Silence the Critics!

One we loss earlier this year. . . .

-----Original Message-----
From: ***********
Sent: Thursday, March 08, 2012 2:10 PM
To: dj@myeasypro.com
Subject: I just got FIRED!

From: ******* <****************>
Subject: I just got Fired

Message Body:
Why are you leaving?
I had needs that you failed to meet
Explain
We had discussed that our fork-lifts, truck and golf carts should be pressure washed 1 time per month. This was not occurring.


He actually appreciated the fact that i took time to learn why we were losing the account. Still not back on the schedule but i touch base with him quarterly and he knows if the current guy slips up i want another shot.
 
That is an interesting email to send. I always know, because of the type of business I am in, and my market segment, why I am losing an account. I also, by contract, have monthly meetings with my administrators. I like the meetings. I especially like them when all they can bring up is trivial stuff, so that they have nothing to complain about. In my world, that is perfect, and that is usually the way it happens.
Our company policy is that if there is a complaint, or a problem, we take care of it. We don't worry about how we are going to get paid, we take care of the problem. When I have done that, I ALWAYS end up on the better end of the deal. Sometimes it is not right away, but I am always taken care of.
I will give you credit. It takes a lot of guts to ask for why you are being fired.
 
We rarely lose customers on the hvac end. Chris takes care of losses on the PW side and to be honest I really don't know his procedure

To give you an idea of how I handle it we were in Oregon when we had a customer (chronic late payer) call with a fabricated problem they created. I sent two guys over immediately to deal with it and showed them correspondence proving their written instructions to us were the cause of the problem.

Two days later they called with a similar problem. Tech got there and discovered there was no problem and we sent pics to prove it.

Next day they called again. I asked for one of their employees to accompany my guys to the roof to inspect alongside us. They told me they were too busy.

I determined that they were about to default and were trying to get out if the contract.

So I sent them a 30 day notice to end the contract and gave them ten days to oay up.

Now what does all that have to do with the topic? Shelly mentioned that this was the first customer she remembers that we lost without a face to face inquiry as to why.

I just don't think email or even the phone is the proper forum to deal with a customer dissatisfied enough to fire us

Sent from my DROID RAZR using Tapatalk 2
 
Timothy said:
@Tony,

Do you remember (are you old enough)? a TV/Radio personality named Joe Pyne?

I agree with a lot of what you share but your style reminds me of Mr. Pyne.

I am not saying that that is a bad thing, just that you remind me of someone I last heard of when I was ten years old.

No, I don't have a point. I am just asking.
Click to expand...

I guess I'm not old enough. I had never heard of him. But I listened to him today and I like him.

My time on earth is to short to pussyfoot around and let bs go unopposed or just sit around hoping somebody else will speak up.

Sent from my DROID RAZR using Tapatalk 2
 
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