Doctor called Roberto and wanted to be transferred to someone other than Danny. He does “understand what I want.”
She had started off with a few invalid complaints:
1. wrong telephone — this was not incorrect, she had left her cell number on the website until her practice was open.
2. only creating social pages not “managing” — confirm yes, that is our product and we manage your profiles by making changes per your request. this is on our product description.
3. google adwords “did not do anything at all” — she couldn’t define it and I could not either as I didn’t know the details. But mentioned we returned on that cost anyway.
4. logo work “crappy work” — told her that I’m creative director and everything goes through me based on HER notes. if there was an issue she shoud have mentioned it previously. we returned the money on this to appease her anyway.
5. feels like the website is worth only “$2,000” and should be refunded — told her our retail price for a website is $4,000 not including anything else. She might have talked to danny to get a discount but that is the retail value of our custom website.
She kept complaining about random things and feels that we do not care about her. I tried to let her know she’s just as important as anyone else and our process remains the same for the past 10 years. After her talking for 15 minutes, i interrupted and said we need to move forward and a solution, we can “argue all day for the rest of the day” but there needs to be some sort of solution. Whether she agrees (or not) with the solution, I will find out what I can do.
Requested to speak with someone else, told her Danny and I are the highest and everyone else is lower than us. It seems like she wants to talk to someone until she gets them to agree with her.
Will send her a copy of her package and product definitions to see if we have done this or not. Either way, she probably doesn’t care but this is her argument the whole time.
EMAIL TO CLIENT: 3/23/17
“Hello Dr. Lee,
I wanted to clarify the products you have ordered with us and outline what was completed. All of the items ordered were completed with exception of the logo as you did not request changes to it. We can still make changes as you did not finalize.
I’ve attached the itemized sheet with the products you have ordered. When you mentioned that things were not complete, I do not see where that is.
Product Sheet:Â https://docs.google.com/spreadsheets/d/1LkJHUDsRfvDx5QSnk-FMlGqsCJQQ2vC2lGvMEOkIJ1U/edit?usp=sharing
Customer Service
Any person that calls for information about marketing their practice online, we are here to listen and consult. Even if the call was not from a client, we will take the call and answer as much as possible. You stressed that we did not care for your business, which is completely false as we completed everything per our agreement and also returned financially for some of those items as we understand the stresses that come with opening a business. If you decide to go with another company to create websites or marketing material, unfortunately, we cannot absorb that cost as it is your decision. We can, however, address your concerns regarding the work we’ve done and continue to build a relationship:
– if there’s a discrepancy with the website’s design, we can surely make adjustments. But this has to be communicated to us
– marketing: you’re not yielding results that you’d like, we can certainly suggest/advise you but note that anything is possible when opening a business; regardless of where you are
– online marketing consulting: we can further consult but in the end, it is your decision. We are a conservative group that tries to deliver correct information to our clients.
If you decide to part ways, we understand, not everyone is a match. We are solution based, therefore encourage our clients to make the correct decision for their business. Either way, we will ensure the best we can to transition. “
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