Dear Customer:

Subject: Satisfaction Survey Feedback

This is an apology for the way we previously handled your inquiry through our customer service department. Our approach to your inquiry was stupid, thoughtless, and painfully out of line with our principles. Lack of respect and attention to detail is on the other side of the bridge that we don’t plan to go back. It is wholly self-inflicted, and we deserve the criticism we’ve received.

While that was a deviation from our stand and purpose, it became an opportunity to utilize this setback and switch it to a greater comeback. We utilized the TWI Job Instruction steps to educate our workforce better, as well as standardize best practices. We’ll continue to challenge our status quo and innovate the way we serve clients. We will use the scar tissue from this painful mistake to improve our customer experience at all levels, one that matches our purpose.

With deep apology,

Panos Efsta
Founder & Managing Director

Tel: (507) 351-4550
Email: pefsta@oeellc.com

Web: www.oeellc.com


Respect for people, while empowering everyone to take risks, experiment frequently, in order to learn and succeed sooner. Coaching an operational excellence mindset, while focusing on the people, and the numbers will improve as a derived outcome. It’s not about perfection, but perfect effort.


Be an inspiration to our clients through scientific thinking, facilitating personal and operational excellence in the process. Help organizations become more efficient by growing the capability of their people.

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2 days ago

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