A Series Of Unfortunate Events

April 23, 2014 — 1 Comment

To all of our clients and potential attendees:

I am so disappointed and embarrassed, but most of all – I am deeply sorry.

Last week was the worst operational week in Luminosity Global Consulting Group’s history. We have a webinar planned for this Thursday, the 24th of April.  We advertised the webinar to Global LABB members, as well as to the general public, as we commonly do. We invited many colleagues and clients to attend – hundreds in fact. What happened? We failed to effectively QA our process, including our vendor’s link to the registration page… and they had taken it down without notice.  Every person that attempted to sign up for the Value Selling For Leaders In A Difficult Economy: Maximizing Your Sales Cycle Every Time webinar discovered a dead link – there was no means to register.  Some kind individuals let us know the link was down and I personally vowed to ensure it was fixed immediately.  And it was… but our troubles didn’t end there.  Almost as soon as we got the link re-established, our website vendor had a complete system outage! We did not receive notification for many hours and did not notice that registrations had stopped completely –  no one could register… once again. All in all, it took over 48 hours to get all of our systems back up and running – in the meantime, potentially thousands of people (colleagues, clients and the general public) were left angry and frustrated at our apparent incompetence.

Words cannot express how truly sorry I am for the anxiety, frustration and inconvenience that I caused. This is especially saddening because Luminosity and The Global LABB were founded on the promise of an exceptional customer experience and uncomplicated leadership development. I know I failed to deliver on our promises this past week.

I, personally, and we, as a company, are completely committed to all of you, our valued customers and colleagues – and those of you we hope to have a relationship with in the future. I personally assure you we are taking immediate corrective action to regain your confidence in us. As a result of this incident, we have put a comprehensive quality assurance plan in place to ensure we are immediately aware when our links and/or systems are not working properly. We are confident, as a result of these actions, that we will emerge as a more reliable and even more customer-friendly company than ever before.

You deserved a lot better from us. Nothing is more important than regaining your trust and I hope you will give us the opportunity to welcome you to our webinars and The Global LABB – to provide you with the positive Global LABB experience you have come to expect from us.

In restitution for my blunder, I would like to offer all of you FREE access to the upcoming webinar, Value Selling For Leaders In A Difficult Economy: Maximizing Your Sales Cycle Every Time (use code LinkedIn2014)  and one week free access to The Global LABB (use code VIPInvite2014)  for your time and trouble.

I believe it is critical to own my mistakes and ensure every last colleague and client has the opportunity to experience how our service is supposed to be delivered.  I hope you will all take advantage of my offer of restitution and give me another chance to show you how much you mean to us at Luminosity Global and in The Global LABB.

Best Regards,

Sheri

sherimackey

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Sheri is The Global Coach, founder of Luminosity Global Consulting Group, Global Executive Coach, Speaker, Writer and Global Business and Cultural Expert.

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One response to A Series Of Unfortunate Events

  1. Sheri,

    This is the best possible response to an “Unfortunate” situation. Ownership, evaluation and correction are the only path to showing how committed, and trustworthy, you truly are. Greatly appreciate the effort.

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