SJD Scotland
Hi All,
As some of you have been aware, there have been issues with the service levels in Scotland for some time. What you won't know of course is just how hard I have been trying to sort them out. Customer Service really is the single most important thing for me, and the complaints we were receiving really did hurt me on a personal level. Having spent 15 years building up the business, and with 150 staff working so hard to provide a great service it was very frustrating to have just one person causing so many problems.
The chain of events was as follows:
1. Complaint received from client re service
2. Notice given to the MD of SJD Scotland to adhere to service standards and provide management information
3. Deadline for delivery expired
4. Notice given to MD of SJD Scotland that an external consultant would be visiting the office to obtain information within 3 days.
5. MD of SJD Scotland terminated the agreement before the consultant arrived
6. MD of SJD Scotland emailed all clients urging them to change their Standing Order into his own bank account
Obviously we are taking immediate legal action, but my main concern is that our clients are not unduly inconvenienced.
To that end I'd like to confirm the following:
1. Your existing standing order should be cancelled.
2. Contact me at simon@sjdaccountancy.com
3. Another SJD Accountant will look after your affairs going forward
4. Your contract will remain with SJD Accountancy and so there will be no duplication of fees
5. SJD will continue to have offices in both Glasgow and Edinburgh
6. Current fee levels will remain as is for the forseeable future
7. All files, books, records, electronic data etc belong to SJD Accountancy
8. I would be happy to receive calls or emails to answer any queries.
Finally, I'd like to express my sincere apologies to anyone inconvenienced - rest assured we have a team of people waiting to look after you properly.
Hi All,
As some of you have been aware, there have been issues with the service levels in Scotland for some time. What you won't know of course is just how hard I have been trying to sort them out. Customer Service really is the single most important thing for me, and the complaints we were receiving really did hurt me on a personal level. Having spent 15 years building up the business, and with 150 staff working so hard to provide a great service it was very frustrating to have just one person causing so many problems.
The chain of events was as follows:
1. Complaint received from client re service
2. Notice given to the MD of SJD Scotland to adhere to service standards and provide management information
3. Deadline for delivery expired
4. Notice given to MD of SJD Scotland that an external consultant would be visiting the office to obtain information within 3 days.
5. MD of SJD Scotland terminated the agreement before the consultant arrived
6. MD of SJD Scotland emailed all clients urging them to change their Standing Order into his own bank account
Obviously we are taking immediate legal action, but my main concern is that our clients are not unduly inconvenienced.
To that end I'd like to confirm the following:
1. Your existing standing order should be cancelled.
2. Contact me at simon@sjdaccountancy.com
3. Another SJD Accountant will look after your affairs going forward
4. Your contract will remain with SJD Accountancy and so there will be no duplication of fees
5. SJD will continue to have offices in both Glasgow and Edinburgh
6. Current fee levels will remain as is for the forseeable future
7. All files, books, records, electronic data etc belong to SJD Accountancy
8. I would be happy to receive calls or emails to answer any queries.
Finally, I'd like to express my sincere apologies to anyone inconvenienced - rest assured we have a team of people waiting to look after you properly.
Comment