--000000000000f1863b05ed35bbdf Content-Type: text/plain; charset="UTF-8" Thanks so much for these details, Cheryl! Please feel free to contact John, I think that is a great idea! Just as a reminder, with the new detractor handoff process launched this week, the calls will be conducted by the Regional Client Success Managers going forward. Please let me know if you have any questions. I hope everyone has a great weekend! On Tue, Nov 8, 2022 at 10:41 AM Cheryl Cartwright wrote: > Hi Keri, > > Thank you for your email. We have been discussing this a lot today. The > thing is, the client isn't wrong, there IS only Brian left in the Winnipeg > office. He has support through the Calgary office and through me but the > client is sensing many of the people they used to work with are gone and > they are. > > We are in the process of switching the billing over to another person who > is actively in the business and so this should really help a lot with that > situation however in looking back this hasn't been a family who has had > billing issues. > > I'm glad Brian is doing his best to communicate and be supportive of the > family and I will also reach out if you're okay with that as I feel they > need to feel there is a team supporting them rather than just one > individual. > > Would you like me to resch out ahead of your follow up? I know some times > that's discouraged. > > Cheryl > > On Tue., Nov. 8, 2022, 2:23 p.m. Keri Thrush, wrote: > >> Apologies, +1 Cheryl - please see below! >> >> On Tue, Nov 8, 2022 at 10:05 AM Keri Thrush wrote: >> >>> Hi, Cheryl! >>> >>> Passing off the detractor below in order for you to take lead on >>> initiating next steps with the team and contacting the POC. Please don't >>> hesitate to reach out if you have any questions/feedback with efforts on >>> our new expanded partnership. >>> >>> Thank you! >>> >>> On Mon, Nov 7, 2022 at 6:51 PM Medallia >>> wrote: >>> >>>> Client Name: Doreen Reimer >>>> >>>> CC ID: 1000000000028981 >>>> >>>> Primary Contact: John Reimer >>>> >>>> PC Contact Info: jdrvent2022@gmail.com / +2047712913 >>>> >>>> Survey Delivery: Email >>>> >>>> >>>> Division: Canada Business Unit: Winnipeg Tenure: 26 Weeks - Less Than >>>> 52 Weeks Actual Customer Segment: Elephant Stated Customer Segment: Survey: >>>> Relationship 2 Main Score: 4 Comments: Your acquisition of Homecare in >>>> Winnipeg has been very unprofessional and disruptive to us as clients, >>>> caregivers, and your employees. It seems like everybody in your office has >>>> gone into hiding or resigned, with the exception of Brain in your Winnipeg >>>> office, who makes a real effort to meet our needs. This guy deserves a >>>> medal. Emails are not being answered by your accounting office. The only >>>> thing they seem to be prompt at is giving us notice of fee increases and >>>> sending out invoices. I've been in business for 70 years, built a company >>>> where we employed 350 staff. I can't understand how you can be a successful >>>> organization. But then again there is a need!!! John Reimer, husband of >>>> client Doreen Reimer Please click here to see the full survey response and >>>> learn more about the client: >>>> https://hca.medallia.com/hca/respInvForm.do?surveyid=154892 >>>> >>> --000000000000f1863b05ed35bbdf Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks so much for these details, Cheryl! Please feel free to contact John,=C2=A0I think that is a great idea!=C2= =A0 Just as a reminder, with the new detractor han= doff process launched this week, the calls will be conducted by the Regiona= l Client Success Managers going forward. Please let me know if you have=C2= =A0any questions.=C2=A0=C2=A0 I hope everyone = has a great weekend! On Tue, Nov 8, 2022 at 10:41 AM Cheryl Cartwright= < ccartwright@thekey.com &g= t; wrote: Hi Keri, Thank you= for your email. We have been discussing this a lot today. The thing is, th= e client isn't wrong, there IS only Brian left in the Winnipeg office. = He has support through the Calgary office and through me but the client is = sensing many of the people they used to work with are gone and they are.=C2= =A0 We are in the proces= s of switching the billing over to another person who is actively in the bu= siness and so this should really help a lot with that situation however in = looking back this hasn't been a family who has had billing issues.=C2= =A0 I'm glad Brian i= s doing his best to communicate and be supportive of the family and I will = also reach out if you're okay with that as I feel they need to feel the= re is a team supporting them rather than just one individual.=C2=A0 Would you like me to resch out = ahead of your follow up? I know some times that's discouraged.=C2=A0 Cheryl On Tue., Nov. = 8, 2022, 2:23 p.m. Keri Thrush, < kthrush@thekey.com > wrote: Apolog= ies,=C2=A0+1 Cheryl - please see below! On Tue, Nov 8, 2022 at 10:05 AM Keri= Thrush < kthrush@thekey.com > wrote: Hi, Cheryl! Passing off