I want you to be familiar with policies/procedures so that things can run smoothly between us. Please read these very carefully so that there are no misunderstandings later on.
The procedures, practices, policies and benefits described here may be modified or discontinued from time to time. We will try to inform you of any changes as they occur.
WHO TO CONTACT.
As a client of Happiness Matters, Jennifer Dunham is your main point of contact. From time to time, Jennifer may assign a different point of contact in the event of her absence or if your question is billing related (Jennifer hates handling billing questions)! If you receive communications from Marie Mack, she is my Director of Operations, so don’t be alarmed.
METHOD OF CONTACT.
The primary method of contact with Jennifer is via your private Trello Project and Voxer (if you are a private VIP client) or your closed Facebook Group via tagging Jennifer (if you are a member of a group coaching program). Jennifer checks all Facebook Groups and Trello once per day. If you must send something personal to Jennifer through email or Facebook Messenger, please understand that she practices what she teaches…and often only checks these once a day and there will be a delay in response. The fastest way to get a response is by posting in your FB group (please tag her), Trello, or via Voxer (if you are private client).
Jennifer fully admits in advance that she is bad at communicating via Skype and Text, plus things get lost. Therefore, we do not utilize those methods of contact. Should you use those methods of contact, we do not guarantee a response.
Please attach files for review to your Trello board (as a private client). Otherwise, again, it may get lost.
Jennifer does not accept unscheduled phone calls (she screens calls like a biotch!). Therefore, if you are a private coaching client, please use her scheduling calendar to schedule your call. If you are not a private or VIP client, please schedule a Take Action Strategy Session with Jennifer to access her calendar or complete an application for one of our programs to talk to our team at no cost in order to determine what programs are the best fit for you.
TURN AROUND TIME.
When you respond to Jennifer, you will typically receive a response within 24 hours. As Jennifer runs multiple businesses, keep in mind that Jennifer checks Facebook Groups and her email once per day.
If you are asking Jennifer to review any files, emails, copy, etc. this may take longer for turnaround, upwards of a week since she will need to schedule into her calendar. Don’t send anything with the expectation that Jennifer can review overnight.
Responses are not guaranteed during non-office hours. Continue reading for information on when our office hours are.
Responses may be delayed in the event of vacations, holidays, or emergencies. Jennifer will do her best to make you aware of these delays in advance.
Jennifer is based in the Pacific Time Zone. Typical business hours are 9am to 5pm.
If you need assistance outside of our normal business hours, we will do our best to accommodate. Please remember that Jennifer is a human being with a family and a life too. 🙂
If you have purchased a service that includes phone calls with Jennifer, here are the policies and procedures associated with this:
Private clients will receive a link to schedule your calls.
The times displayed on the calendar reflect Jennifer’s true availability, therefore if there are no days/times that work for you, please do your best to make something work. If there is truly nothing you can do, then you may reach out to Jennifer to attempt to manually schedule another day/time.
Please remember that it is your responsibility to schedule and make use of calls that are supposed to be used within a certain timeframe. The calls are provided on a first come, first served basis, and your time with Jennifer does not roll over. Therefore, we recommend that you schedule your calls in advance as soon as you receive the reminder email(s).
RE-SCHEDULING OR CANCELING CALLS
We want the very best experience for you. Please try not to reschedule your scheduled appointments. If an extremely unusual situation occurs and you need to reschedule, please give us as much advance notice as possible. As with any professional service business, a minimum 24-hour notice is expected.
Please understand that when you cancel or reschedule calls, you run the risk of forfeiting calls if no further time slots are available.
LENGTH OF CALLS
Strategy calls vary from 30-90 minutes. If you call later than the scheduled time, the call will still end at the originally designated finish time, as we have clients scheduled before and after your call.
GETTING THE MOST OUT OF YOUR CALLS.
In preparation for our calls, we ask that you complete a Prep Form, at least 48 hours in advance of the call. This will allow Jennifer ample time to review and prepare to bring the most value to your session. This form will be emailed to you upon scheduling.
Please call from a quiet place to concentrate on our work together. (Please do not eat or do anything else when you’re being coached. You won’t get as much value.)
And, of course, please be on time.
WHAT NUMBER TO CALL.
At the time of your session, please call our conference line number (unless specified otherwise, such as for Workshops):
Phone number: (425) 440-5100
PIN Code: 421523#
RECORDING OF SESSIONS.
You may request recordings of your sessions. Please let Jennifer know after the call if you would like access to the recording.
NONDISCLOSURE OF COACHING MATERIALS
Materials that we give you in the course of our work together are proprietary and copyrighted. You agree that such proprietary material is solely for your own personal use for the purpose of improving your home life, or starting, growing or marketing your business or service. Any disclosure to a third party is strictly prohibited.
Under no circumstances can the copy in these documents be used or reproduced in whole or part without the express written permission of Happiness Matters The absence of a copyright notice on any given page or material should NOT be construed as an absence of copyright. These copyrights have been successfully defended in the past and it is the policy of Happiness Matters to aggressively defend all intellectual properties. Violation of these copyrights can result in civil litigation, substantial penalties, even criminal prosecution. These marketing materials documents are provided for sample purposes only, not for use.
You are responsible for decisions made about your home life, work and your business. We are happy to share our opinions, offer resources, or make referrals. However, it is up to you to decide which, if any, to act upon. If you decide to take a recommendation, it is your choice and you take full responsibility for it. If you decide to work with someone based on our referral, you must know the workings of that relationship will be entirely separate of our relationship with you.
From time to time, Jennifer will email you to request Feedback, along with a form to submit the feedback. It helps her to know what you like about her coaching, what results you received, and any potential areas for improvement that you can identify for us. Because we are committed to creating a quality experience, we do take feedback very seriously.
From time to time, we will also email you to request written or video testimonials. You are of course under no obligation to provide a testimonial for our services, however we would greatly appreciate it if you took the time to do so. Thank you in advance!
Many times, we have had the opportunity to send a client referrals and we are absolutely thrilled to do it. This happens often most probably because we get to know a client’s business intimately and become keenly aware of who their ideal clients are, as well as the results that people get from the services they provide. This means that, occasionally, you may receive a referral from us, depending on the circumstances.
On the flip side, our clients regularly send referrals to us as well. In essence, we become referral partners. So, that said, here’s what I propose: if you overhear an entrepreneur saying they’d like to hire a marketing or business coach, or that they are struggling to grow their online business, then please feel free to make an introduction.
Jennifer will do the same for you when she meets someone who would benefit from working with you.