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THE VEGAS WATCHDOG WRITES LETTERS
SO EVERYBODY WILL HAVE A NICE DAY

THIS IS PART ONE OF A LETTER ABOUT A SUGGESTION MADE TO A NATIONALLY KNOWN BANK.

BE SURE AND COME BACK IN A FEW DAYS TO READ THEIR RESPONDING EMAILS AND WHAT ACTIONS THEY HAVE TAKEN.


Hi Wendy,

I'm writing to you because you had the only email listed on the media contact webpage that had anything to do with the internet in the description of your position.

I just spent about a half hour writing the technical staff on the technical form page concerning why almost nightly I am unable to check my account online due to the message I get saying the services are currently unavailable. I check it during the day online, so my browser is obviously not the problem.

The technical form would not take the submission each time I clicked the button. It was not until I realized that the place I was to insert the time had to be exactly in sinc with the Wells Fargo time or it would not send. My clock on my wall was about two minutes off and finally I kept doing trial and error until I matched wits with the form.

But the reason I am writing you as the "media contact" person listed on the media contact webpage is to suggest that perhaps a nice PR gesture for whoever maintains your website is to add a word or two on the page that comes up after the technical form has been accepted.

The note is very small font says something like "Your feedback has been sent". Wells Fargo would receive high marks from us on many services and customer relations. But wouldn't it be more productive to say something like "Thank you for taking the time to share your feedback with us. We are always pleased to assist in any way possible. We will respond to your email as quickly as possible."

When one of the Wells Fargo customers is concerned enough to take time to write a note in the form given, be aware that generally it would be due to a problem. Therefore, "please and thank you" is inexpensive enough and yet extremely valuable for making a customer with a problem feel like the time taken to write the message was worthwhile and welcomed by a Wells Fargo staff member.

I do not mean to harp on this issue. But I am pleased to have a Wells Fargo account and I want to continue to recommend your bank to others as the most friendly and trustworthy financial institution in America.

Thanks for your time and assistance. Because I know you as a representative of Wells Fargo will do more than forward it on to a technical department that says "your feedback has been sent", I will post this on my own media distribution site as part one of how to solve a problem. When I hear from you, I will post part two concerning how quickly and willingly Wells Fargo responded to a suggestion from a customer.

May this week be a fantastic experience and success be around every corner waiting to reward you for your excellent service to your employer.

Best Regards,
Bill Cooksey
http://vegaswatchdog.com
http://cooksey.cooksey.com