The ongoing argument concerns the belief that the customer is always correct. In this particular instance, a home improvement store is dealing with an unsatisfied customer who is unhappy with a fence provided and installed by the store. The customer desires for the store to replace the fence. Nevertheless, if the store agrees, it could negatively affect its quarterly profits and potentially influence employees' bonus opportunities.
Pamela's commitment to customer satisfaction prompted her to replace the fence. As Assistant Manager at House Mart, she was determined to make the store profitable. To achieve this goal, she made several changes, such as letting go of employees she deemed unnecessary. However, replacing the
...fence would essentially undo all her efforts. Generally, businesses aim to present themselves as always prioritizing customer satisfaction, but their main objective is profitability.
Pamela should personally inspect the fence and assess the cost of the damage. If the damage is significant enough to affect the store's profitability for the quarter, I suggest compensating Mrs. Kerns with a future purchase. This way, she will be compensated for the damages and will also return to the store for another purchase, as she originally requested a resolution without necessarily replacing the fence. Additionally, considering that Mrs. Kerns insisted on buying the fence on sale, there are limitations to how much the store can do to satisfy a customer.
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