Dr. Lori Ph.D. Antiques Appraiser Masterpiece Technologies Inc. Industry Hack Doylestown Nationwide

Dr. Lori contacted me yesterday and we spoke at length.  I appreciate her willingness to personally reach out and work through the issue.  This says a lot about her commitment to quality. 

My beef centered on the perception of a cutting (snarky) email string from one of her employees managing her website.  Maybe I was having a bad day, but I felt that customer service was lacking as I repeatedly tried to get an answer to a simple question.  After indicating to the employee that I was drafting a negative review for posting to Social Media, I received no call-to-action or willingness to resolve.  I waited, and then posted….

I get it, a service like “Priority Ask Dr. Lori” deals with a large volume of email traffic and customers who may ask questions outside of the scope of services.  For the one-offs and ridiculous, yeah, a snarky response has its place.  However, for a customer who has already paid $750 for services, a deeper (more thoughtful) dive into issue resolution should be the norm.   

Again, I appreciate Dr. Lori reaching out.  She knows the power of Social Media and its influence over brand equity.  She fully admits that she does not have day-to-day oversight of her website.  I would not expect this.  As a small business owner myself, I am very sensitive to bad publicity and will move heaven and earth (to the degree possible) to ensure customer satisfaction.  A similar attitude is cultivated with employees.  Dr. Lori promises to speak with her staff.

Unfortunately, I cannot remove my initial report from this site.  I formally apologize to Dr. Lori for the use of the phase “Industry Hack.”  I was seriously agitated. 

Bottom line, I would use her service again and recommend to family and friends.  And, she is a TRUE professional!  

BLH