Complaint About Poor Service

We seldom receive customer complaints, but when we do, we act immediately. Clients can be plotted on a bell-shaped curve: Some are extraordinarily grateful, and others can do nothing but find fault. Often their unhappiness can be traced to anxiety, and the fear that they aren't making progress. This letter shows my reply to a fault-finding client. I invited them to meet with me again soon. When we met, I assured them that everything was on track, and this resolved the issue.

From: Lesa manthey
Sent: Monday, July 15, 20— 11:44 AM
To: Bill Frank
Subject: Progress
Importance: High
Dear Bill:
We have been at this for over two months now and I see little progress.  I have completed all suggested assignments within a day or two, only to be put off until "next week" each time.
So far all that has been provided is:

  1. An assessment test which yielded fairly useless results. I should be a minister or trial lawyer (both needing specialized training).
  2. Assistance in preparing a resume and cover letter.
  3. E-mailing of the resume to 1000 recruiters (with no response).
What's the story?  Is this all you are providing?  What's next?

Lesa Manthey

From: William S. Frank []
Sent: Monday, July 15, 20— 8:18 PM
To: Lesa Manthey
Subject: Re: Progress  

Hi Lesa,

I just received your e-mail.  I have followed your campaign in detail since you began.  I saw you as recently as last Wednesday.  I think you are on track and we need to push forward.  Can you meet with me Wednesday from 9:00-10:00?  I have some ideas for you.


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