our client service charter

1. objectives: We believe that the projects we work on should meet end goals rather than be an end in themselves. We work with our clients to identify these goals and deliver against them.
2. communication: We keep clients informed of project progress every step of the way, through regular status reports, telephone calls, emails and letters. We will acknowledge all forms of correspondence as soon as we are reasonably able. Our clients will not have to chase up unreturned calls.
3. best value: We do not trade on price alone - we never aim to be the cheapest. Our clients deserve more than the least money can buy. We aim to deliver Best Value. Our definition of value is Value = Cost + Benefits. We ensure that the benefits we bring maximise the effectiveness of our clients' budgets, so creating Best Value.
4. solution focused: Problems sometimes happen. The world is staffed by humans and humans occasionally err. We will always seek to provide solutions and options to ensure a smooth continuation of our clients' projects. We never dump problems and run.
5. accuracy: The information we provide and the recommendations we make are based on the best available information at that time. Our attention to detail is high and our information gathering skills are broad.
6. honesty: We will never mislead a client; lie to them or recommend a supplier or solution that is unsuitable. Our business is based on client relationships which require integrity. We will not compromise this.
7. positivity: We walk on the sunny side of the street. Why would a client want to work with a supplier who is unenthusiastic, tired, obstructive or negative? Nobody is inspired by the negative.
8. continuity: Clients will be assigned a dedicated project management contact to ensure knowledge retention. This may be single or multiple contacts depending on the nature of the project. We do not practice the squad rotation system.
9. creativity: We do not believe that creativity is restricted to a department. We encourage creativity from all sources; clients, suppliers and ourselves. We aim to deliver a product and service that has a seamless blend of originality and tried & tested effectiveness.
10. teamwork: When clients work with us, they expand their team not just by the number of our employees who work on their business, but by the breadth and depth of experience that we can bring to bear on their projects. We work both for our clients and with our clients.
11. why should a client work with us?: We will never lose sight of the ultimate reason why we are working with our clients. Our clients trust us to help them achieve their goals. Whether grounded in previous experience of working with us or as a leap of faith for a new client, we will deliver...