Purpose: To improve efficiency and service quality. Williams Group Consultants (Butterfly Typeface Publishing) requires appointments for incoming phone calls that need detailed discussion or expert consultation. This ensures we are prepared and available to address client or customer needs effectively. Scheduling calls in advance helps manage time, reduce interruptions, and provide a focused experience for callers.
OUR CALL POLICY
This policy applies to all incoming phone calls that require a dedicated discussion or interaction regarding consultations, administrative matters, or detailed inquiries. This policy does not apply to urgent calls that require immediate attention.
Policy details:
o Appointments Required: All non-urgent phone calls that require in-depth discussion or consultation must be scheduled in advance.
o Scheduling Options: Callers can schedule appointments through designated channels, including email, or a dedicated scheduling line.
o Prioritization: Urgent or emergency calls will be prioritized and handled immediately, even without a prior appointment within 1 business day.
o Flexibility: While appointments are preferred, exceptions may be made in specific circumstances to accommodate callers' needs.
Purpose: To clarify the non-refundable nature of our publishing and/or consultation and services to ensure clients understand their financial commitment and the value provided through our expertise, time investment, and resources utilized during the service delivery.
OUR REFUND POLICY
This policy applies to all fees paid for publishing and/or consultation services, which may include but are not limited to manuscript evaluation, editing, cover design consultation, ghost-writing, ghost-publishing, marketing strategy sessions, and all fees paid for all publishing production services, which may include but are not limited to manuscript formatting, book layout, print production coordination, audio, and eBook conversion.
Policy details:
• All Sales Final: All payments, taxes, and processing fees for publishing consultation and production services are non-refundable after the contract (service agreement) is executed or work begins. This is because these services use time, expertise, and resources for the project from the start.
• No Refunds for Change of Mind: Refunds are not offered if you change your mind about the service or cancel the project for reasons unrelated to performance, or if you are dissatisfied with the service due to factors outside of our control.
• Value Delivered: The value of services is provided through the consultation process, the expertise shared, the time invested in the project, and the start of production steps. These elements are not recoverable once delivered.
• Commitment: By signage of the contract, payment of the invoice(s), and using services provided, you acknowledge and agree to the terms of this non-refundable policy, understanding it signifies commitment to the project and services.
Purpose: This policy ensures clear and timely communication with clients regarding Williams Group Consultants (Butterfly Typeface Publishing) standard business hours, holiday closings, and periods when individual staff members are on vacation. It aims to manage client expectations, minimize service disruption, and maintain a positive client relationship by providing necessary information proactively.
OUR OPERATING HOURS & CLOSURES POLICY
This policy applies to all clients of Williams Group Consultants (Butterfly Typeface Publishing) and outlines the procedures for communicating information about our operating hours, holiday closures, and staff availability due to vacation.
Policy details:
• Business Hours: Standard business hours will be communicated to clients through relevant channels and will be readily accessible.
• Holiday Closings: Clients will receive advance notification of company-wide holiday closures.
• Individual Vacation: When individual staff members are on vacation, measures will be taken to ensure client needs are addressed, and clients will be notified of limited availability or alternative contacts.
• Transparency: Communication will be transparent, honest, and easy for clients to understand.
• Advance Notice: Where possible, clients will be notified in advance of any upcoming closures or periods of limited availability.
• Alternative Support: When closing or experiencing reduced availability, alternative support options will be provided where possible.
Note: The above information will be communicated as indicated below:
• Website
• Email Signatures
• Automated Phone Greeting/Voicemail
• Social Media
• Monthly Newsletter/Royalty Report
• Unexpected Closures: In case of unforeseen closures (e.g., due to weather or personal emergencies) clients will be notified as quickly as possible using multiple communication channels.
Purpose: This policy outlines how Williams Group Consultants (Butterfly Typeface Publishing) communicates with authors regarding the status of their manuscript, ghost-writing/ghost-publishing, and the publication process. It aims to foster transparency, manage expectations, and ensure authors receive timely and informative updates throughout the journey from submission to publication.
CLIENT COMMUNICATION POLICY
Scope: This policy applies to all authors under contract with Williams Group Consultants (Butterfly Typeface Publishing) whose manuscripts are actively undergoing the publishing process (including editorial review, production, and release phases) and those clients who have ghost-writing or ghost-publishing agreements.
Policy details:
• Designated Contact: Each author will be assigned a primary contact person within Williams Group Consultants (Butterfly Typeface Publishing) who will serve as the main point of communication. This contact will be responsible for providing updates and addressing author inquiries.
• Regular Updates: Authors will receive regular updates via email on the status of their manuscript at key milestones in the publishing process. The frequency of updates will vary depending on the stage of publication, but authors can expect communication at major transitions and at a minimum once a month.
• Clear and Concise Information: Status updates will be provided via email in a clear, concise, and easy-to-understand manner. Technical jargon will be avoided where possible or explained clearly.
• Response Time: Williams Group Consultants (Butterfly Typeface Publishing) commits to responding to author inquiries within 3-5 business days.
• Communication Channels: Preferred communication channels for status updates and inquiries will be communicated to the author and documented in the contract (author agreement). Common methods include email, phone calls, or a dedicated author portal. Note: Text messages are discouraged when communicating important information.
• Confidentiality: All communications and information shared between the author and Williams Group Consultants (Butterfly Typeface Publishing) will be treated with the utmost confidentiality.
Procedure: Communicating Book Publishing Status
Initial Updates:
• Upon execution of the author agreement, the author will be introduced to their designated primary contact person.
• The primary contact will outline the initial steps of the publishing process and the expected timeline for initial updates.
Transitional Updates:
• Editorial Review: Updates will be provided on the progress of the editorial review process, including feedback from editors and expected timelines for completion.
• Production: Authors will receive updates on the production phase, including manuscript formatting, cover design, and interior layout.
• Proofing: The copyedited manuscript and page proofs will be shared with the author for review and correction. Clear instructions for providing feedback and the expected timeframe for returning proofs will be provided.
• Pre-publication: Updates will be shared regarding pre-publication activities, such as setting up advance reader copies (ARCs), generating blurbs, and building pre-launch buzz.
• Marketing and Publicity: Information regarding marketing and publicity plans, including media outreach, social media campaigns, and potential book signings, will be shared.
• Publication: The author will be notified of the official publication date and provided with details on how to access their author copies.
Author Inquiries:
• Inquiries received through the agreed-upon communication channels will be acknowledged within 3-5 business days.
• The designated primary contact person will provide a comprehensive response or escalate the inquiry to the appropriate team member as needed.
• If a detailed response requires more time, an estimated timeframe for a full response will be communicated.
• Periodic meetings or phone calls may be scheduled to provide in-depth updates, discuss progress, or address any concerns.
• Agendas for these meetings/calls will be shared in advance, and meeting summaries will be documented via email or audio recording.