Response from THE ORGANIZING AGENCY, INC
Hello Sir, I received your review and immediately researched the conversation you had with my team member, as we have great pride in customer service and know how important follow-up is to our prospects and current clients. We treat every inquiry with the attention that we expect in our own personal lives. According to our database your original call was on 4/24. The next day, our Client Care Manager sent two emails proposing times for a call with myself. Both emails are below. From: "Brian - Solutions by Scott & Company" Sent: Friday, April 25, 2014 7:53 AM EDT To: Removed for privacy Subject: Possible Get Acquainted Call Dates Hi [removed member name], Thank you for reaching out to us to discuss organizing your home with you. I enjoyed our conversation yesterday. As promised, here are a few dates we have open for a brief "Get Acquainted Call" with Scott. May 6, anytime. May 7, after 3pm. May 12, morning. May 13, anytime. Would any of these days work for you and your wife? If not, please suggest any that will and I will check against our schedule. Kind regards, Brian, Client Care Manager ________ -----Original Message----- From: "Brian - Solutions by Scott & Company" Sent: Friday, April 25, 2014 9:17 AM EDT To: removed for privacy Subject: Additional dates for call Hi [removed member name], In addition to the dates I sent in my previous email, I have this Sunday after 2pm or Tuesday after 2pm available. Please let me know if you would like to schedule a call. Thank you. Brian, Client Care Manager ________ Two days after sending those emails, our Manager called the number in our database leaving a message inquiring if you received the emails. He received no response. He followed up again two days later. This timeline is one of our standard operating procedures. He did not receive a response to the emails or the phone calls. Because of the number of inquiries we receive for our services, we make it a rule to follow-up with a prospect three times. We have found that prospects make inquiries with more than one company and a lack of response when we follow up with them often implies they changed their mind or went another direction. In my research of this review to determine what may have happened, I discovered where the breakdown in communication occurred. Our database shows the first letter of your last name as a “G” not “J”. That explains why our emails were not been delivered to you. They did not ‘bounce’ back to our server and showed as “unopened” by our system. Our manager did follow up with two phone calls to the number in our database (which for your privacy I will not post here). I apologize for the error in the spelling of your last name. Please know my team strives to not make mistakes, such as the spelling of a name, but in this case a human error occurred. For that I sincerely apologize. We will be sure to double check the spelling of all names going forward and we will use this experience as a learning opportunity. I hope you can tell from our A rating overall, and the past Angie’s List Super Service Awards we have received, that your experience does not accurately reflect on the great care we provide to our client community. Respectfully, Scott Roewer, Founder.