The Luminous Way
The Luminous way – our service ethos
I would say proactivity, flexibility and accuracy are our core behaviours.
Being proactive is vital. Our experience helps us spot and avoid potential bumps in the road and we strive to work in partnership to make people’s lives easier.
If you are due to send us some corrections on a Wednesday, we will call you Monday to see if you are still on schedule. If not, we can then proactively deal with any effect on the overall schedule. This approach puts us in control at all times.
Our clients have told us that our flexibility sets us apart from larger agencies. Our rigorous planning enables us to understand and militate against any pressing resource issues. But our flexible approach enables us to deliver when it really matters to clients.
This production methodology means we can add resource to a project at critical times and build in additional resource when we know there is a likelihood of it being required at short notice.
Accuracy resonates in different ways. From robust production processes and in-house professional proofreading that deliver error-free proofing, to smart scheduling that means we deliver on time, every time. Managing costs accurately is a crucial part of what we do best.
The team have a vast amount of experience dealing with all manner of projects, clients and requests. Our project management software tool Paprika tracks hours and ensures efficiency through up-to-date financial reporting.
Our approach has helped us deliver sustained quality as we have grown and has resulted in our exceptional client retention rate. But we never rest on our laurels. Every year we commission a customer satisfaction and relationship audit from external organisation RAR. In 2015, this audit highlighted grades of 90%+ across client service, creativity, effectiveness, strategic thinking and value for money.
Every agency has different approaches, but our clients repeatedly tell us ‘the Luminous Way’ makes a real difference to their day-to-day lives.