Personalizing the service:
The customer service relationship will depend on the depth and breadth of the deliverables requested. This will of course be dependant on the homes and or portfolio of assets left in our charge and to a degree, the client's life-style needs. As we move forward operationally, adjustments are likely and will be made in concert with the ebbs and flows of the client-led relationship. An initial consultation should help determine and prepare for this.
Because NAVIGATOR is a client-led personalized service we do our utmost to be flexible in the time we put in at the client's residences and when that time is. Generally, it is usually to our client's best interest financially and otherwise that this time be kept to business hours - 5 days a week, in the 9am to 4:30pm day-time range. In addition to adhering to a set time when most businesses and suppliers are open, this is also when we are less likely to intrude on a residents private time. Logistically, this strategy works best for us as well.
However; we also realize that we must be somewhat flexible about our availability to the client and when that is because the specific tasks and jobs may require it or, the respective client's individual needs may dictate it. The obvious exceptions are such things as emergencies that absolutely should not or can not be left to wait. It is unforeseen incidences like this that are a mainstay of our personalized service business for which we strive to accommodate.
But when a client has an option to make an 'after-hours' non-emergency call or not, we ask that they be mindful of the need and the time of day that request or directive is being made. Our experience is that there is always a lot to be emailed, left with our voice delivery service, or that can simply wait until the next business day. This is also a cost savings measure.
Emergencies aside; if the client does request 'extended hours' of service it is best that this be identified beforehand so we can set it up in advance. 'On-call' services can also be scheduled in advance so that the parameters can be set, along with the applicable costs applied to the client's account.
Timely communications:
As we get to know a client and that client gets to know us, we will come to better understand what the relationship calls for so that adjustments can be made. This is about first hand experience, good communications, and being respectful of all the parties involved.
Navigator's account managers provide timely communications to the client with what they know and understand about a circumstance or an asset in our charge. This is done so decisions can be made to renew or refine deliverables as varying challenges and situations may dictate. But to have a great communication strategy it should flow both ways. So again, we ask that our client's work with us on setting up the parameters suitable to the situation and them.
