Defusing Poor Service Complaint

John Westerman was unhappy about the level of service he had received from us, and I re-assured him in a brief e-mail that he would be taken care of. Sometimes a brief note is best, where lengthy replies can sound defensive or negative. Penelope Westbury was our Administrative Assistant. A key to success in this case was Penelope's follow-up call to John. Below are John's e-mail to me, and then my reply.
From: []
Sent: Friday, October 13, 20— 6:36 AM
Subject: Re: Seminar / Retained Search Mailing


I did talk to Penelope on Wednesday morning, but I have no idea what was done and no confirmation as of Friday morning.  She said on Wednesday she had to talk to you. I'm disappointed that we will lose a week in completing a very simple mailing.  Also I still have no knowledge what happened re: Denver recruiters.

I'll be there Tuesday morning at 9:00 a.m., and I want to discuss what kind/level of administrative support you will provide going forward, per CareerLab's agreement with my former employer. 

While the process has been relatively casual to date, we need to gear up for an aggressive campaign now, before stalling during the holiday season.  To be proactive and effective this will require additional support from your organization.


From: William S. Frank []
Sent: Friday, October 13, 20— 6:56 AM
Cc: Penelope Westbury
Subject: RE: Seminar / Retained Search Mailing


I have no problem gearing up to meet your administrative needs.  I've asked Penelope to call you today.  I'm off to Chicago. When we meet Tuesday we'll put a plan in place.


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