Background: My India-based client, called Tom, requested and cancelled our Paymaster Service. We had sent the email to his personal Gmail account as Tom requested; however, for some unknown reason, he could not receive it after 12+ hours. Tom accused us wrongly for not keeping our obligation for sending the confirmation email regarding his Cancellation Request.
Action: We had provided swiftly and immediately the timeline when our email sent from our system, and we also forwarded the sent email to Tom’s business email account.
Result: Tom had agreed and satisfied with our provided hard documents.
There are various ways handling this unexpected issue. We have decided providing the hard facts and evidences expeditiously and composedly even though this incident was REALLY beyond our control.
Within 24 hours, I have sent the follow notes to Tom. I would like to share with you as well.
Dear Tom (NOT his real name):
Just a few thoughts, I would like to share with you regarding the Paymaster Service Incidence.
1) We do always keep our promise. Regrettable, the Gmail account has failed us this time. This is beyond our control. In fact, we did sent our cancel confirm email clearly and convincingly within the 30 minutes window as promised.
2) Our procedures help us to focus on the client's anxiety. We have proceed swiftly, calmly and provided with proven evidences to satisfy our client's demand. We believe that we have earned undoubtedly of your satisfaction.
3) Our business principal, https://www.dajkgroup.com/business-principles.html, has maintain us as a leader.
4) We look forward working with you for any other profitable and legal business and/or investment opportunity which can be mutually and strategically to benefit beyond our communities and countries.
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