When you work with a customer, we trust that you will uphold the StuDev brand and reputation as an organization providing high-quality work and service to our customers.
Thus, we expect that you will always conduct yourself in a professional and respectful manner with our customers at all times.
What does that entail? Here are some examples of what we mean:
- You complete the job to the customer’s specifications and satisfaction
When you agree to work with a customer, you agree to work on it until their deliverables are complete, and they are sufficiently confident that the final product is of high quality.
If you no longer able to do so, please let us and the customer know in writing. Leaving a customer hanging with incomplete work and radio silence is a no-no.
- You respond promptly to customer communications
We understand that you have other priorities outside of StuDev. However, we do ask that you be respectful of our customers' time and trust in us to get the job done and respond to customers as soon as you can.
Even if you are unable to provide a complete response, a simple acknowledgement that you have read their message is sufficient to maintain a consistent line of communication.
As a rule of thumb: please try to respond within 3 - 4 hours.
Earlier is better of course, but don’t take more than 24 hours to respond unless you have a very good reason to do so (if that happens, please explain to them why it happened).
If you are in a different timezone, which can impact your ability to respond as promptly, please make sure our customers are aware of that before they start working with you.
It may not be as ideal communication-wise, but at least you are properly setting expectations around your communication with them.
- You are patient with your customers.
Not everyone will share the same level of expertise as you do. It shows more understanding of your work if you are able to explain it in more ways than one.
Be mindful as well that our customers likely have other responsibilities beyond the project that they have asked us to complete.
- You understand and anticipate their needs.
Don’t build something just because they ask you to. Make sure you know why.
Knowing why sometimes will present itself an even better answer to the “how”. That can be a really powerful moment for customers because it illustrates that you are genuinely invested in their success and helps to gain their trust in us.
- You keep what happens on behalf of StuDev with StuDev
We don’t want to go here, but just so we are clear: when undertaking a customer project with StuDev, you are always representing us.
Attempts to conduct external business (e.g. alternative business agreements that we have not procured or reviewed) on such projects is not allowed.
We are an extremely inclusive organization, but behavior like this is considered a major breach of trust and is almost certainly grounds for removal.
This sounds a little ominous, but the more colloquial takeaway is this: always be on the up and up with us, just like you would with our customers. Then everything will be okay!