Byron D. Grays, B.S., M.P.A., J.D. President and Principal Officer TheAdvocacyGroup, L.
The Lost Art of Service Recovery Rediscovered at OneLoanPlace.com
If you've recently read my review(s) of OneLoanPlace.com, then you're well aware of my feelings of contempt and my perception general consumer distrust regarding this organization. I've written many essays regarding, the lost art of customer service and prior to today, I would have simply lumped OneLoanPlace into the group of case studies. Something uniquely different and moreover, uniquely refreshing for a change occurred today. Ray Ciervo, Director of Operations for OneLoanPlace, after reading one of my reviews, initiated contact with me, by placing a phone call to me to first, apologize on behalf of the executive management team and secondly, to personally provide the customer service that was so clearly lacking during my initial communications with the representatives of OneLoanPlace. Upon his introducing himself, initially, I prepared for the onslaught of "you're lying", "the experience you described in your review could not be true, " etc. however, no such words flowed. What did occur was, Mr. Ciervo was accountable and apologetic for the shortcomings of his subordinates. Additionally, he extended his personal assurances that such behaviors as I described in my review, bait and switch and fraudulent inducement, are behaviors that will not be tolerated and once brought to the attention of management, the employee(s) shall be dealt with accordingly, up to and including termination. Service recovery is, the result of a very positive service recovery, causing a level of customer satisfaction and/or customer loyalty even greater than that expected if no service failure had happened. To that end, Mr. Ciervo on behalf of OneLoanPlace seems to have rediscovered the art of service recovery. Kudos to Ray Ciervo, Director of Operations for OneLoanPlace. ~Byron D. Grays, B.S., M.P.A., J.D. President and Principal Officer TheAdvocacyGroup, LLC