Working with anyone always carries some risk. You want to know that if something does go wrong then the other party sorts out the issue as quickly as possible. You want to be able to trust that they`ll do their best and deliver the results you hope for. From a business point of view, you want clients who clearly communicate with you and help make sure a project runs smoothly.
Based on this, we have come up with a relationship agreement which outlines how we should conduct working together to make sure your project runs efficiently.
Email is always best for us, and we aim to get back to any email a client sends within 24 hours. We hope that our clients get back to us within the same amount of time too.
If you need to speak directly to someone, then please just ask. Although email is easier to manage and keep a record of, we know that speaking directly is sometimes preferred. We can provide direct contact details to discuss anything project-related.
For clients on support contracts, we aim to get back to you within 6 hours; however, we always try to get back to you sooner. We understand that time is equivalent to money.
Clients will be assigned one person as your point of call – any problems, queries, or questions, please feel free to direct them to your contact. We will endeavour to respond to any emails within 24 hours.
We believe clear communication is key to any relationship and we believe that we have great relationships with all of our clients, however, if you do have any issue(s), please feel free to let us know and we will be happy to discuss this and ensure that it is dealt with both quickly and efficiently.
We also want to keep improving as a team and ensure that we support our clients in the best way possible, so any feedback is also greatly appreciated.
We always list project timescales on every project that we do. To keep to these, we need to ensure that you provide us with any content or answers to questions within 24 hours, although we do understand that larger companies sometimes have longer turnaround times. All we ask is that you keep us updated so we can keep your project moving forward.
We agree that we’ll always keep you up-to-date with all projects and ensure that you are aware of how we are progressing. If you need any information, please feel free to ask; we want to ensure the project is enjoyable and gets you the deliverables and outcomes that you require.
We’ll be sure to keep adding to this agreement as and when required in order to ensure that it clearly sets out how we conduct business with each and every client.