Wow I walked into a hornets nest inside a forest fire with my new job. That is fine with me, I always welcome a challenge. This is a bigger challenge than I realized, and when all is said and done I will relish in serious proudness. I have already been complimented by my boss’s boss, and have in two weeks been successful at soothing really unhappy and really upset clients to calmness and to stop contacting their (the clients) corporate complaining.
Let me explain, I am an “account manager“, what that means is I am the liaison between the client and my company who provides a service. There are lots of moving parts, lots of necessary hands helping to stir the pot. One little itty bitty mistake swept under the rug can have a potentially catastrophic effect, my company has several corporate accounts where we provide service to multiples from the same parent corporation in multiple states. SO you can imagine if we upset one they all can up and leave.
In two weeks time I have managed to drive all over kingdom come, my assigned territory is large in square mileage but not so large in volume of clients (for now that is okay with me). I have been trying to get caught up on work that has been undone for nearly a year now, and is it kicking my butt. Every day I am practically in a different city with no time to breathe. Once I get to all the clients and introduce myself, things will organically improve, in fact there are a number of them that I have not even met yet that love me already. Just the fact that I answer my phone, take pertinent information when they call, and respond timely either with an answer or letting them know I would get back to them in a day or two with the answer. Clients that want weekly calls get weekly calls, irregardless of how busy I am. I respond to all emails timely, even if it is just to say I am still researching and do not have an answer. Or, letting them know we are delayed to provide promised services, holy cow the clients love it when you call to notify them you will be there but running late.
I never lie about anything, if my company has done something wrong I do not cover it up, try to hide it. While I cannot always openly admit everything, I do try to show humbleness, and ensure that retraining is occurring. I always report to my boss most interactions I have with clients, cause you never know when something might come back at you.
This job could not have come at a better point in my life, I need the validation and successes I will achieve with this job. I actually think I have a chance of success in this position (once the company resolves one issue or dead weight employees). If they do that we are home free baby!!!!!!!!!!!!!!!!!