We found out today that a 2nd account of ours is under attack by one of “GRC” that left. This is something that I don’t understand. It’s been 2 months plus since the account was handed over to the new account servicer. Why wasn’t more effort put into the 2 months to build rapport to the client? In terms of company strength, technical set up and staff expertise, there’s no way our ex-colleague can win us. The only thing we lacked is rapport since our ex-colleague had a “headstart” in this area. And this is something that should have been obvious to the person who took over. You know you’re the new kid on the block so you gotta work harder. You cannot assume that the client you inherit will be loyal to you like your other clients.
I wonder what more can be done to drive this into the department?