I run the CX program for a commercial mechanical services contracting company in the Pacific Northwest. We have to let a team member go that has a lot of interaction with our clients, and this employee is most likely going to one of our competitors. This is after six other employees have gone to that competitor - and they've since been successful at bringing over accounts with them.
We'd like to inform our customers of the staffing changes in a positive light to reduce the likelihood they'll continue to follow these employees to our competitor. Do you have any suggestions on the best way to manage this communication? Any ideas and insights would be extremely helpful.
Thank you!
------------------------------
Kelly Johnson
Customer Experience Manager
MacDonald-Miller Facility Solutions
Seattle WA
206-763-9400
------------------------------