We have met with the customer in their home and believe we have agreed on a plan of actionIn short, as lawn experts, we feel like the area of the lawn the customer is describing, is problematical for two reasons: heavy shade in that part of the lawn and the grass type the customer wants there
However, as a sincere gesture of good faith and the desire to do everything we can reasonably do to deliver good customer service, we will seed that part of the lawn with their preferred grass seedThe customer understands that we recommend waiting until mid-May due to temperature and optimal growing cycle rationaleAdditionally, we already have the customer on our schedule for that mid-May time frame
Hello Ms. [redacted],We sincerely apologize for the two occurrences you’ve referenced. However, please allow us to say there is nothing intentionally deceptive in any way, shape or form in our billing practice. We have recently changed some of our older billing systems &...
software and there have been coordination of service issues we’ve been addressing and improving. Additionally, all service businesses that provide service at regular intervals are faced with instances like this. Instances where services are scheduled and management must operate under the assumption that scheduled tasks will proceed normally and that the service will be fully delivered. Systems are then installed to catch the exceptions and to go back and deliver service, with minimum inconvenience, to the homeowner. Again, we truly apologize for the occurrence you experienced.The first instance was unusual in that the technician couldn’t complete the outside portion of your treatment because of weather related issues. He treated the inside and made notes into your account about needing to return to complete the outside portion. That was already in our system as needing to be done, when you phoned in.In the second instance, the technician couldn’t access your back yard. However, he had noted that properly and it also was “flagged” in the system as needing completion. However, your invoice was generated automatically on or about the same time and it got to you before the service was re-scheduled and you were notified. Mistakes, yes - intentional attempts to deceive, no. Lastly, there will be no one fired over this, but we will re-examine the occurrences and use them as learning opportunities for all individuals involved. We are sorry tolose a 10 year customer and we hope that one day we may again get to count you as a customer. Please let us know thru the Revdex.com site if this apology is satisfactory or if you’d prefer an actual letter of apology, as well.
We have met with the customer in their home and believe we have agreed on a plan of actionIn short, as lawn experts, we feel like the area of the lawn the customer is describing, is problematical for two reasons: heavy shade in that part of the lawn and the grass type the customer wants there
However, as a sincere gesture of good faith and the desire to do everything we can reasonably do to deliver good customer service, we will seed that part of the lawn with their preferred grass seedThe customer understands that we recommend waiting until mid-May due to temperature and optimal growing cycle rationaleAdditionally, we already have the customer on our schedule for that mid-May time frame
Hello Ms. [redacted],We sincerely apologize for the two occurrences you’ve referenced. However, please allow us to say there is nothing intentionally deceptive in any way, shape or form in our billing practice. We have recently changed some of our older billing systems &...
software and there have been coordination of service issues we’ve been addressing and improving. Additionally, all service businesses that provide service at regular intervals are faced with instances like this. Instances where services are scheduled and management must operate under the assumption that scheduled tasks will proceed normally and that the service will be fully delivered. Systems are then installed to catch the exceptions and to go back and deliver service, with minimum inconvenience, to the homeowner. Again, we truly apologize for the occurrence you experienced.The first instance was unusual in that the technician couldn’t complete the outside portion of your treatment because of weather related issues. He treated the inside and made notes into your account about needing to return to complete the outside portion. That was already in our system as needing to be done, when you phoned in.In the second instance, the technician couldn’t access your back yard. However, he had noted that properly and it also was “flagged” in the system as needing completion. However, your invoice was generated automatically on or about the same time and it got to you before the service was re-scheduled and you were notified. Mistakes, yes - intentional attempts to deceive, no. Lastly, there will be no one fired over this, but we will re-examine the occurrences and use them as learning opportunities for all individuals involved. We are sorry tolose a 10 year customer and we hope that one day we may again get to count you as a customer. Please let us know thru the Revdex.com site if this apology is satisfactory or if you’d prefer an actual letter of apology, as well.