At Two Birds Solutions, we're all about building strong, productive relationships.
This guide is designed to provide a clear understanding of how we'll work together to achieve your goals. Understanding and meeting your unique needs is our top priority, ensuring a personalized service experience.
Effective communication is crucial to our successful collaboration. Here's our approach:
Business Hours
While our team is fully remote, our Business Hours are Monday thru Thursday from 9 AM to 5 PM Eastern Time. Messages received outside these hours will be attended to on the next business day. Two Birds Solutions will occasionally be closed for various US Holidays. We will always let you know in advance, as well as provide expectations on when we'll return to normal operations.
Response Time To Messages/Inquiries/Requests
- Our Response Time: We'll respond within 1 business day.
- Your Response Time: We appreciate your responses to our messages within 2 business days.
What Happens If You Don't Respond:
Life happens, and we absolutely understand that things can change rapidly. For this reason, we've set up the following procedures in the event you're unresponsive regarding your project:
- Our team will make several attempts to reach out to you via SMS, phone, email and/or Social Media in order to get your attention on items awaiting your response.
- If we don't hear from you for more than 30 days, we will consider your project stalled/paused. In the event this happens, you will be subject to a project restart fee in order to continue working with our team.
- If at any time you do need to place a pause on your project, you're welcome to reach out to Bianca to discuss. We will set a date to review the paused status of your project and decide if you are ready to resume working with us. Any pause/restart fees will be communicated and agreed upon prior to billing.
Expectations For Handling of Your Requests
Turnaround Time for Requests:
Minor requests will typically be turned around within 1 to 3 business days. For larger requests, a custom timeline for turnaround expectations will be delivered to you within 2 business days.
Urgent/Important Requests:
Flagging Urgent Matters: Please use [URGENT] in your message. Include crucial details and relevant information for quicker resolution. If the request is time sensitive, please leave details about that in your request. To ensure the fastest support possible, please provide links, screenshots, or other relevant information to assist our team with your request.
Expectations About Our Working Process
Our working process is designed to be collaborative and transparent. Here's what you can expect:
- Interactive Feedback Loop: You can expect our team to occasionally reach out with partially completed work to request your feedback before proceeding. This is to ensure time efficiency and that we are on target with the work.
- Reviews, Revision Requests, & Approvals on Deliverables: We request your feedback within 2 business days. If you need more time, let us know your expected completion date, and we'll adjust accordingly.
- Revision Process: Depending on the deliverable, several rounds of drafts or revisions might be needed to get things just right. We ask for your patience during this process, as our team is dedicated to producing content that both you and your audience will resonate with.
- Number of Revisions: Once a full draft is sent your way, we include 3 rounds of revision requests in your contract. Further revisions will be subject to additional fees, however this will be discussed with you prior to making any further changes. For this reason, we do ask that when a draft is sent, you are thorough in your review.
- Your Integral Role: Please remember that YOU are a key part of this process! Your communication with us is absolutely essential. While miscommunications can happen, you can count on our team to resolve issues and find solutions quickly.
- Openness is Encouraged: Never hesitate to voice your opinions, concerns, wins, struggles, ideas, etc., with our team. We're here to support you and collaborate with you for excellence.
Together, Every Step of the Way
We're not just providing a service; we're building a relationship that's all about mutual growth and success. We're excited to support you every step of the way and can't wait to see what we achieve together.
Two Birds Solutions Email: [email protected]