How do you handle conflict resolution at Enquiro?

Enquiro manages our relationships with our clients, with each other, and with our vendors using Stephen Covey’s Habit 4, “Think Win/Win – the belief in the Third Alternative. It’s not your way or my way; it’s a better way, a higher way.”

This mindset allows us to be proactive about how we manage issues. We have frequent, open and honest communication, we are diligent about logging issues and risks and we deal with them as they come up. However, experience indicates that some misunderstandings can and will occur.

There are a couple of scenarios where we would work together with you to resolve conflict. The first and most common would be where your requirements and the solution we recommend are different. The second is where you have an issue with our performance.

Requirements and recommendation conflict – An example would be where a client has a firm deadline to push a new/changed site design into production. In order to make the deadline, the client suggests (usually in conjunction with their web design firm/team) implementing a design strategy we don’t recommend (such as frames). We work together with the client, discussing the issue and risks. Then, continuing to work as a team, we provide a schedule and costs associated with circling back to correct the problem. We provide this information during the decision making process so the client can decide based on the information and costs.

Performance conflict – Almost all client issues are resolved quickly as a result of discussions with the account director. In the event that satisfaction is not received promptly at that level, our general manager (Barb Newman) or one of the firm’s partners, (Bill Barnes or Gord Hotchkiss) should be contacted. In the very unlikely event that we have not resolved the conflict to a client’s satisfaction (it has never happened), our contract states that both parties agree that any disputes with respect to the contract allow for mediation or arbitration before court action.

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