i've been working with a small to medium sized client since 5/22 on a problem they've been having. the issue is somewhere between this office and our FL location. as point man i'd enlisted several others here, going back and forth as the clients primary contact on this side.
we all thought the problem was resolved until yesterday. before leaving work last night i received an email - i was bcc on it - to corporate. straight to the CEO. titled 'two months of problems', it basically stated that no one seemed to know what they were doing. asking that top mgmt get involved it of course included the requisite 'or i'll take my business elsewhere' ultimatum.
spoke to a spvsr who broadcast the emailto all the other spvsr's, sending the case to someone else to take over for resolution.

how would you suggest i face this issue when i go in this morning?

hey not sure I follow, but tell me if I am close.

You have a client which has been having problems. You entrusted others to remedy the situation, question did you ever follow up? did staff ever report to you status of client? Where there any other problems? For anyone to go straight to the top (CEO) vs upper management just appears to me that this client is not too happy with services.

Well, you face it head-on. Go to whomever you need to, explain (without trying to make yourself look good) what you've done and been doing to help the client. That's all you can do. Frankly, if I had a problem for over 2 months, I'd have done the same as your client did. Not necessarily because you don't know what you're doing, but having the same unresolved problem for 2 months is devastating to many businesses and fresh eyes can often see things that may have been overlooked. Probably someone new should have been brought in long before now.

Look at this is a learning opportunity for you. Don't get defensive.

I hope you kept records showing what you did to resolve the problem, if so take them with you, and trust no one.

i was the first contact on this end. as it became evident that the problem was out ofmy reach i enlisted 3 others who are more familiar. i remained in constant touch, via callbacks and emails to try to get a resolution providing steps that the higher level guys (and girl) gave me.
it's just one issue.
the case is being handed to one of the guys that helped fromthe sidelines.

Sucks, but it doesn't really look like you accomplished what you set out to do. You and other staff reported to each other, but who kept in contact with client? Why in 2 months could this clients issue not be resolved?

Not sure what direction to take this as I don't know what the issue was, but I agree, one faces problems head on. Don't play pass the buck.

from the clients perspective, you're right. it is a long time on a sensitive area. i empathize with them. truly. its what makes me halfway decent at my job. i love makeing the issues go away.

i should have sent it upstairs long ago but thought we were resolving it.

srry if i sound defensive. im more aprehensive. never received such a scalding comment on my efforts before, and this one all the way to the top. more often i get glowing feedbackand for better or worse i live to know i've done well.

i kept very detailed records of every contact, discussion with those i enlisted and steps that were taken. those docs gointo a db that everyone in the org can see.

i'm not up on corp politics and am concerned about being the fallguy here. and what might happen to the goat in situations like this.

not being a buck passer is what got me here unfortunately. i held on, staying in contact with the client though - looking back- i was in over my head.
the problem is somewhere between two systems that should communicate but were complicated by the clients change in ownership of the account.

I'll tell you what both customers and employers like, someone who is willing to accept responsibility and own up to and rectify mistakes. Chances are if you go in and say "this is what I did but I see now that I could've done "X" differently/faster/better," people will be impressed with your integrity and responsibility. You may end up being the "fall guy" but in the long run, it most likely won't be anything more than a minor blip in your career.

thanks for stopping with advice- all of you.

one last question.

the spvsr i spoke to yesterday suggested that i ignore the email under the guise of i'd left for the day when it was sent. though i complied i didn't think that was right. though i should reply with an apology for the time its taking,assuring the client that we were diligently trying for a resolution.also noting to him that the case is being pushed up.

should i email the client today?

should i also reply to corporate?

thats exactly what i thought to do.
is the 'minor blip' the way it works in corp? i've never worked in corporate america before thanks to all the politics i'd heard about. i've been here 3 yrs now and this is the first and only client-justified neg i've faced.

thanks again.
its time i got started in.
wish me luck!

I honestly don't know, every corporate culture is different. For some, this is a firing offense (very few, probably), for others it won't even merit any kind of notation in your personnel file. I'd say you know your company better than anyone here could, how do they normally handle this type of situation? Do you have a high turnover rate? Low morale? All these things can help answer any questions. Or better yet, go to a supervisor you trust and ask.

Either way, act with integrity and you'll be able to live with yourself

there have been economic layoffs recently. i don't know what the norm is. i've seen plain old negligent or dishonest staff get 'walked out' but i stay out of the loop on most anything that doesn't involve my job so i dont know what the norm is in situations like this.
my spvsr is back from vacation today and she'll be the first person i speak to.
in the end, you're 100% right, my integrity means a lot to me. let's hope i can still feed it at days end :)

GOOD LUCK!!!

Suz gave you some awesome advise

THANKS!!