At The Serpent Group of companies, we have various sets of rules, policies and procedures for different requirements.
- There are no Sir/Madam adjectives need to be added, address the person directly with first name; regardless the designation or age.
- Everything should be documented from the scratch, if your meetings are on WebEx/GoTo/Skype/Hangout then either record the conversation or ask them at the beginning if they will take “Meeting Minutes(notes)” or they want us to take and send at the end of the call every single time. Keep track of everything discussed, this avoids a lot of problems.
- Once you agree on the timeline try not to delay. On the safer side, keep one or two days in spare when you give estimation. Ask 100 questions if needed to but DON’T bluff or pretend that you know everything. Its okay to be dumb then to be dishonest.
- Developers, try not to be the direct point of contact with the client but If you have to directly approach for some reason then always put your lead/BA in CC so that if something goes wrong in future he/she can vouch for you.
- Always acknowledge emails as soon as you get them, even if the update is not ready just send reply saying “we are still working, will get back to you soon.” or anything polite like that. Never leave an email unattended at the EOD.
- Use greetings everyday, and try to have casual talk as well. Example, talk about weather, talk about how was their day so far, or family/kids or any ongoing common topic that is not related to work. But limited so the focus of the work is not diverted.
- Never answer ‘ok’ when unsure. ‘ok’ and ‘yes’ are the enemies of communication at the end of the day! Always inform in chat when you are calling it a day.
- Pre-inform if you are on leave, or a holiday. Never use CAPITAL letters in chat, it shows arrogance.
- Use Thank you and Sorry more often.
- Avoid using multiple question marks.
- Never respond ‘ what? ’, instead write ‘Sorry, I did not get you, would you please simplify?’ Or ‘Pardon me, repeat please’.
- The ability to really listen to customers is so crucial for providing great service for a number of reasons. Be attentive to every word written / spoken.
- When you don’t agree on certain point and want to put your idea in execution, then say it positively like, you are right but in my past experience I have noticed that if we do it this way then result will be more quick and accurate, do you mind trying my approach? If they still insist on using their approach then agree to disagree but sugar quote and let them know your point. Be polite but NOT desperate. Never answer with CANNOT attitude.
- If you have to sign any delivery contract then make sure you read it carefully before signing to avoid getting caught in any legal matter.
- Learning is endless, always appreciate when you hear something new