This client is correct in the fact that the initial team of onesalesperson and two appointment setters did not perform as desired. Muchsupport was provided by NCI in the form of phone calls, emails and coaching inan attempt to improve their performance. When it became clear that theseindividuals...
could not or would not improve their performance, a decision wasmade to terminate them and the process to hire and train new personnel wasstarted. The agreement the client entered into with NCI stipulates that if forany reason the initial salesperson does not perform to a minimum standard oftwo new clients per week during the first 10 weeks of the program, NCI will,without further cost to the client, help hire and train a new one.On October 22nd of 2014 the client agreed to work with usduring the hiring and training of a new salesperson. The process of placing adsonline was initiated by NCI at that time. Soon thereafter, the client notifiedus he would wait until the end of the 2015 tax season to implement the rehiringprocess. Several months later we were informed he had decided not to restartthe program and requested his fee be refunded. It should be noted NCI did notjust spend one week on-site when the program began. We spent one full weekconducting interviews and hiring the salesperson and appointment setters. Wespent an additional full week at the client's office training the salespersonand working with the appointment setters. Many other support functions werethen carried out, as is standard NCI protocol, over the ensuing nine weeks.It should also be noted that as a part of the agreement forthe Plan 2 Client Acquisition Program, outlined in exhibit E, the followingrisk factors can and sometimes do occur:1-Turnover of marketing personnel2-Low productivity of marketing personnel3-Loss of clients due to normal attritionWhile we sympathize with this client and the poor initialresults that were achieved, we know from experience that sometimes it's thesecond salesperson we hire and train that turns a program into a success. Thisclient never gave us the chance to turn his situation around and basically quitafter nine weeks of effort. Had I given up after my first salesperson didn'twork out I wouldn't be in business today nor would many of NCI's verysuccessful clients.The offer to have NCI help this client hire and train a newmarketing team is still available per the agreement he signed with us and oursincere desire to increase the success of every one of our clients. It is ourfirm belief that given the opportunity, we can turn this program around andmake it successful.[redacted]CEO
[A default letter is provided here which indicates your acceptance of the...
business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]
This client is correct in the fact that the initial team of onesalesperson and two appointment setters did not perform as desired. Muchsupport was provided by NCI in the form of phone calls, emails and coaching inan attempt to improve their performance. When it became clear that theseindividuals...
could not or would not improve their performance, a decision wasmade to terminate them and the process to hire and train new personnel wasstarted. The agreement the client entered into with NCI stipulates that if forany reason the initial salesperson does not perform to a minimum standard oftwo new clients per week during the first 10 weeks of the program, NCI will,without further cost to the client, help hire and train a new one.On October 22nd of 2014 the client agreed to work with usduring the hiring and training of a new salesperson. The process of placing adsonline was initiated by NCI at that time. Soon thereafter, the client notifiedus he would wait until the end of the 2015 tax season to implement the rehiringprocess. Several months later we were informed he had decided not to restartthe program and requested his fee be refunded. It should be noted NCI did notjust spend one week on-site when the program began. We spent one full weekconducting interviews and hiring the salesperson and appointment setters. Wespent an additional full week at the client's office training the salespersonand working with the appointment setters. Many other support functions werethen carried out, as is standard NCI protocol, over the ensuing nine weeks.It should also be noted that as a part of the agreement forthe Plan 2 Client Acquisition Program, outlined in exhibit E, the followingrisk factors can and sometimes do occur:1-Turnover of marketing personnel2-Low productivity of marketing personnel3-Loss of clients due to normal attritionWhile we sympathize with this client and the poor initialresults that were achieved, we know from experience that sometimes it's thesecond salesperson we hire and train that turns a program into a success. Thisclient never gave us the chance to turn his situation around and basically quitafter nine weeks of effort. Had I given up after my first salesperson didn'twork out I wouldn't be in business today nor would many of NCI's verysuccessful clients.The offer to have NCI help this client hire and train a newmarketing team is still available per the agreement he signed with us and oursincere desire to increase the success of every one of our clients. It is ourfirm belief that given the opportunity, we can turn this program around andmake it successful.[redacted]CEO
[A default letter is provided here which indicates your acceptance of the...
business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]