What are the big issues that happened here? What should have been done differently in your opinion? What steps should be taken in the future?
As Operations, our motto is efficiency and truth. It is our responsibility to have a pulse on what is happening in the company as a whole.
What are the big issues that happened here? What should have been done differently in your opinion? What steps should be taken in the future? What can we implement in Operations to ensure it doesn’t happen this way again?
Scenario: We have a client that emails in on Friday, May 22nd to our member services platform and would like to cancel their membership. We have a new team member in member services who assigns the message to another member of the team that is on vacation for the day and not in the office or getting emails. She tags her and says “Here's a message for the coaching team, please let us know how you would like us to proceed after completing your part”. On May 26th the coaching team member is able to respond to the tag and says “member services team, can you reply with the following: It has been an honor to work with you during your time in the Billionaire Code Accelerator and to witness the changes that have occurred, and we are sad to see you go! We wish you all the best as you move forward. We do require a 30-day notice for cancellation, which would make your final payment due on 6/7/2020 and your last day in the program 7/6/2020. We would love to schedule a call with you and one of our coaches to talk about your experience in the program and ensure you have what you need to continue to move forward. Please book a call HERE. Later that day our member services team member replied “Thank you for creating this! We have saved this response as a saved reply to use in the future.” On May 27th (the following day at 2 pm) Operations realizes the message hasn’t been closed in our member services platform and we tag member services and create a note that says “Has this member been responded to? It doesn’t appear there was a response”
2 hours later member services responded with “we hadn't replied yet because we were not sure if we were still in the "modified cancellation and hold period" still or not. This is why coaching and I talked about it today in our TI so that I could get back to him today about this. John is planning to reply when he gets up for his morning (in a few hours) and had my answer to the question.” We finally respond to the member on the 27th at 7 pm.
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