50 Case Studies for Management and Supervisory Training

Case 32: “Well, excuuuse me!”

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Case 32 (continued)

Case Discussion:

“Well, excuuse me!”

Summary

The owner of the Samson and Son Plumbing Company received a letter from a very unhappy

customer, Alan Johnson. Included with the letter was a summary of his experience with the

plumbing service he had received at his house. The customer promised never to use their services

again and that he would advise others to do the same.

As Alan explained it, he had several problems that needed a plumber’s attention after he and

his wife remodeled their bathroom. When he called Samson and Son, Alan was pleased to learn

that the company could send a plumber to his house that afternoon.

When Alan answered the front door, there were two plumbers there. They were less than

polite as they entered the house and were unresponsive and rude to Alan as he showed them the

bathroom projects. After a very short time, Alan was just about ready to tell them to leave

because of their attitudes and behavior. The younger man, who was doing all the talking, was

abrasive and dictatorial. The older man made no contact with Alan at all.

Alan finished showing the tasks to be done, then went downstairs to do some work on his

own. He heard the men working together, apparently in an abusive and argumentative fashion.

Alan began to think that they did not like each other.

At one point, the older man told Alan that there could be a problem on one project: some tiles

might be knocked loose, and they wanted his approval to proceed. Alan, feeling little choice in

this bad situation, said to go ahead with the work. He expected disaster.

Finally, after about an hour and a half, the plumbers finished. They were more cordial now.

However, Alan noticed that parts of the job were still left undone and that they had only partially

cleaned up after their work. The older man, presenting the bill to Alan, indicated what Alan could

do to fix the problems. The plumbers then left.

Answers to Case Questions

1. What should the owner of the company do upon receiving this letter?

First he should call Alan Johnson and apologize. He should also offer to send over his bes

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plumber at a time of the customer’s choosing to examine the unfinished work and complete i

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at no charge.

Some service specialists recommend stronger actions, like a partial or full refund or a vouche

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good for an equal amount of service at a future date. The owner should follow this communi-

cation with a letter of apology.

Second he should ask the two plumbers to describe what happened during the visit before

showing them the letter. When he has heard their explanations, he should let them read the

letter and ask for their reactions.

Barring a convincing rebuttal from them, the owner should clearly communicate that thei

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ehavior was inappropriate and unsatisfactory. Suitable disciplinary action may be indicated,

which might include a personal letter of apology from each plumber to Alan Johnson.