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What's Wrong with Work?: The 5 Frustrations of Work and How to Fix them for Good by Blaire Palmer

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Chapter 2. Frustration 2: Mis-Leadership

It was the third product recall in as many weeks. The first time, Larry had been enthusiastic about communicating the company line to his customers, confident that the recall was happening for all the right reasons. A flaw in one component had been noticed and although there was no proof the product would malfunction, the company was doing its due diligence and asking all its customers – large high-street stores and out-of-town "sheds" – to remove the items from their shelves and return them to the supplier for a full refund.

In fact, Larry felt even more loyal to his employer because it seemed to be taking its relationship with customers so seriously.

The second time it happened he felt less positive. Having just told customers there would not be any more recalls and that the first was just evidence of the company's high standards, he had to go back to them again about a different product and repeat the same message. He felt that trust between himself and the customer was being tested and it was just as well he had built such strong relationships over the last five years. What annoyed him just a little was that the story had been broken not by his senior manager but by the press. Customers were already ringing him on the phone before he was ready with a message to give them. And, instead of his boss calling the sales team together to explain the latest product flaw and work with them to agree a strategy for keeping customers satisfied, he ...

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