations and a roadmap for improvement.
Though I can modify designs, I’m not a graphic designer. Most clients come to me with existing branding such as logos, colours, etc. I can always advise, but you will need to have these assets.
Ready to Get Started?
You have Two options:
Option 1: Get a Free Template Analysis
Send me your current templates. I'll review them and send you a video explaining what's wrong and how to fix it. No cost, no obligation.
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Option 2: Book a Discovery Call
Let's discuss your documentation needs, timeline, and how I can help. These calls are free and pressure-free (and I guarantee I'll teach you at least one thing about Word on our call):