Carla Rexrode sent a message to David P. King - Chairman, President and Chief Executive Officer of Laboratory Corporation of America Holdings - Email Address that said:
Dear Mr. King,
Is your company to big to fail? The description of your company in portfolios associated with stocks look like a fantastic company.
When is the last time your middle managers checked in with the employees on the frontline/ in the trenches?
I can assure you there is a problem.
Suggestion/ Solution? Have your middle managers spend half a day calling random offices. If it is anything like my experiences they will be shocked.
The consumer has no way of knowing business hours ( Princess Drive in Scottsdale, AZ ) and as I walked in with cell phone in hand ringing I observed a person walking around the front desk. Her job description does not include answering phones because first impression is she is doing everything else. First rule in customer appreciation? Have someone answering the phone during business hours. I can testify that this is a problem through out the majority of offices because I continue to call various locations to find out where to drop off the required specimens to diagnose my disease.
Your loyal employees who are working are obviously overworked because they pick up the slack.
Lets talk about lunch hours? No posted explanation of hours for the majority of locations and those same locations close for lunch?
Check your yelp reviews and you will get the jest of what this email is about.
What you do with the information? Maybe you are to big to fail? But remember we live in a capitalist society and from the bottom up it looks like quite a long fall. Sincerely, Just another customer.
