Author Question: You recently hired a catering service for an important awards ceremony for the members of your ... (Read 51 times)

Lobcity · **on:** Jun 23, 2018

You recently hired a catering service for an important awards ceremony for the members of your organization. Some of the menu choices were poorly prepared and the service was slow. You were dissatisfied with the service and would like to send a message to the owner of the catering business. How would this owner benefit from your constructive criticism? What tone should the message have?

Question 2

Discuss the implications behind the statement that the customer is always right in light of the fact that a company must at times deny a customer's request.

macagnavarro · **Reply #1 on:** Jun 23, 2018

Answer to Question 1

The owner of the catering business can benefit from your constructive criticism and correct the problems to avoid losing future business. The owner can try to determine the reason for the poor food quality and make changes to the menu and preparation of food. Problems with the actual service can be improved with additional training or hiring new, better qualified employees. Rather than loose future business, the owner can benefit from your comments and improve the quality and reputation of the catering company.

Answer to Question 2

The customer is always right philosophy has been readily accepted since a company wants to satisfy its customers and clients. Companies are in business because of consumers and clients continuing to buy their products and services. But a company would not be in business long if it continued to honor claims in which the customer is clearly wrong. The customer has a right to make a claim, but it is the company representative who has to decide the basis of the claim and to make a fair decision.

Additionally, a company has to share negative organizational news from time to time, but keeping employees informed about the company performance is another way to assure the workers that the company is doing the right thing in preparing them first for any major change in its operations or staff reduction. Doing this shows sensitivity and care for the employees and provides an opportunity to build employee trust and loyalty.