DATA Incorporated is our online technology partner. Together, we created an online product called "The Executive Portfolio,"™ which allowed users to put their careers online. Besides a resume and career objectives, you could post work samples just as in a physical portfolio. We licensed the software to Lee Hecht Harrison, a global career development firm.
As with any software product, customers always ask questions and get angry when they misuse the software (user error). License renewals depend upon excellent customer service. If you don't take good care of users, customers won't re-license your software. This was $36,000 per year in revenue, so I was very pleased with positive feedback about DATA's customer service. I sent this e-mail to the CEO of DATA. Amber was our client at Lee Hecht Harrison.
Sent: December 17, 20— 6:25 AM
From: Bill Frank
To: Janis Fairchild at DATA
Subject: Kudos to your team . . .
Janis,
I spoke at length with Amber at Lee Hecht Harrison yesterday about the Executive Portfolio.™
We were helping her to improve usage of the Portfolio by consultants, salespeople, and clients. During the conversation, she specifically praised you and your work with her. She says she works with many vendors, and you are among the best. You always return her calls within 24 hours and provide ongoing excellent service.
Janis, this was wonderful news to us. It says we really have a partner we can count on. In the heat of the battle, or after you've had a customer a long time, it's easy to let standards slide, to take the customer for granted. Clearly, you haven't done so with Amber. We're really proud of your performance, and grateful to have you as a partner.
:Bill