Access reviews

Thank you very much for such a great and pointed review. You make some very astute observations about our growth and development as an organization. This kind of feedback is very helpful. There certainly have been a lot of changes as we have moved from a general/branch manager model to a more functional model. I, too, believe that it is the right move for the company at this time, but it certainly tests my entrepreneurial roots when I see the development of bureaucracy in certain areas. Maintaining an entreprenuerial culture is important to me and I hope to continue never lose sight of our scrappy, less-corporate roots, while also implementing the right amount of structure to reduce further growing pains as much as possible. Additionally, as you note, there is a lot of opportunity here at Access, especially as we continue to evolve and grow. I firmly believe that growth provides opportunity - and we won't stop growing...so, there will be plenty of opportunity, always. I appreciate your description of the productive and positive intent behind the balanced scorecard and stack rankings. The idea behind the stack rankings is definitely intended to create a clear picture of differences in our operations. We still have a lot of economies of scale to realize and will do so as we continue to standardize our operations and the stack rankings and balanced scorecard are intended to help us focus our efforts and investments in the right areas. Finally, I am in violent agreement on the annual summit. I love the summit and agree more that it is critical to our success. Thanks again for your review - and sorry for the delay in posting a reply. Keep REACHing, Rob

Thanks for the review here. I am glad you appreciate that you got paid for the work that you did, which is a very low standard for a “pro”, unfortunately, but I suppose there are places out there that do have trouble making payroll, so we are fortunate not to have those issues, I guess. I do not know where you worked or what you did for us, but this review is simply way too negative for the entire company. I understand you feel this way, but I am never condescending and/or rude to team members or customers and do NOT condone it, EVER. Also, we do not over charge for our services. I acknowledge that we are not the low cost provider in our industry. We have never intended to be the low cost provider and we have always strived to provide the VERY BEST SERVICE to support having higher prices. Our mission statement would not include “the very best service”, if we did not care about service. The Access vision would not to be to “exceed the expectations of our clients, company and community every day”, if we did not care. Do we provide the very best service? No, not right now. Do I believe we should? Yes. Have I ever done anything to prevent the company or anyone in the company from providing the very best service? Not intentionally, and not that I am aware of. Are we investing in our client experience team and function to improve our client experience? Yes. You also state that we do not care and that we do not allow team members to give good customer service and I am really disappointed and sorry that you feel this way. I do care about both customer service and team members and I am shocked that anyone would think that I do not, but that is my fault for not being more visible and communicating more directly. It is also my fault that anyone at Access feels that we would actively prevent any Access team member from doing so..Honestly, I am not even sure how to go about doing such a thing? Finally, we do communicate a lot with our team members. We have company wide calls where we share way more information than most private companies – we share openly our financials, successes, shortcomings, wins, losses and information about upcoming events. We used to hold these FACTS Scoreboard calls monthly and record them for everyone to watch – and I even suggested that everyone must watch them, but the feedback we got was that not all the information was relevant and that not everybody wanted to watch or listen to the recordings. We also publish a quarterly newsletter for both clients and team members. So, I guess it is just frustrating to hear that we should communicate more, especially when we do try to communicate and team members do not want to invest the time to listen or watch what we do put out there. However, as I think about that deeply, that puts it back on me to create communication that is relevant, important and enjoyable for team members. This is my responsibility and we will continue to improve internal communication efforts and this is a good reminder of that. As an example of a recent experiment on this front, last month I started recording and publishing selfie videos, which are very uncomfortable and quite challenging to do, in an effort to communicate more and you can see them here, if you are interested. https://vimeo.com/255321256 In summary, this review was tough to read and also hard to respond to, so I probably struck more of a defensive tone that I would like, but I feel compelled to protect what we have created here at Access, which is not perfect, but is a heck of a lot better for many people – both clients and team members - than I believe the picture your review paints. Thanks again for your review and I am sorry you feel the way you do about Access and how we treat our 2,000 team members and over 20,000 clients; I take it personally and it bums me out. I genuinely hope that you are in a company and a position that makes you happier than we could and thanks again for the review, Rob