You've awarded me Top Pro in Houston. I assume I am a good customer you want to keep. Until the promoted search feature was launched, I found your service helpful and useful. But then, your promoted search program was disastrous for my Holiday bookings. For the first time, I received far, far fewer leads than even Gigsalad sent me! I complained bitterly about the precipitous drop in leads (from many the prior year to only a handful) that came my way after you implemented this highly touted program just before my high season. I asked many, many times (8?) for a call-back from the executive responsible for this program so that I may complain directly to the person whose program caused it, but no executive has ever called me to take responsibility for this. I hear only from courteous service reps that, basically, they are the first line of defense and no exec will ever call me. And no one has. My question: am I, a Top Pro in my market, not important enough to receive a call from an executive decision maker when the company's actions have negatively affected my business? Will you not attempt, at an executive level, to understand what I, presumably a valued customer of yours who represents your service to the world in a positive light? If not, why?
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