They have reached out and it seems they are serious about correcting the issues Thanks you for your assistance in helping us get a resolution! Thanks! [redacted] ***
We contacted this client and discovered that they were still attempting to reach us through an employee that is no longer here. While we have continued working on the project, as it is nearly complete, we did not realize that they were trying to reach us as they had the phone and email of an...
employee that unexpectedly left. Our Vice President/Owner has taken the role of primary contact for this project. For us as an organization, and myself as the President of the business, it begs the question "How did this happen?" We are in the process of answering this now and plan to post an article on our website about what we have done to ensure this never happens again.My initial thoughts; From time to time a company must take inventory of its processes and procedures as problems arise. In this case, a key employee (department manager) left unexpectedly. While we did what we could to limit the possibility that an existing client would fall through the cracks and not get notified of a change in the primary point of contact, it was not a fool-proof effort. In hindsight there were several things we could have done better to ensure a smooth switch to a new point of contact including permanently forwarding the departing employee's emails/calls to a customer service manager who would be responsible for effectively routing the project to a new team member. As the projects were being reassigned to new team leaders, we did not have an executive follow up plan to make sure that an effective transition had occurred. To that point, DB Consulting has created a new executive position called Vice President of Customer Service. DB will post this officer's direct phone number on our "Contact" page on our website and publish it to every new and existing client. This individual will also manage any transitions from one point of contact to a new point of contact. This officer will also review all current customer service protocols and design, implement and manage necessary improvements. We have communicated our course of action and firm determination to our client and we believe that we have resolved their concerns. [redacted]President DB Consulting Group, LLC[redacted]
Hi [redacted],Thank you for following up.The issue has not been resolved - earlier this month, their phone was disconnected. I've been unable to reach them since.Thanks,[redacted]
The week prior to the submission of this complaint this client was contacted by [redacted] and the process of finalizing this project was laid out. We only needed one additional item to submit a bid for them. We still needed a new Open Ratings report as the one we had on file was expired. The...
client is the only one that can order that. The owner of this company was demanding that we pay for it due to the lack of response from us in September. Side note: This project was being managed by our department manager in September. She left unexpectedly and our communication with this client DID LAPSE. We take full responsibility for that and we have put in stop gaps to prevent this from happening in the future. This project was not the only one that was affected. But by the time this complaint was made we were already in regular communication with the owner and moving toward getting this project finalized. We were surprised to receive a complaint. When we got it, we immediately reached out. The owners continued complaint was that he did not feel that he should have to pay the $190 fee to Open Ratings for his reference check. To put the matter to rest, we have paid the fee on his behalf. I have personally reached out to the owner with no response to date. However, the final report has been ordered, the project is on track and to our knowledge this client is happy again. We will continue to make every effort to resolve challenges that arise to our client's satisfaction. Our general disposition is that a customer is always right. We look at situations like this as opportunities to improve and we thank the Revdex.com and [redacted] for the opportunity.
They have reached out and it seems they are serious about correcting the issues. Thanks you for your assistance in helping us get a resolution! Thanks! [redacted]
They have reached out and it seems they are serious about correcting the issues Thanks you for your assistance in helping us get a resolution! Thanks! [redacted] ***
We contacted this client and discovered that they were still attempting to reach us through an employee that is no longer here. While we have continued working on the project, as it is nearly complete, we did not realize that they were trying to reach us as they had the phone and email of an...
employee that unexpectedly left. Our Vice President/Owner has taken the role of primary contact for this project. For us as an organization, and myself as the President of the business, it begs the question "How did this happen?" We are in the process of answering this now and plan to post an article on our website about what we have done to ensure this never happens again.My initial thoughts; From time to time a company must take inventory of its processes and procedures as problems arise. In this case, a key employee (department manager) left unexpectedly. While we did what we could to limit the possibility that an existing client would fall through the cracks and not get notified of a change in the primary point of contact, it was not a fool-proof effort. In hindsight there were several things we could have done better to ensure a smooth switch to a new point of contact including permanently forwarding the departing employee's emails/calls to a customer service manager who would be responsible for effectively routing the project to a new team member. As the projects were being reassigned to new team leaders, we did not have an executive follow up plan to make sure that an effective transition had occurred. To that point, DB Consulting has created a new executive position called Vice President of Customer Service. DB will post this officer's direct phone number on our "Contact" page on our website and publish it to every new and existing client. This individual will also manage any transitions from one point of contact to a new point of contact. This officer will also review all current customer service protocols and design, implement and manage necessary improvements. We have communicated our course of action and firm determination to our client and we believe that we have resolved their concerns. [redacted]President DB Consulting Group, LLC[redacted]
Hi [redacted],Thank you for following up.The issue has not been resolved - earlier this month, their phone was disconnected. I've been unable to reach them since.Thanks,[redacted]
The week prior to the submission of this complaint this client was contacted by [redacted] and the process of finalizing this project was laid out. We only needed one additional item to submit a bid for them. We still needed a new Open Ratings report as the one we had on file was expired. The...
client is the only one that can order that. The owner of this company was demanding that we pay for it due to the lack of response from us in September. Side note: This project was being managed by our department manager in September. She left unexpectedly and our communication with this client DID LAPSE. We take full responsibility for that and we have put in stop gaps to prevent this from happening in the future. This project was not the only one that was affected. But by the time this complaint was made we were already in regular communication with the owner and moving toward getting this project finalized. We were surprised to receive a complaint. When we got it, we immediately reached out. The owners continued complaint was that he did not feel that he should have to pay the $190 fee to Open Ratings for his reference check. To put the matter to rest, we have paid the fee on his behalf. I have personally reached out to the owner with no response to date. However, the final report has been ordered, the project is on track and to our knowledge this client is happy again. We will continue to make every effort to resolve challenges that arise to our client's satisfaction. Our general disposition is that a customer is always right. We look at situations like this as opportunities to improve and we thank the Revdex.com and [redacted] for the opportunity.
They have reached out and it seems they are serious about correcting the issues. Thanks you for your assistance in helping us get a resolution! Thanks! [redacted]