Complaint Review: Robert E. Woish CPRW - Internet

Durrell Lax is a threat and a problem for our business. Lax was offensive, confrontational, and abrasive throughout the service cycle, despite many attempts to satisfy his disruptions and continual demands.

Despite the tact and diplomacy exercised in attempting to appease his inflammatory nature, some people just refuse to cooperate or accept excellent service including much extra effort for the “Squeaky Wheel” with appreciation.

Lax called to have a resume prepared and we went through the normal process of evaluating his background and discussing his accomplishments. During this interview Lax exhibited a condescending attitude because as he put it, I should know what he does without his input and after all, this is why he hired our services. I reminded Lax that this is a collaborative, cooperative project requiring input from him. The resume strategy and presentation of the document are my areas of expertise. Lax became belligerent and abrasive. After tolerating much condescending attitude, a great resume was finished and Lax sent an email stating he was "accepting this as a final version."

A few days later I received a threatening email from Lax vowing to do as much damage to our business as possible. This after I accommodated his every demand, no matter how demeaning. Putting the customer first after all is just good business practice.

Lax’s file was immediately blacklisted as a problematic and confrontational individual with an out-of-control ego.

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Class A Resume is a high quality, Certified Professional Resume Service and long-time affiliate of the Professional Association of Resume Writers and Career Coaches, the most highly respected job-seeker assistance organization in the world. Class A Resume adheres closely to the PARW’s Code of Ethics and Customer Satisfaction Guarantee and has a very high customer satisfaction rate. Class A Resume is well respected in the job search document creation community and continues to receive a large number of referrals from over 21,000 satisfied customers. An outstanding reference on Class A Resume is available by contacting the PARW at parw.com.

Durrell Lax of Glen Burnie, Maryland is an IT technician/engineer specializing in networking and Information Assurance Vulnerability Management.

Lax called to have a resume prepared and during our intake discussion Lax exhibited a condescending attitude because as he put it, I should know what he does without his input. I reminded Lax that this is a collaborative project requiring input from him. The resume strategy and presentation of the document are my areas of expertise.

A first draft was created and sent to Lax along with the usual instructions on submitting changes. Instead Lax sent back a stripped down, de-formatted document with his desired changes within. To accommodate his demands, the document was repaired and the requested revisions were incorporated. Lax demanded many changes (not requested, but demanded) which were not advisable based on current employment market conditions and proven technique. However I did advise him on proper strategy, but also conceded that it is his resume and so once advised, his decisions would of course be honored per our Customer Satisfaction Guarantee. As such many of the ill-advised decisions remained on his insistence, and then he complained in this forum that “value was not added.”

Lax complained that he did not like the process as it was imposing on his time, so I told him I was there to make sure that he was going to be a “happy customer.” He repeatedly corrupted the formatting of the work-in-progress resume (yes, he had made it a mess – and more than once), necessitating much rework and extra time done as a courtesy at no additional fee. Throughout the process, Lax was treated with professionalism and patience. Finally Lax sent an email approving the latest version and “accepted this as a final product.”

A few days later I received a threatening email from Lax. This after I accommodated his every demand, no matter how condescending and demeaning. Putting the customer first after all is just good business practice. However, there is such a thing as someone who cannot be pleased.

Lax was not advised to “never” refer to previous documents and this claim is 100% false. He was only alerted to the fact that our discussion was key (content is based on feedback from hiring managers) and his previous resume would be re-introduced as secondary information after our Career Evaluation Interview had been completed, but we didn’t want to simply re-hash an old resume that had not been created in alignment with current job market requirements. This is the same advice I give to all my clients and the Career Evaluation is the appropriate time to coach my clients through the process of identifying the skills, expertise, and achievements that qualify him or her for the desired career track. This was another area in which Lax became impatient and did not want to cooperate.

Still after much distress the best resume possible was created for Mr. Lax under very difficult conditions, and as I said to him as we concluded our business together, I had hoped that in time he would realize the value of my input to the process and appreciate the extra effort made to do everything he wanted, expected, and demanded. And now, we have a black eye after 21,000 very satisfied customers who continue to return for updates and send referrals based on the professional quality of our job search documentation products.

Copies of the file as de-formatted and returned by Lax, and the resume prepared for him, are provided. You be the judge.

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