DEFINITION OF TERMS
Employer. Sundog Media LLC is the employer of 32 hour work week salaried employees and part‐time salaried employees. An employee is hired, provided compensation and applicable benefits, and has his or her work directed and evaluated by Sundog Media LLC.
SETTING CLEAR EXPECTATIONS
All of us can have input and can improve in the area of setting customer expectations, good communications and opening the dialog in a positive way.
We believe a company that does reasonable work but has great communication skills will outlast and out perform a company that does great work but does not take care of the ‘communication, expectations and relational aspect’ of business. At Sundog Media, we want to provide both… Great work & great communications! Here is the basis of our policy on setting good expectations and maintaining good communication.
Do not be shy about talking with a customer about money or that time spent by the team has an associated cost. Over the years we’ve learned it is crucial that we are not shy about saying things like:
- That ‘xyz’ will take longer than we proposed.
- Sure, we can do that but it falls outside of your content maintenance plan and we will need to give an estimate of cost or upgrade your website content maintenance plan.
- Sure, we can do that but what you’ve done already this year has used your content maintenance plan allowance and we will need upgrade content maintenance plan to xyz to accommodate your request. Would you like us to do so?
Which…. brings me to the next important point…
It is crucial that we are aware of customer expectations and our team’s promises… These are outlined on each Basecamp project overview page. Always ask yourself – Is this part of a plan or a Bid? If you are going to be doing a big chunk of work on a project, take the time to make sure you understand our promises to the customer – it only take a few minutes to read the proposals – they are in Fort Knox, our customer database – or just ask another Sundog.
If you give a timeline, set a dated ToDo. If you estimate hours, or in any way give your word you’ll do something then Honor your word… If you are going to go take longer than anticipated, before you miss a deadline, give them a heads up resetting expectations. Prior to going over the estimated budget or time, talk to the person you have communicated the expectations to.
Make decisions based on Sundog Media profitability. Be aware of promises/commitments vs changes and a creep in scope. We want to perform what we have proposed and put out a great product, but it is crucial that we pay attention changes in scope. ie. If they’ve been quoted a Paypal donations button in their proposal and they want to make it into an online registration form or unique solution, talk money, time and expectations before providing the service. Don’t just provide the creep in scope of service gratis unless it’s approved by Joe or Cathy.
Don’t be shy. Post status reports to customers about what you are doing so they know work is progressing. Remember – customer communication is part of doing the work. When you’re open with the customers, they are very gracious with timelines. If any of you have any suggestions or words of wisdom in regards to improving expectations and communications as a team and with our customers, please let us know.
WORK PLACE SAFETY
- Sundog Media expects all employees to keep their home offices safe for work and to take the necessary steps to prevent injuring themselves and others. To this end, please:
- Use common sense in coming to, going from and around your home office, both inside & outside.
- If something appears it could be dangerous and you can safely fix it yourself, do so immediately. If not, notify Joe or Cathy immediately so we can have it changed or fixed.
- Keep your office space clear of items that could present a slip or trip hazard. i.e.. cords should be secured, papers picked up off floors, spills wiped up immediately.
- Keep office space adequately lit so you can see what is around you.
- Adjust monitor(s) angle, brightness & contrast for optimal viewing.
- Seat chair firmly on all legs & adjust height to prevent bodily strain.
- Apply the 20/20 rule: Every 20 minutes, get up to stretch your muscles and focus your eyes on something 20 ft or more away.
- Keep path & stairs to office entry clear of ice & snow using gravel & ice melt.
WORK RELATED INJURY OR ILLNESS / WORKERS’ COMPENSATION
If you, a Sundog Media LLC employee, believe you have been injured or become ill as a result of services performed in the capacity as a Sundog employee, you are required to immediately notify Joe or Cathy Law of Sundog Media 907-338-1847. If you are unable to inform us immediately, you must notify us no later than 30 days after your injury occurred or illness began. Your injury or illness must also be recorded & reported to the Workers’ Compensation Division.
Delayed filing of the forms required by the Workers’ Compensation Division may result in delay of payment / compensation. Workers’ Compensation policy states you will not be paid compensation for lost wages for the first 3 days off work unless your disability lasts more than 28 days.
Alaska, Colorado, and Idaho Workers Compensation are both currently provided through State Farm Insurance. Sundog Media’s Workers Compensation Policy Number is 92MPA028-9.
Business Information:
Sundog Media LLC
5033 Sillary Circle
Anchorage, AK 99508
To report a work related injury, gather the information below as noted on the workers_comp_telephone_worksheet in Basecamp Employee forms.
Call the Workers Compensation Injury Reporting Line 1-907-272-6442 to report any work related injury.
FEDERAL AND STATE LAW LABOR POSTERS
As required by Federal and State Law, labor posters are supposed to be printed and viewable at each work location. We are home offices, so, please peruse these, ‘post them’ as necessary. 🙂
http://labor.alaska.gov/lss/posters.htm
Employees Rights – http://www.dol.gov/whd/regs/compliance/posters/minwage.pdf
Family Medical Leave Act – http://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf
OSHA Job / Health Safety – http://www.osha.gov/publications/osha3165.pdf
Equal Opportunity – http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Uniformed Services Employment and Reemployment Rights Act – http://www.dol.gov/vets/programs/userra/USERRA_Private.pdf
National Labor Relations Act – http://www.nlrb.gov/resources/national-labor-relations-act
