My P.C. is back!

[MadMadge43]

Alright, so many of you remember the continuing saga that is my problem child (PC) at work. He's been keeping a low profile and hasn't caused much of a stir as of yet, but today my mouth just dropped.

As you know I work for an Search Engine Marketing company that specializes in hotels. PC is constantly hitting up his clients for free room nights for family and friends, a practice that I very much frown upon and have told him so many times.

PC called me over to his computer while he was on the phone with one of his clients (who had called me a few weeks before and requested that I attend the meeting that he was having with them because they felt I could explain procedures better to them). He was on the Expedia site and showing me how they had rates from $84. I explained to him that it was a "from" price and he needed to check actual dates to see the correct price. Client asked to talk to me, I explained to her that of course it was a "from" price and the hotel guest who wanted the $84 rate would have to book it through Expedia if it was available. It was not available through Expedia and that's why the hotel guest was calling. Well it turns out that the "hotel guest" calling to ask for a better rate was none other than PC himself. I apologized to client and told her not to worry about making the reservation and that I would take care of it on our end.

I asked PC why he was calling the client demanding a lower rate than what she had offered him and he just kept saying, but it says from $84 right there. I told him that not only was it unprofessional to ask favors of clients, but he now showed her that he didn't even understand how a major part of the hotel's market segment works and that I was very unhappy that he called her at all. He kept trying to laugh it off saying, it was ok, that everyone understood. I told him that no, he didn't understand what damage he had just done to is authority on the subject that we are supposed to be experts at. I also told him that he is not to ask one other client for a discounted room rate under any circumstances.

My question: This particular contact is not thrilled with him to begin with, should I e-mail her on Monday and apologize and tell her that I am here any time she has any questions or concerns that PC can not answer, or should I drop it with the client?

I am obviously very frustrated.

[Chocolate Cake]

he now showed her that he didn't even understand how a major part of the hotel's market segment works and that I was very unhappy that he called her at all.

Ya know....soliciting favors like this is typically grounds for termination.

Add in the fact that he has just totally undermined your client's confidence in your business (not to mention the crap he's pulled in the past) and I'd say that firing is a complete no-brainer.

Get rid of him already.

And.....yes, call your client on Monday, but only if you can tell her that you are giving her a new account rep that can better serve her business.

[Verruca]

My question: This particular contact is not thrilled with him to begin with, should I e-mail her on Monday and apologize and tell her that I am here any time she has any questions or concerns that PC can not answer, or should I drop it with the client?

Absolutely call her and tell her that you (or ANYONE other than this doofus) are her new main contact person.  I don't think you should apologize for him the way you'd apologize for a boorish relative or friend - maybe instead frame the apology in a more businesslike way, as in, "I wanted you to know that we don't approve of that type of customer contact.  PC will not be working on your account any longer.  Instead, here's my direct number..."  And I'd call, rather than e-mail - it's more personal and it will come across as better customer service.

The pity will be that you won't be able to tell her that he's no longer with the company.

[artk2002]

Madge... I must have missed the earlier postings.  Is PC a direct report to you?  It sounds like he needs some serious corrective action.  For your own good (whether he reports to you or not), please document everything that he does.  He sounds like a business disaster in the making.  You've just seen a major fore-shock and you don't want to be around when the earthquake really hits.

[Bijou]

Alright, so many of you remember the continuing saga that is my problem child (PC) at work. He's been keeping a low profile and hasn't caused much of a stir as of yet, but today my mouth just dropped.

As you know I work for an Search Engine Marketing company that specializes in hotels. PC is constantly hitting up his clients for free room nights for family and friends, a practice that I very much frown upon and have told him so many times.

PC called me over to his computer while he was on the phone with one of his clients (who had called me a few weeks before and requested that I attend the meeting that he was having with them because they felt I could explain procedures better to them). He was on the Expedia site and showing me how they had rates from $84. I explained to him that it was a "from" price and he needed to check actual dates to see the correct price. Client asked to talk to me, I explained to her that of course it was a "from" price and the client who wanted the $84 rate would have to book it through Expedia if it was available. It was not available through Expedia and that's why client was calling. Well it turns out that the "client" calling to ask for a better rate was none other than PC himself. I apologized to client and told her not to worry about making the reservation and that I would take care of it on our end.

I asked PC why he was calling the client demanding a lower rate than what she had offered him and he just kept saying, but it says from $84 right there. I told him that not only was it unprofessional to ask favors of clients, but he now showed her that he didn't even understand how a major part of the hotel's market segment works and that I was very unhappy that he called her at all. He kept trying to laugh it off saying, it was ok, that everyone understood. I told him that no, he didn't understand what damage he had just done to is authority on the subject that we are supposed to be experts at. I also told him that he is not to ask one other client for a discounted room rate under any circumstances.

My question: This particular contact is not thrilled with him to begin with, should I e-mail her on Monday and apologize and tell her that I am here any time she has any questions or concerns that PC can not answer, or should I drop it with the client?

I am obviously very frustrated.

I am confused and just have to ask.  Who was the client?  The guy at his desk (your PC) or the caller on the phone?

[MelJill]

I'm pretty floored--I'm not even employed anywhere near the hotel industry and I know that the "from" price is a low ball that is almost certainly not going to be the rate that I'll get (given that I'm traveling with a family that consists of 2 adults and 4 children).

I think it would be best that the client be phoned w/ an apology and information that PC is no longer the account rep.  I don't think, if I were in the shoes of the hotel in question, that much less than that would be satisfactory.

[IndianInlaw]

How mortifying!  It's a wonder the client stays with your company.

It's a wonder this clown hasn't been fired.

[Tabris]

Call.

Pull the account from PC and give it to anyone else, up to and including the family dog.

When I worked with sales reps, they had accounts change hands all the time. If you've got a low performing account, trade it with him or something. But definitely take that account off his hands and document exactly why before issuing a memo to everyone above you to explain why you were forced to make this decision.

If you can't fire him, you can slowly remove his commission-generating accounts until he moves to a new employer on his own. Isn't that the time-honored means of jettisoning someone you can't fire?

[MadMadge43]

I am confused and just have to ask.  Who was the client?  The guy at his desk (your PC) or the caller on the phone?

I re-read this and I did make it sound confusing because I was talking about one of our client's clients and using the same term. I am modifying my original post to read hotel guest. Thanks for the heads up.

[kareng57]

Alright, so many of you remember the continuing saga that is my problem child (PC) at work. He's been keeping a low profile and hasn't caused much of a stir as of yet, but today my mouth just dropped.

As you know I work for an Search Engine Marketing company that specializes in hotels. PC is constantly hitting up his clients for free room nights for family and friends, a practice that I very much frown upon and have told him so many times.

PC called me over to his computer while he was on the phone with one of his clients (who had called me a few weeks before and requested that I attend the meeting that he was having with them because they felt I could explain procedures better to them). He was on the Expedia site and showing me how they had rates from $84. I explained to him that it was a "from" price and he needed to check actual dates to see the correct price. Client asked to talk to me, I explained to her that of course it was a "from" price and the hotel guest who wanted the $84 rate would have to book it through Expedia if it was available. It was not available through Expedia and that's why the hotel guest was calling. Well it turns out that the "hotel guest" calling to ask for a better rate was none other than PC himself. I apologized to client and told her not to worry about making the reservation and that I would take care of it on our end.

I asked PC why he was calling the client demanding a lower rate than what she had offered him and he just kept saying, but it says from $84 right there. I told him that not only was it unprofessional to ask favors of clients, but he now showed her that he didn't even understand how a major part of the hotel's market segment works and that I was very unhappy that he called her at all. He kept trying to laugh it off saying, it was ok, that everyone understood. I told him that no, he didn't understand what damage he had just done to is authority on the subject that we are supposed to be experts at. I also told him that he is not to ask one other client for a discounted room rate under any circumstances.

My question: This particular contact is not thrilled with him to begin with, should I e-mail her on Monday and apologize and tell her that I am here any time she has any questions or concerns that PC can not answer, or should I drop it with the client?

I am obviously very frustrated.

"Frowning on" the practice of hitting up customers for free hotel-stays isn't enough, obviously.  The company needs to have a firm rule in place that it's not allowed, period.  Failing to observe this would be clear grounds for insubordination.

For the client - I would simply notify her that the account is being transferred to Rep ABC, effective immediately.  I wouldn't go into details beyond that, she knows anyway.

What's PC's sales performance like, anyway?  It sounds as though it probably isn't good if he spends most of his time trying to cop deals from clients, rather than serving their needs.

[platys]

I know where I currently work, we have an ethics policy that says asking favors of clients is grounds for termination.  In fact, under Sarbannes-Oxley (if you are a publically traded company), you can get yourself and the company in massive trouble for that kind of behavior.

[Sterling]

Most places I have owrked have had rules in place where we could not ask for or accepted gifts, discounts or freebies from clients.

I worked for a bank and handled an account for a resturant that was opening.  I could not accept a free dinner gift certificate because of company policy.

your company should have a rule like that.

[Athos_000]

Wow! I agree with the others that say pull PC off this account and phone them. From your other posts I know that there have been many problems with this employee, I would really look into what grounds you have for termination. This kind of "customer service" will seriously hurt your company!

[MadMadge43]

Thanks for your back up! As you know this is a public forum so discussing disciplinary actions of any sort would not be a wise move.