Changes for 2009 Part 1, Communication
Happy New Year, everybody! To bring in the new year, I am making a couple of operational changes to Hotchkiss Consulting which will go into effect on February 1. These should be beneficial to everyone in the coming year! I will be posting these separately over the coming weeks.
The first change is in communication.
This is a biggie! I know that it’s important to you to be in touch throughout the process. You expect and value quick responses to your questions and concerns. However, for me, interruptions kill my momentum when I’m working on your site. What may be a 5 minute phone conversation can take a huge chunk of working time out, because, after that 5 minutes, it takes a while to get “back in the groove”, so to speak, of getting your site ready to launch.
So I’m turning off the phones. Our office phones will go straight to voicemail. The voicemail will go into our email, and we will call you back. What does this mean? It means that the best way to get a hold of us is via email.
However, in exchange for your understanding of this new policy, we’re going to promise you the following:
1) On business days, between 9am and 5pm MST, you will receive a response to your email within 2 hours.
2) Any emails sent in the evenings will receive a response by 10am MST the next morning.
3) Any emails sent over the weekend will receive a response within 24 hours or by 10am Monday morning, whichever comes first.
If you don’t receive a response within this time frame, you will receive a $20 credit on your next invoice.
How’s that for service?
