Further Performance Group

Customer Dis-satisfaction: Magical Moments to Shine!
Terri Norvell, Property Management Consultant

I want to share a recent letter that I received from Al Moutrey. Al’s a fellow who I hired to do some video taping at a property management consultant seminar in Orlando which turned out to be unusable. The sincerity of his letter brought tears to my eyes. He not only apologized, but also took personal responsibility, told me how he was going to solve my issue, why he was willing to solve it this way, that he was going to mitigate this from happening to another, apologized for the person who referred him to me, and closed with a request of giving him another chance. Wow! What a refreshing change from so many firms that just don’t seem to care. We can all learn from this. Al shines.

Terri,
Please accept my sincerest apology regarding the quality of the recent video recording we were responsible for doing for you. As you know, I had to be away on another commitment so we hired the job out. I really was under the impression that everything went well, until I heard from your video specialist.

Since we are a small company based on providing service that is above the norm, we came to the conclusion the only way to make this right is to refund your entire payment.

Our logo is a visual of our motto ‘putting a new spin on an old business’. I was raised to admit when I’m wrong and to accept the consequences for my actions. I carry that into our business as well. It’s far more important to us to be fair than to be right, especially when we are not right. We did not deliver on our end and for that, as the boss, I am truly sorry.

We can only hope this displays the integrity AlCar is built upon and that you will consider us in the future for projects in the Orlando area. Success is built on trial and error in many cases. We will not be repeating this error in the future. I know that we came highly recommended, so it bothers me that we may have made the judgment of others long time friends, seem questionable.

We have several very satisfied clients and we would like to turn this around and be able to add Terri Norvell to our list of very happy customers.

Respectfully ~ Al

We’ve all had this happen to us. We buy a product or sign up for a service and what we get is not acceptable. It happens. The big question is ‘what does the supplier do about saving the customer relationship?’ Al took the opportunity to let me know just how much he cares about his customers. This was such a great opportunity to shine. (Often times problems are even bigger opportunities to shine than when everything goes perfectly.) Why? Because you get to see what a company or a person is really founded upon by how they solve problems. Disney calls these ‘Magical Moments’. They are moments or opportunities to shine in the face of a screw up! The magic comes from doing the right thing even though it might be tough to swallow one’s pride. Al, well, he’s an inspiration in a time where we often wonder if anyone cares.

Ps. Al and AlCar Technical Services can be reached in Florida at 407-927-4074.

Terri Norvell is a national property management consultant, trainer, author and keynote presenter. Her expertise in the fields of professional leadership and team building for bottom-line results assists companies in growing their people and their profits.

Contact Terri Norvell - property management consultant

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