50 upgrades / addition requests sorted and sent today - those who are waiting please bear with me. At the moment, it is so difficult to manage new clients and existing customer requests for upgrades. By August, I was 100% up to date and had put aside that time to do all of the work for you - but I didnt realise, that after this time, so many people would be coming to us late - I didnt want to set a deadline or start charging, and so now I find myself in the position that my workload has literally doubled - new clients and old - all at the same time. This is why at the moment we are struggling with emails etc. Its horrible to keep people waiting, but we can only do what we can as human beings!! Im still happy that I offered the free upgrades - but this has really impacted on our customer service - and also financially on our ability to take on as many new clients as we were previously able - last month our turnover was at just 40% of what it would normally be - because we were referring customers away because we couldnt cope with the admin and dealing with the upgrade requests. Could I ask a favour please - if anyone sees negative comments about our customer service, email response times anywhere - please could you let them know why - worked so hard to build our reputation, and I would be really disappointed if our gesture to provide free upgrades to support our clients ended up in us losing even some of our good name. Thank you all so much - Scott
Posted on: Sat, 16 Nov 2013 16:42:16 +0000