[Harp-L] B-Radical Customer Service Concerns

[The Iceman <icemanle@xxxxxxx>]

I'VE BEEN IN CONTACT W/BRAD CONCERNING THE CUSTOMER SERVICE COMPLAINTS. BRAD HAS GIVEN ME PERMISSION FOR FORWARD THIS EMAIL TO THE "L"


Hi there Larry-
 
Hope all is well with you.
 
I have spent hours and hours researching how we could of missed or not replied to any of our clients and think I have finally found out what the issue was. Mind you, I checked phone records searched emails upon emails to get to the bottom of this
.
The issue was that well over 50 clients replied to our No Reply news letters. When I found these emails I was quit shocked to say the least! Some folks indeed replied to this email several times even though the news letter states Do Not Reply to this news letter. I also found that some clients replied to this No Reply email address and when they didn't receive a reply back to us they used our client support email address, posted on our contact us web site page. 
It is still shocking to me that when they didn't receive a reply from us why they didn't call us, but I guess I will not find the reason for that. . It is real simple, contact us via email or by phone, they phone line goes to voice mail during employee breaks (15 min) and during lunch. I do this because I feel it is important for us all to get together during these breaks for some good ole fashion team building time. 
 
I have pulled our phone logs and can see that we have responded to every call, seems during very busy times like when a news letter goes out that it took us a few days to call all of  our clients back but never the less all clients were called back. 
I have already corrected the problem with the No Reply news letter email, from now on if they reply back to it they will receive an auto generated email instructing them how to contact us. 
Thank you for the heads up, I had to be quite a detective to get to the bottom of this.
 
Warmly,
 
 
Brad Harrison
"The only Harmonicas Manufactured in the USA"
http://www.harrisonharmonicas.com

B-inspired, B-creative and B-radical!
 
 
 
 

 
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