Our unconditional 100% risk-free guarantee to you
If the service we provide you does not meet with your expectations, then without any complaint or small print:
- We will complete your work to your satisfaction at no additional cost to you, or
- You can pay us only what you think our work is worth so if we completely missed the mark, then you do not need to pay a cent.
Client satisfaction is absolutely essential to us and to show our total commitment to delivering a service you should expect, we make the following promises to you:
1. YOU WILL NOT BE SURPRISED BY LARGE UNEXPECTED BILLS FOR WORK YOU DID NOT AGREE TO
We will always consult with you and gain your consent before commencing or amending the scope of any work we do for you.
2. YOU WILL BE COMPENSATED IF YOUR TIME IS WASTED BY US BEING LATE
We will give you, free of any charge, twice the amount of time we are late to any planned meeting with you.
3. YOU WILL GET A RESPONSE TO ANY ENQUIRY YOU MAKE WITHIN 24 HOURS
We will respond to any enquiry of yours within 24 hours. If we happen to be busy with another client, we will contact you and confirm we have received your enquiry and let you know we will be back in touch to discuss your issues once we can.
4. YOU WILL HAVE YOUR WORK COMPLETED ON TIME
As long as you provide any requested information in advance of any due date, we will complete any work for you by that agreed date.
5. YOU WILL RECEIVE MEANINGFUL REPORTS THAT YOU CAN UNDERSTAND TO MAKE THE BEST DECISIONS
We will talk with you in English, and not in Accounting-speak or Tax-speak. By taking the time with you to correctly identify your issues, we aim to minimise the amount of disclaimers in any advice we provide.
6. YOUR PROBLEMS, AS OPPOSED TO SYMPTOMS, GET RESOLVED
We will discuss your issues with you to identify the problems as opposed to the symptoms, and then provide you with workable solutions to encompass all the concerns you have shared.
7. SOLUTIONS YOU RECEIVE WILL BE UNIQUE TO YOU
We will provide solutions that fit you and avoid trying to make you fit a standard solution. We will use standard solutions wherever possible, but we will not force you into a solution if that results in us sacrificing any of your needs.
8. YOU WILL GET AN OBJECTIVE PERSPECTIVE TO YOUR ISSUES, AND WITH THAT, SOLUTIONS THAT MAY NOT BE THAT OBVIOUS TO YOU
We are not afraid to break with convention and ask the hard questions if they need to be asked (and we’ll try to do that nicely). Just because it has always been done that way, does not necessarily mean it is the best way to do things anymore.
9. YOU CAN TRUST US TO KEEP OUR WORD AND WE WILL BE HONEST AND FAIR IN OUR DEALINGS WITH YOU
We will do what we say we are going to do and do it when we say we are going to do it. We value trust, honesty and fairness in our relationships and because we believe we cannot ask to have those same qualities returned to us without us first giving them to you, then we offer them to you first in the hope we earn them back.
10. YOU WILL GET OPTIONS FROM US WHERE AN ISSUE MAY BE OUTSIDE OUR EXPERIENCE OR ABILITY
We accept we may not know everything. In the event you need help that is beyond our experience or ability, then we will not hesitate to suggest an alternative specialist for you. We would prefer you got the correct answer, as opposed to us trying to keep your work.
11. YOU WILL GIVEN EVERY OPPORTUNITY TO TELL US WHAT YOU THINK OF US
At the end of each assignment you will be given the opportunity to tell us what you liked, what you would have liked, and what you did not like, as well as what is your greatest concern at the moment … all so we can learn and grow with your needs. And we will listen to what you tell us.
12. YOUR INFORMATION WILL BE KEPT PRIVATE, AT ALL TIMES
We will protect your confidentiality as we do not outsource any of our services.
13. YOU CAN EXPECT US TO MEET THE STANDARDS THAT COME WITH BEING A CHARTERED ACCOUNTANT
Being a member of the New Zealand Institute of Chartered Accountants means you can be assured that our quality, expertise and integrity not only meets the highest standards, but are also maintained on an ongoing basis by our requirement to attend ongoing professional education every year, and be subject to a practice review every three years.