[Internal] Turnaround Times: Best Practices for Setting Expectations

[Internal] Turnaround Times: Best Practices for Setting Expectations

Introduction
This document provides best practices for setting client expectations by communicating turnaround times. It is crucial, when working an issue or project for a client, to provide them with a turnaround time. This sets their expectation and provides our team the time needed to ensure everything is done and working properly.

Communication Examples

Here are some examples of what to say, when communicating with a client, under different circumstances.

Clarifying Internally
Thank you for your email. That is a great question. I'm looking into this and will follow up with you shortly. I apologize, it may take a 1-2 business days for me to have an answer for you. 

Issue - Not Tech Support
I am sorry that happened. I am looking into this for you and hope to have it resolved right away. However, it might take up to three business days.

Project or Videos
I am happy to help! I have started working on this project for you. I hope to have it done as soon as possible; however, it might take up to three business days to complete.

Setting up SSO
We received your Single Sign On Integration Form and have sent it to our Tech Support to start setting up the SSO. It can take up to 10 days to set up and finish testing. We will send you the links when they are ready.

Standard Tech Support
I am sorry you are receiving that error. I have sent your request to Tech Support and will follow up with you when I hear back. It can take up to three business days to resolve. However, I've notified them that you need this right away. 

 Turnaround Times

 

Clarifying Internally

 1-2 business days

Issues not for Tech Support 
(Reports, Font Override not working, etc.) 

 up to 3 business days

Setting Up SSO

 Up to 10 Days

Special Projects
(Font Override, Capture Forms, etc.)

 up to 3 business days

Standard Tech Support

 up to 3 business days

Uploading Videos

 up to 3 business days





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