From: Nick Haywood [HEXUS.tv]
Sent: 29 September 2009 18:43
To: 'kennyb@burchelledwards.com'
Subject: FW: Is poor customer service led from the top?
Hi Kenny,
Please note this a forward of my original mail sent to you back in July.
Can I just say how utterly delighted I am that Burchell Edwards in Mansfield are still representing us. I was even more delighted to recently receive a phone call from them instructing me to drop the price of my house by up to £40,000 to stand a chance of selling.
Of course, I did not wish to undermine your good self by doing your job for you and telling them I’d sacked the whole sorry lot of you, so I let your ‘salesman’, (a true misnomer), have his say and then politely ended the call.
Ken, (can I call you Ken? What about ‘The Big K’, is that ok, K? Maybe just ‘K’?... or perhaps not..), whilst I appreciate the verve and proactivity displayed by your team in taking just 6 months to come up with the genius marketing plan of dropping our price by 40K, I have to wonder if you at all realise that with me having sacked you I won’t be paying a dime over should a miracle happen and some severely determined soul eventually prise our details out of your staff’s hands and buy our house...
So, just so we really are as crystal clear on this as I can possibly, possibly be:
YOU ARE SACKED!
To put a fine point on it; you are binned, terminated, let go, your services are no longer needed, your position is redundant, you have your walking orders, the door is open for you to pass through, you are doing the Spanish (look that one up like I did), you are fired, dismissed, discharged, given the axe, got the boot, your job is in the can, you’ve been dropped, you are ejector-ineffector (urban dictionary for that one), expelled, given the bum's rush, you have your marching orders, you’ve got your notice, this is your pink slip, your walking papers, you have been kicked out and laid off.
Are we clear?
Once again, and as always, yours in eternal hope that even though Burchell Edwards has managed to FAIL at being SACKED, you lot finally get the message,
Thanks,
Nick
From: Nick Haywood [HEXUS.tv]
Sent: 18 July 2009 12:17
To: 'kennyb@burchelledwards.com'
Subject: Is poor customer service led from the top?
Hi Kenny,
I’m not surprised to see that despite my returning your call twice now, I have yet to receive any form of contact back in sorting out the issues I have with the Mansfield branch of Burchell Edwards.
In fact, I am incensed that the ONLY contact I have had with your staff, that was even mildly proactive, was to ask me to drop the asking price of the house by £10,000! This was just four days after the brochure was finally produced and ten days after my initial complaint.
Of course, the excuse for this was that the property had been on the market for some while with little or no interest.
This makes me livid.
As the mass of evidence I have here clearly proves, the reason we have had no interest is because your staff failed at every stage to effectively market our property.
So it is with absolutely no regret that I am discontinuing our contract with you with immediate effect.
Should you mistakenly feel that this is in anyway unfair, I would ask you to check out the contract we signed, which will clearly shows that your company have breached it practically from day one.
I understand that there is usually a two week notice period but let’s be honest, given your staff have done less than the absolute minimum since the 22nd of March, SEVENTEEN weeks ago, how would I be able to tell if you were representing us or not?
So, that’s us clear of you and moving onto an estate agent who shouldn’t find it hard to better the service we’ve had from you... let’s face it, short of arson, they’d have to go some to be worse than your lot.
In closing off this arrangement, I would like your staff at the Mansfield branch to return, or provide proof of destroying, all details that we have provided for the purpose of the sale.
Further, I require you to now send, by Recorded Post, our HIP report and any other details produced for the purpose of sale, excluding your own marketing material.
Though it goes without saying, I suppose I had better make it clear that we have no intention of using Burchell Edwards legal services or any other services that you may provide.
I would like our details removed from any databases with these other branches of your company.
Kind regards,
Nick Haywood