7y
Thanks for your feedback and perspective on what you feel is broken and needs fixing. As much as we love positive feedback, we also recognize there is value in constructive criticism. I discussed your review with company ownership and can speak for everyone on the executive team when I say we are both shocked and deeply concerned by your comments. We never want a team member to feel they’re in a “depressive spiral.” As you know, our central focus is on the customer. However, we also know that without a great team of talented, hardworking people who share our values of integrity and respect that we can have no hope to give our customers an exceptional experience. These go hand-in-hand, and we are committed to creating a comfortable, transparent environment for everyone.
I regret that I didn’t make you feel more comfortable in approaching me directly with your concerns, and I want you to remind you that my door is always open to discuss any worries you might have. I want to learn more about your perspective and explore opportunities to help you and the team.
As much as we try to be the best – the best company with the best products and the best leaders with the best management skills, we regularly find opportunities to improve. I fully acknowledge that the pressure associated with a constant focus on exceeding customer expectations every single day, week-in and week-out, can be extremely stressful, and in the midst of all this you may not receive the recognition and praise you may deserve. I can also understand your perspective on how this might be viewed as “micromanaging.” We can and will do better in this area.
Regarding your final statement of “scamming poor, sick, old people into giving them all their money for nothing in return.” After working for Response for more than a year, you should know this is not actually the case. As you know, we have thousands of happy customers, and we regularly celebrate customer successes. Our website is packed with success videos from customers of different backgrounds, in various stages of life, and in different financial situations. We believe that if a customer brings a strong desire and applies themselves, they can find success, regardless of background and circumstance.
Again, we know we need happy, productive employees to help our customers have happy, productive experiences. As team members of Response, we all spend a lot of time side-by-side and want to enjoy the journey together. I hope you’ll take up my offer to sit down together to better understand and get a sense of how I might help you and the team thrive and continue to enhance the customer experience.
Sincerely,
VP
