Operations Supervisor - Anonymous employee Access Employee Review

Thank you for your thorough and thoughtful review. I am glad that you appreciate the compensation, benefits and our transparency. We work hard to try to differentiate ourselves in these areas and will continue to do so. I am bummed, however, that you think it is all about the bottom line. Clearly, we aren't focusing on the right things in our communications, but it is worth noting that the company-wide calls you mention are all about our company priorities, which absolutely always include financial performance, but also include a lot about our efforts in the community, our investments in team member development and culture initiatives, improvements in the safety of our team and our achievements in growth with and exceeding the expectations of our clients. I guess to our detriment, I do always note that - according to the IRS and at the highest level - there are two kind of companies in world: for-profit and not-for-profit. We are without-a-doubt for-profit and we need to perform profitably, and our continued profitability allows us to continue to invest in the growth of the company and growth provides opportunity for the Access team and Access clients. Next, you're right that Client Experience is at unsatisfactory levels currently. With all the changes this year to consolidate our client experience function nationally and roll out our new self-service online portal, FileBridgeRecords, our clients have definitely experienced way more friction and challenges than they should be experiencing. I will say that I think our current client experience team has done a great job with all the changes we are going through, but it is time to elevate our game, which notably is our annual theme for 2018. Furthermore, it is worth noting that our company vision to exceed the expectations of our clients, company and community, every day and our mission of advancing how the world manages information with the very best service remain top-of-mind for me. To that end, we are in the process now of recruiting for a new VP of Client Experience to help us elevate our game to meet our vision and mission. Finally, price increases and new services are always a sensitive subject and I appreciate you focusing on them here. I will start with the services we offer are incredibly valuable and expensive to provide and administer - - I don't want anyone to ever lose sight of the fact that we protect and manage information for hundreds of millions of people. This year was the best year ever for collaboration between operations, finance and account management on price increases and new services to better pro-actively communicate with our clients about our services and price increases, but there is always room for improvement and, on that front, we are currently recruiting for a director level position to help us with our pricing strategy. The responsibilities of this position will include improved communication both inside and outside the organization about pricing and pricing initiatives. I don't think (for a second) that the hiring of this position will completely desensitize this subject and nor will we (ever?) behave/communicate perfectly, but it absolutely will help to improve our communication in this area, which does need improvement. Thanks, again, for the thoughtful review and advice to management. I take all feedback very seriously and thoughtful reviews like this will help us get better. As always, please feel free to email me at ralston@accesscorp.com. REACH for your very best, Rob