Below is a letter I wrote to ADT recognizing excellence in customer service for Solvana Fosdick. I'm going to start making a conscious decision to publicly recognize the good going on in the world. God knows we need it! It's the 4:8 Principle.
“Finally, brothers, whatever is true, whatever is noble, whatever is right, whatever is pure, whatever is lovely, whatever is admirable—if anything is excellent or praiseworthy—think about such things.”- Philippians 4:8
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Dear Ms. Hickey,
I had the pleasure of being helped by Solvana Fosdick this morning and I’d like you recognize her as someone with outstanding customer service and problem solving skills.
I have been using ADT for over 10 years now and have never really had to call your office for much support. Two months ago I had a housemate move into my fully finished basement. Because of this I have been thinking about how to structure my alarm system to accommodate both our needs. Four weeks ago I started calling ADT to find out what my options were about how to set up my system. I’ve talked to at least 9 different reps in the past month to help with this process and none have been as helpful as Solvana.
I was considering the following:
1. What’s the cost to disconnect the system downstairs so that only the top level of the house is armed?
2. How much would it cost to add an additional and separate system downstairs. Could it partitioned and what costs are associated with that?
3. How much would it cost to install another keypad in the basement and keep everything under one system?
All of the other reps I had talked to said that I would need to get in contact with the local office so that they could give me more info. on how much it would cost to disarm the basement part and compare pricing for the other options for me. With their advice, I’ve been trying to contact my local office for the past few weeks. I’ve called 800-811-6554 selected option 1 and option 5. I’ve called this office 5 times in the past few weeks with all my calls going to voicemail. Not once did I get a live person on the phone so I left 3 voicemails; One for each week. Completely frustrated at the non-responsiveness of your company at the local level, I considered writing the better business bureau with a complaint as well as writing my entire network on twitter, facebook, and linkedin to share my experience. This morning I was going to call your 800 number one more time to see if I could get some support. The rep I talked to again gave me the number to the local office and told me to call them. I explained that that was the reason for my calling was because no one at the local level would return my call that I wanted to speak to a manager by this point. She kept me on the line while she connected me to a live person at the local level. That was good until after speaking with the local person for a minute I was asked to hold and then I was transferred back to the automated 800 line. I was so frustrated at hearing the automated options come up again. I pressed the number for having additional services added and got Solvana. At first she suggested I call my local office but after explaining my situation I actually felt like she was the first person to hear my concern. First, she recognized the dire situation by acknowledging that she had overheard my conversation with the other rep that I had wanted to speak to a manager. Then she did something that the other reps did not do. She actually listened to my situation and took ownership of the problem instead of passing the buck. She went over my options with me and answered my questions. To add another keypad in the basement was $184 and to partition it was another $59. She explained that it probably wouldn’t make sense to have someone come out and disarm the basement considering it was $130 just for the first 30 minutes of this service call. The best option was to just add another keypad considering that it wouldn’t cost that much more. Next, she asked what type of house I had to find out if the new keypad could be hard wired or if a wireless one had to be installed. Since we didn’t know for sure of the parameters, she went ahead and added both types of keypads to go out on the service ticket to ensure the proper equipment was installed. This saves ADT time and money in case the wrong one was brought. I was impressed by her foresight of thinking ahead to avoid any future problems. I’m happy to report that we scheduled for a technician to come out to my house next Friday to install this new keypad. Additionally I am relieved to have this issue taken care of once and for all.
The purpose of me writing this note is because I want you to make an example of Solvana. She really went the extra mile to understand my situation and she kept her cool the whole time. When I felt like all the others wanted to get me off their line as soon as possible, she was a true leader here in that she took complete responsibility of the situation and stayed with me until the matter was resolved. It’s people like Solvana Fosdick that make a real positive difference in the world. She is a personal of influence and I hope you recognize that by promoting her to a position where she can be of a greater influence to ADT.
Solvana, thank you for your commitment to excellence and a job well done! Your actions remind me of a quote by Martin Luther King, Jr. “If a man is called to be a street sweeper, he should sweep streets even as Michelangelo painted, or Beethoven played music, or Shakespeare wrote poetry. He should sweep streets so well that all the hosts of heaven and earth will pause to say, here lived a great street sweeper who did his job well.”
Thank you for your time and consideration.