Service Requests / Employee Kudos

One of the problems with this technology age is that management is sometimes left blissfully unaware of its service issues. With e-mail, we don't always see the second requests as they go straight to the original recipient. So too, we don't always hear the hero stories - the kudos and "job well done"s that agents may express to the employee, but that don't make it to management.

At Anchor Bay, we set very high service standards -- and we don't always meet them. When we don't, I need to hear about it and so I am asking our agents, carrier underwriters and vendors to use this form to follow up on all second requests or other service issues.

NOTE: This form is NOT for first requests - only follow-ups such as late new or renewal quotes, endorsements, accounting problems, etc. And of course, it is for employee compliments.

A copy of your service request / compliment will be sent to the individual that you submitted the original request to (if you have identified that person). Copies will also be sent to senior management so that, if there is a problem, we may assist in expediting its handling. My pledge to you is this: I, or some other member of our senior management team, will follow up and see to it that your issue is addressed within minutes.

Sometimes, resolution lies with a carrier and we both are at their mercy. It is our intention to resolve problems as quickly as possible.

This is a service industry and we intend to provide, and reward, unsurpassed service. Please help us do so.

Bill and Linda Tanner
Owners