The Ten-Nine Declaration expresses the attitudes of our coordinators to their jobs. Every one of our employees has acquired a deep understanding of this declaration and reflects constantly on whether this informs their actions as they go about the work of coordination.
It is for precisely this reason that we are able to deliver high-quality services and why more than 90 percent of our clients are repeat customers.
Confirmation of objectives
We check the content and purpose of all work we are requested to perform, and pledge to provide the best possible coordination so as to achieve the client's objectives. It is our belief that making detailed inquiries into the content of a job is critical to producing results that will give customer satisfaction.
Relations built on trust
We believe that delivering "first-class" satisfaction that surpasses customer expectations is the first step on the road to establishing trust, and this is our overarching goal. We put forward highly-experienced personnel with a full knowledge of the field in question. Where, for whatever reason, we do not feel able to guarantee quality, we refuse to overstretch ourselves and have the courage to turn work down.
Individuals and team work
Every step of the process, from compiling quotations to submitting invoices, is handled by individual coordinators. We are not rule-bound, but will work around a client's unique needs to provide the best service available. At the same time, we are also aware that our growth as a team will facilitate the growth of the company. The collective strengths of individual employees are pooled within the team to enable information to be shared and allow us to provide first class interpretation and translation services.
We are attentive to opinions from the frontline and stay in the picture, giving primary consideration to what's needed to attain ever-better results, and making continuous improvements. Moreover, we refuse to rest on our laurels, but strive constantly to effect change and take on new challenges. We believe that innovation is the nourishment we need to grow.
Commitment to our promises
Our word is our bound and we adhere scrupulously to agreed deadlines and to all promises we make to our clients.
We are fully aware of the particular idiosyncrasies of the interpretation and translation industry and provide full explanations to our clients so as to win their understanding and cooperation. Securing the approbation and cooperation of our clients enables us to deliver first-class performance, which in turn serves to improve customer satisfaction.
Being quick to respond
We deal with all requests on the day, and are quick to provide proposals and progress reports. Even when a client needs something within 24 hours or on the day they contact us, we refuse to give up, but will use every available minute to explore all feasible avenues, During busy periods or when it proves difficult to coordinate a particular job for whatever reason on the day, we do not keep our clients waiting but provide timely progress reports.
We actively seek feedback from our clients. Regrettably, we receive negative feedback from around 2 percent of our clients in any given year. In response, we examine the root causes, share information and debate: "What went wrong?" "Why wasn't the client satisfied?" We learn from our mistakes. We keep a record of all feedback, no matter how seemingly trivial, and this undoubtedly helps us to do a better job.
Social responsibility and confidentiality
As a member of society we are governed by the law and by a code of ethics, and engage in sound business activities. All our dealings with clients and stakeholders are informed by the principles of respect and honesty. All information, materials and manuscripts acquired in the pursuit of our business are treated as confidential and we recognize such as mission-critical data that is for internal use only. Ten-Nine Communication's staff along with all our interpreters and translators are bound by disclosure agreements.