Client Contact Procedure

Policy Number: [Insert Policy Number]
Effective Date: [Insert Effective Date]

1. Purpose
This policy outlines the procedure for contacting clients to gather requested information, maintain effective communication, and ensure a smooth project workflow.

2. Scope
This policy applies to all Architecture North Ltd employees involved in client communication and project management.

3. Procedure

3.1 Initial Call (Stage 1)

• After an initial request for information from the client, the responsible team member must make an initial call.

• Wait for a period of 7 working days to allow the client to respond.

• If there is no response after 7 working days, send the relevant follow-up email to the client.

3.2 Follow-Up Call (Stage 2)

• If there is still no response from the client after the initial email, make a follow-up call to the client.

• Wait for an additional 7 working days to allow the client to respond.

• If there is no response after 7 working days, send the relevant follow-up email to the client.

3.3 Sending a Letter (Stage 3)

• If there is no response from the client after the second email, initiate the process of sending a letter.

• The letter will be sent to the client's correspondence address, as indicated in our records.

• The letter will serve as a formal communication attempt to gather the requested information.

4. Documentation

• All communication attempts (calls, emails, and letters) must be documented in the client's file.

• The client's file should include details of the initial request, call dates, email dates, and any relevant notes.

5. Client Relations

• Throughout all stages of communication, maintain a professional and respectful tone.

• The client's satisfaction and understanding of the communication process are of utmost importance.

6. Exceptions

• In exceptional circumstances where immediate information is required for project progression, consult with the Project Manager or Director for guidance on expediting the communication process.

7. Review and Evaluation

• This policy will be reviewed regularly to ensure its effectiveness.

• Feedback from clients and employees will be considered in any revisions to this policy.

8. Implementation

• All employees responsible for client communication are responsible for adhering to this policy.

• The policy comes into effect as of the date specified above.

By following this procedure, we aim to maintain effective communication with our clients and ensure that their needs are met promptly and professionally. Effective communication is a cornerstone of our commitment to delivering high-quality service and achieving client satisfaction.