The key to achieving a healthy balance with clients

Negin Karimi - 13/02/2018 - Mosaic News

Communication is one of the most vital factors which contributes to a healthy and happy relationship with clients, which is why at Mosaic we are honest and upfront about whether we are able to take on the client and how we will manage the clients’ expectations and requests moving forward. As long as both the client and business are aware of the work which will proceed, there are only likely to be a few minor issues in the project which can be handled easily. This is why the customer should not be afraid to ask any questions they have from the off-set, no question is too big or small!


It is essential that there is a written record of the agreement that has been made between the company and client. At Mosaic we can provide written specs which should be read and approved by the client before we proceed with any updates. Another form of communication we use is email. For example, if the company has just had a meeting with a client then a follow-up email shortly after will ensure that what has just been discussed is documented. This way, the information is fresh in your mind, and if there has been any miscommunications they can be nipped in the bud quickly and easily rather than half-way through the project!


Customer Service skills are essential when dealing with any client. Positivity is key! Making sure that the office stays positive is something that we particularly excel in. The ability to be attentive and polite with customer requests are characteristics which should be instilled into employees in any reputable business. On the flip side of this, clients can sometimes become demanding of your time. As long as the customers’ expectations are handled correctly from the off-set, this will not become an issue in the long-run. The company need to make sure that they are not spending so much time on one client that they are neglecting another, which is why time management is vital. At Mosaic we use Teamwork to manage our time, communicate with each-other internally and ensure that the projects we are working on for clients are being monitored.


Our SLA’s at Mosaic are made available to the client from the start, and we are available through email and telephone to handle any customer requests. We always provide admin-logins to your site should you want access to them, we are transparent with our customers from the start, and we pride ourselves in providing outstanding services with realistic deadlines.


SLA’s:


On receipt of the request (via support@mosaicdigitalmedia.co.uk or phone), we endeavour to respond with within 2 working hours (Mon-Fri 09:00-17:00).


We will then review and schedule in any minor* fixes/tasks, updating the client via email.


We aim to complete, any minor fixes/tasks within 3 working days, unless critical* (Dependant on us receiving all the necessary details and content in a timely manner).


Our support SLA times are as follows


Non-critical issues **:

  • Response within 2 working hours
  • Resolve within 72 working hours

Critical issues*:

  • Response within 2 working hours
  • Resolve within 48 working hours

Mosaic contact details for existing clients: Support@mosaicdigitalmedia.co.uk or call 01925 563 960. We will endeavour to acknowledge all enquiries within 2 working hours (Mon-Fri, 9am-5pm).

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