Our dept reorganized and now there is a new person who is handling my customers.

Anonymous

November 6,2023 at 5:51PM UTC

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Our dept reorganized and now there is a new person who is handling my customers. I have built long-term relationships and my work mode is high touch and timely responsiveness.

This person is very nice and well-liked, but has also been known to not follow-through on emails and being proactive. What can I do to ensure my customer needs are taken care of? No one is happy about the change!

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AnonymousNovember 6,2023 at 7:02PM UTC
There probably isn't anything you can do without stepping on toes. Those damaged relationships are your boss's problem now. You can offer help generically, but nagging about emails or telling them what to do won't be welcome.
AnonymousNovember 6,2023 at 7:22PM UTC
It would be highly inappropriate to dictate someone else's work style. I would suggest you stand down and allow your customers time to adjust. Your opinion on the change of leadership and another person's style is just an opinion and your judgment. Don't insert yourself into someone else's new responsibilities and i would suggest keeping your opinions to yourself. Don't instigate. It's not professional. It's purely personal.
AnonymousNovember 6,2023 at 7:58PM UTC
In a reorganization leadership can make the decision to align certain responsibilities with certain individuals.
It was decided that you are not critical to your clients. Your role was changed and you are no longer need in that role. Allow the new individual time and space. Those client experiences are now their concern. Unless you are in a supervisory position over the customer experience, please don't meddle. Your attention is needed elsewhere.
AnonymousNovember 7,2023 at 2:26PM UTC
The simple answer is nothing. Running interference will never end well. If you get contacted by email from a customer, reply that you will pass the information on to their new representative with copies of the reply to the new person and their/your boss(es). If they call you, email and copy the same people (but not the customer). It is out of your hands now, and I know that you care about your former customers, but for some things, you have to let go. The new person will either get their act together, or your company will make changes to fix it. The customers may leave for a competitor, but you don't want to be in the middle of that fall-out (trust me on this one, been there, done that, have the scars).
AnonymousNovember 9,2023 at 5:23PM UTC
I ran into this when I worked as an assistant to a financial advisor. Some of clients who had smaller investment portfolios were given to a newer financial advisor. This was a decision that was made by the company and I had nothing to say about it. Being that I was the point of contact for many of these clients, they still continued to call me and were not happy to learn they were assigned to a new advisor without having any input and some even demanded to be reassigned back to their old advisor. When I was honest with them and told them that old advisor had transitioned to only working with clients that had a certain size portfolio and talked up the new advisor by saying "He was great and will do a good job for you," this made them happy. In general, people just don't like change but can learn to deal if they have to.