“Please cancel my subscription immediately,” said the email message. “I am requesting a one-month refund due to the very poor service that I received. In fact, I sent emails and phone messages with no response and a one week delayed response to a phone call message that I sent.”
Advisor Products is not perfect. We can always do better. But this was over the top! What did we do?
Even though it was 7:30 p.m. on a Friday night, I had to get to the bottom of this right away.
I checked our CRM and could find no notes about her calls this past week or anything about her company.
I called her right away and left a voicemail message.
“Whatever we did, I'm sorry,” I said on the voicemail. “I can’t find any record about this project we’re doing for you. So please call me back and let me know what happened.”
She called back thirty-minutes later.
“I’m sorry,” she said, “You don’t host my website. It’s a competitor of yours but I called you back because you sounded upset about my complaint.”
I thanked her for calling back and couldn’t resist:
“You can see the difference between us and our competitors," I said. "On a Friday night at 8 p.m., you have the owner of the company calling you back to respond to you.”
Advisor Products service is good. We're not perfect, but we return your calls promptly--almost always the same day that you call us.
We're the No. 1 choice for financial advisor websites and secure client communications that is integrated with your CRM, portfolio management and financial planning software.