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In Vitel’s Company, women make up more than half of the customers. Unfortunately, the company is at risk of losing some of them as customers. The company’s management team needs a strategy to save the company from detaching from its customers. The service manager, therefore, came up with a plan to curb the problem. The procedure entails special services targeted at women, including services such as one-on-one instruction of doing it yourself skills and free in-home consultations. The services will help maintain loyal women customers for the good of the company. The company will also offer free in-home consultations to enable the customer to visualize what is possible and design and determine a personalized solution for their home. The in-home consultation assists in developing a solution.
The service manager presented the plan to the management team, but one of the executives opposed the program, most of the groups supported him. The executive gives three points why the management should not carry out the plan. If the program is implemented, customers will build their hopes for more unique services and demand free flooring and carpeting. The service manager disagrees with the executive, saying that there is a backup plan if this happens. The backup plan consists of three steps that deal with the demanding customers (Cavalieri 2023). The first step is to understand the customer’s problem and remain calm since the customer may not understand the impact their request may have on the company (Cavalieri 2099). Understanding the customer’s problem will increase the company’s sales. The second step is explaining the situation to the customer in a way that they will appreciate. It gives a clear understanding of the situation and the customer feels appreciated. Step three is where the problem is resolved by finding a win-win situation, make a “one-time-only” offer or refuse politely. Giving a customer an offer they cannot refuse will make them think the problem is solved. The three steps will greatly assist the company with the demanding customers. The manager should be customer-centric in order to satisfy the customer’s expectations entirely (Cavalieri 2112). Customer satisfaction is the most important aspect in every organization.
The executive also argues that the more members of the management team oppose the idea, the more it makes it a bad idea. However, members can try to reconsider their decision and support the idea. It is advisable to give the new strategy a chance and see its impacts first hand. When the results of the program come out negative that is when the management should declare the plan misleading and should be expelled. Furthermore, the administration should apply the program since it is the only option (Fountaine 67). One cannot completely know if a plan works until members give it a chance.
The executive also points out that the competitors applied the customer service plan specifically for women, but the plan failed. He explains that if the project failed for the competitor, then chances are it may also fail in this case (Fountaine 73). One of the biggest roadblocks to success is the fear of failure. Researchers found that success in the face of failure comes out due to focusing on the results rather than trying not to fail. Successful people in history see failure as a stepping stone to the next stage. Management should not refuse to apply the program because of its negative results in another company. The company should carry out the procedure for a successful outcome (Fountaine 63). The Company should use the best methods to try and implement the idea.
Work Cited
Cavalieri, Sergio, et al. “Service transformation in industrial companies.” (2018): 2099-2102.
Fountaine, Tim, Brian McCarthy, and Tamim Saleh. “Building the AI-powered organization.” Harvard Business Review 97.4 (2019): 62-73.
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