Customer Service Contract
Our commitment to you is aimed to be as simple and concise as possible - without all the legalese.
It is based on four simple principles:
- Transparency
- Flexibility
- Risk Minimisation
- Open Communication
Transparency
All new clients get a schedule of fees. That's it. No caveats. No hidden costs. No 'subject to change when we feel like it' clauses. If we have to amend our schedule of fees, you have to approve it.
Each invoice comes with an itemised account of what you are paying for, both task name - and a description of what the consultant was actually doing. If you dispute something - we will credit it.
Any variations to contract have to be documented. You will be asked to nominate (an) ultimate decision maker(s) at commencement of a contract. They have to sign off on any changes before they will be implemented.
Flexibility
Change management is just that - subject to change. You may vary a contract at any time. Subject to the appropriate sign-offs, we will take you wherever you want to go.
We also have a no-penalty termination of contract. If for any reason you want to end a contract, you only pay for work done to date.
Risk Minimisation
Redskink strives in all cases to meet it's 'Do What Matters' mantra. We are not interested in roping you into giant, ambitious mega-projects. They more often than not end up being a money pit. Our services are delivered incrementally, through a number of smaller projects to minimise your risk. We will define project breaks, milestones and budgets with your staff to ensure we are all heading in the same direction.
Open Communication
Nothing will bring a project down quicker than poor communication. This works both ways - we promise to be direct, without all the jargon. To explain ourselves when needed and to say what needs to be said.
We encourage all our clients to be the same. We work with all types - from ditch diggers to CEO's - we're not shy.
Our charter is to serve you, we have a simple feedback form we use at the end of each contract, but we encourage you to speak up when you have to. We don't have a monopoly on being right, nor does every contract run smoothly - but it only gets worse when we can't be frank with each other.
