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Full-Text Articles in Practical Theology
When Do You Fire Your Customer? (Case Study), John Beckett
When Do You Fire Your Customer? (Case Study), John Beckett
Theology of Work Project
The senior management of Software Dynamics, Inc. had just completed its Business Roadmap, spelling out SDI’s Vision, Mission, Values and Guiding Principles. One section described the company’s position toward its customers: “We realize we are dependent on close relationships with our clients, and will go the extra mile to assure we are meeting their requirements and serving their needs.” Shortly after, the purchasing agent for one of SDI’s largest customers asked to meet privately with Paul, SDI’s sales manager. It was soon clear he wanted more than good service, delivery and competitive pricing. He wanted a personal “commission,” a percentage …
The Frustrated Customer (Case Study), John Beckett
The Frustrated Customer (Case Study), John Beckett
Theology of Work Project
It had been one of those long, aggravating days—the kind where the nerves of everyone in the company were on edge. At least it’s almost over, thought Carlos, the customer service representative for Ace Windows and Doors. Just as he reached for his coat, his phone rang. “I’ve tried for half an hour, and I can’t get your Model SD 92 storm door to lock properly,” said the frustrated customer. Carlos knew this complaint and knew instantly the caller hadn’t even cracked the owner’s manual. “Listen,” said Carlos, “I’ll just bet anything you haven’t read the instructions that came with …