Matheson


Client Service

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At Matheson we are committed to delivering a client focused service. This means excelling at servicing our clients, understanding the needs of our clients and delivering the best possible results to them. At a minimum we will at all times:

  • be courteous, professional and respectful in all dealings with our clients
  • get to know our clients and their business so that we can understand the challenges they face and their likely requirements
  • aspire to provide strategic and innovative solutions that match our clients' business needs
  • be responsive, returning calls as quickly as possible and responding to emails and communications in a timely manner and always before the end of the business day
  • be accessible to clients
  • listen to clients attentively, taking clear and complete instructions
  • acknowledge receipt of all instructions received and confirm who will be dealing with the matter
  • ensure that all communications are clear, precise, effective and in plain English
  • keep our clients informed on progress and provide timely and informative status reports as agreed with our clients
  • meet all deadlines or, where this is not possible, revise the time lines and expectations in advance and in consultation with our clients
  • promptly inform and discuss with our clients any changes in the action to be taken including proposed or required changes in personnel and cost implications, if any
  • discuss and/or communicate billing practices with our clients from the outset and bill accurately and promptly, providing detail as agreed on all charges and expenses
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