Client care

A promise a desk
cannot keep is worse
than no promise.

Every line on this page is enforced by the same engine that runs the transactions, and published from the same constants. The standard and the software cannot drift apart, and where the desk misses a target it says so and takes the credit off the invoice without being asked.

Access

Raise it at any hour

Any hour, any day, from anywhere. There is no queue and no ticket number.

Answered on the clock

A named person, on the wall clock, whatever the hour. Never the next business morning.

The same two people

One lead on your file and one named deputy, both disclosed in the mandate before work begins.

What we hold ourselves to

01StandardAcknowledged within 4 hours, on the wall clock — not the next business morning.The work itself runs on business hours. The named lead is engaged if it slips.

02UrgentAcknowledged within 1 hour, on the wall clock — not the next business morning.The work itself runs on business hours, at half the standard target. The named lead is engaged if it slips.

03CriticalAcknowledged within 15 minutes, on the wall clock — not the next business morning.The work itself runs on the wall clock, to a two-hour target. The head of Concierge is engaged at intake.

If we miss it

We say so, and credit you

A missed acknowledgement is a credit of 10 per cent of the month's desk fee, or of the arranger fee where there is no desk fee. A missed target is 25 per cent. Applied by the desk on the case's own chain, without being asked, and set against the next invoice.

Only our own delay counts

No credit arises for time the case spent waiting on the client or on a third party. That time is not counted against the desk either. The clock is visible to you throughout, and so is whose move it is.

Capped, so it stays a remedy

Credits are held at 100 per cent in a month. A guarantee that could exceed the fee would be a lottery, not a standard.

Where it goes next

The target is missed, or the acknowledgement is: the named desk lead — the clock, automatically.
A case is raised as critical: the head of Concierge — intake, at once.
The client asks: the named desk lead — the client, at any time and without a reason.

A complaint is not an escalation. If you want the desk lead to look at how a case was handled rather than at the case itself, the complaints route is here.

Clients first, always

—Only the client sets the priority. The desk may raise it and may never lower it without a written reason.
—Only the client cancels. The desk may decline, and only the desk lead may, with a reason on the record.
—A deliverable is accepted or returned by the client. A return needs a reason and reopens the case.
—Every refusal the desk makes is receipted where the client can read it, with the route to appeal it.

Each of these is a rule the gate enforces, not a line in a brochure. The desk is refused by its own software when it tries to go around one, and the refusal is written where you can read it.