Why be normal?
We don’t get many negative reviews, but if you try hard to enough to do the right thing you’re bound to get someone who doesn’t like it. So I’d like to share a negative review we’ve received.
But first, to understand WHY I’m sharing it, please watch the first minute of the video below. Then you can see what happened below…
CEO Agent Dominator
Donna signed up with us. A year later she canceled and wanted her money back per our guarantee. Unfortunately, when we reviewed her account she did not qualify. It wasn’t that she missed something “small” … she simply did nothing that qualified her.
We had to reject her request. But we offered an easy way to appeal it with a third party in case we erred in judgment. She didn’t like that. She started to threaten to “flame” us online by writing a negative post.
We share this so you can see the heart in which we try to operate with clients. It’s easy to put on a good face when trying to sell someone. But the real test of the character of an organization is found in how they handle difficult situations. And especially situations dealing with a refund — do they try to bully the client into submission, reject a refund based on inconsequential “details” … or do they attempt to do what’s right and bend over backwards to ensure they do the right thing?
After all, the character of the organization you deal with will determine, in large degree, if you made a right decision in choosing to work with them or not.
Below is our communication in a best-effort attempt to do what’s right … even in the midst of her constant, fiery threats to flame us online and hurt our business.
If you have not watched the short overview video above, please do so FIRST. It gives additional insights that bring some of these details into greater perspective.
1. Our Letter Rejecting Donna’s Request
…You had requested a refund of your money per our money back guarantee. …
Unfortunately, though, after reviewing your account I do not believe you qualify for the guarantee. However, in the event I have erred I do have a simple appeal process to protect you. My goal is to be fair and truthful with all clients, and therefore I will not consider the matter “closed” until you have had a chance to appeal it if desired.
At a high level, this is the key item I reviewed and based my decision on…
The most important part of our guarantee is your participation with your personal contacts. I have found when agents are personally involved with their contacts, results happen; if they are not, results falter. Below is how this personal involvement is stated in the guarantee:
Do Personal Touches and Email Us Each Time: You must personally touch each prospect in your list 2 times during the Guarantee Period…. At the end of each touch period you must email us at our Support email address a list of individuals touched and the type of touch you completed to validate your touch. Only those touches you report to us by email during the time frames the touches are required will count towards the guarantee.
Conclusion: I have looked in your account and do not see any emails where you have personally touched your contacts and reported those touches to us.
Easy Appeal Process
When dealing with your request for a refund I want to be sensitive that I have not erred in our decision. For this reason, if you feel I have erred in my conclusion please let us know and provide any facts I may have overlooked so I can reconsider.
Also, if after reconsideration I come to the same conclusion and you are still not in agreement with me I have a second appeal process to protect you. This is the dispute resolution process built into our contract that allows you to bring the issue before an arbitrator to make a final, unbiased decision. Because of my sensitivity to serving you and being as fair as possible, if you choose to appeal through arbitration I will voluntarily waive our rights to require the arbitration to be held in person in Birmingham, AL as the contract states. Instead, I agree to allow you to have the decision arbitrated by conference call and email to make it as easy as possible appeal and ensure a fair decision is rendered.
If you believe I have erred please let us know and provide any additional supporting information for me to review – specifically, please forward any emails you sent us originally validating your personal touches had been completed as agreed. If you agree with my decision and I don’t hear back from you, I wish you all the very best in the future.
2. Our Email After An Intense Phone Call With Donna
— our voluntary attempt to “bend the rules” to see if opportunity for even a partial refund may exist —
While I know the call we just had did not have the outcome either of us desired, I am willing to consider further the possibility of a compromise of some sort. I can make no promises of what that compromise might be because I have no data yet that I need.
As I shared on the call, the two things we can’t control are the number of transactions occurring within a list or the relationship you have with the people on the list.
However, if you are willing to help me with data I need on a potential compromise, here’s what I need from you. … I’m trying to work towards a win-win if one exists.
1. out of your list of 100 people, how many of them listed and/or sold their home during the time of your service with us
2. even though you did not report to use any personal touches, how many of the 100 people did you do two personal touches….
3. Our Response After Donna Gave Us More Information
Thanks for responding back with these details… As I look at what you shared, it looks like there is only one person on your list who sold their home, which would be a 1% turnover rate. I was hoping the turnover rate would have been a lot higher, closer to or exceeding what we require, so I could consider having grace on this matter by overlooking the lack of the key requirement of reporting your touches to us to ensure we are able to validate those touches.
But with only a 1% turnover rate it makes it impossible for us to consider grace on this matter since it is so far below what is needed [i.e. required in writing by our terms] for our ability to even guarantee results. As I mentioned on our call, it’s hard to guarantee sales where no sales exist.
Donna Harris’ post
— here it is! Her post: https://activerain.com/blogsview/5376508/my-experience-with-agent-dominator-and-mastergrabber