Why should take regals past performance record

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Reference no: EM133354936

Assignment:

During the past years, Joe has worked part time at Regal, at first delivering arrangements and for the past year creating arrangements and managing the shop. Mr. Boyle stopped by first thing this morning, just as Joe were opening the store. He was irate, demanding to know what happened with the arrangement delivered yesterday to his assistant for Secretary's Day, and swearing he would never patronize Regal again. Apparently, he had phoned in the order last week. The order was taken by a former 16-year-old, part-time employee, who has since resigned. According to Mr. Boyle, he had ordered a small arrangement with carnations and various other bright spring flowers for his assistant.

Instead, his assistant received a dozen red roses along with a card, on the outside of which was a border of little hearts and the statement "Thinking of you." Inside the card was a message intended for his wife: "I do not know what I would do without you." Unfortunately, Mrs. Boyle had dropped by Mr. Boyle's office and was near the assistant's desk when the flowers arrived, saw the card and flowers, and was quite upset. Rumor has it that Mr. and Mrs. Boyle are having marital problems. Joe was the only person in the shop when Mr. Boyle came in. Answer these questions.

Critical Thinking Questions

1. Should Mr. Boyle should take Regal's past performance record into consideration? Why or why not?

2. What listening skills should Joe use in this situation? Why?

3. What can Joe possibly do or say that might resolve this situation positively?

4. Based on the information provided, what other way might someone have reacted in this situation if they were Mr. Boyle? Why?

5. What could Regal say to convince Mr. Boyle to continue to do business with the company?

Reference no: EM133354936

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