Store Policy

Our commitment is to be a valued and trusted partner and make every interaction with us a positive experience.

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INTRODUCTION AND SCOPE

It is very important to us that we get things right.  Our Policy has been established to be reflective of our shared values. These values set forth basic principles for working with our customers, and include INTEGRITY, EMPATHY, CUSTOMER CARE, PASSION, and TEAMWORK.  Customer Service goes far beyond the technical aspects of product or service offerings. The real differentiator is people! 

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CUSTOMER SERVICE CODE OF CONDUCT
We expect the highest possible standards of integrity and conduct in all matters. True partnership with our clients is our mantra, supported by the following Code of Conduct:

1. We put you, the customer, first. Your concerns are taken very seriously, with the appropriate sense of urgency, attention, and empathy. This means listening intently, making notes, and confirming understanding before taking action. Issues that are unable to be resolved immediately will be escalated to a manager for timely resolution.

2. We embrace your complaints as opportunities to impress you. Instead of reacting defensively, we commit to resolving your issue or request with urgency, clarity, and to your complete satisfaction.

3. We provide honest responses and do not make promises we cannot keep. We conduct ourselves with integrity. We will deliberate carefully before making commitments or promises because we understand nothing annoys customers more than a broken one.

4. We demonstrate a thorough knowledge of Cultivate Design Firm’s products and services so that we can address your unique situation with optimal solutions. We make sure you have all the information you need to get the best experience and value from our partnership. To give you the best experience with our products, services. 

 

CONSULTATION, FEEDBACK, and COMPLAINTS
Our primary goal is to surpass your expectations in every interaction. Comments and feedback from you regarding how well your expectations are being met are welcomed and appreciated.

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While we take utmost care to ensure that we provide our services efficiently, courteously and to a high standard, we understand that complaints may occur. A complaint, however it is made, will be investigated, resolved, and used as a means to improve our standards of service. If at any time during your interaction with Cultivate Design Firm you are not happy with the level of service you experience, please submit a detailed summary of your concern(s) by phone at 334.315.9728 or in writing to rachel@cultivatedesignfirm.net. We will acknowledge all written concerns within 1 business day of receipt, followed by a thorough investigation into the issue involved. Resolutions will be discussed with you, and then implemented to ensure your complete satisfaction.

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If you are not satisfied with the way in which your concerns have been resolved, you may request an escalated review of the situation from the Chief Operating Officer. Such a request may be made by calling Rachel Mitchell at 334.315.9728 or by e-mailing rachel@cultivatedesignfirm.net Your request will be given the utmost attention and courtesy, with open two-way communication until the issue is resolved.

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