We recently held our all-company meeting, and went over our company principles and differentiators. One topic that had been up for discussion all year, and was put to bed during these meetings is that of the expectation around response time.
To be fully transparent, if we haven’t addressed your inquiry or correspondence related to an active project or issue during the same business day that it was received, we have failed, and we owe you an apology.
We’re not perfect, and we don’t bat 1.000. See Principle 4. But we do all agree that we need to respond during the same business day.
If this means that you don’t hear from us until the end of the day, worst case scenario, the person you emailed decided they’d be head’s down on projects that day, and check their email and respond at the end of the day.
The more people you email in the company, the greater your odds of a fast response. The more you are working with us and streamline your communications with us based on a mutually agreed upon communications roadmap that includes a mutually agreed upon timeline, review dates, and communications methods through project management software we may be using, like Basecamp, for example, the greater your odds are of a really efficient and effective AND fast response.
Generally though, putting ourselves in the clients shoes (Principle #1) always means we understand that the ask is super reasonable, and simply needs to be acknowledged right away, and planned for further communication to follow.
This is why we say:
In the event questions are unanticipated, our response time
is second to none.
This may mean not having all the answers all at once, but replying right away to acknowledge the client.
So while we know that there are ideal situations in which we can over-deliver, we really want you to know that we strive for worst-case, same day communications to build momentum (Principle #2), trust, and provide the best possible client experience while bringing the most value (Principle #5).