Client care
Clients first, always.
A named person, on the wall clock, whatever the hour. Never the next business morning.
The standard
What we hold ourselves to.
- StandardAcknowledged within 4 hours on the wall clock. The work runs on business hours, and the named lead is engaged if it slips.
- UrgentAcknowledged within 1 hour on the wall clock. The work runs on business hours at half the standard target.
- CriticalAcknowledged within 15 minutes, at any hour. The work runs on the wall clock to a two-hour target, and the head of Concierge is engaged at intake.
- The same two peopleOne lead on your file and one named deputy, both disclosed in the mandate before work begins.
If we miss it
We say so, and credit you.
- The creditA missed acknowledgement is a credit of 10 per cent of the month’s desk retainer; a missed target is 25 per cent. Applied without being asked, and set against the next invoice.
- Only our own delay countsNo credit arises for time spent waiting on you or a third party, and that time is not counted against the desk either. The clock, and whose move it is, is visible to you throughout.
- Capped, so it stays a remedyCredits are held at 100 per cent in a month. A guarantee that could exceed the fee would be a lottery, not a standard.
- Only you set the priorityThe desk may raise a case’s priority and may never lower it without a written reason. Only you cancel. Every refusal is recorded where you can read it, with the route to appeal.
Complaints
A complaint goes to the head of Concierge, not to the person it concerns.
It is acknowledged within one business day and answered within five. Write to contact@uieglobal.com with the reference and what you would like put right.