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To be fair, I don't think the district manager would likely have been totally engaged in what he'd view as babysitting an irate customer. Now if Paul had also o
by darkerside 8y ago
To be fair, I don't think the district manager would likely have been totally engaged in what he'd view as babysitting an irate customer. Now if Paul had also offered to accompany the tour, there you're getting meaningful engagement.
- jacquesm 8y agoI don't know about that. If it was just to 'babysit an irate customer' that would be one thing, but there is a fair chance that the CEO would have required a debrief after the tour to get a handle on whether the letter writer had a point. A district manager's time isn't free and you don't throw away resources like that as if they are customer support. Also: Paul may simply not have been the right person to be there because he's too far removed from the floor to make a meaningful contribution. Delegation to the right person in the org is the hallmark of a good manager.
- lozf 8y agoAn "irate customers" time isn't free either. Plenty of reasons why one might take the time to write a complaint but decline the opportunity to provide free consultation in person. The company should be grateful for whatever "help" (or pointers to improvement) they can get - even if it's just a letter - way more preferable than a rant on the phone or slating on social media.
- ordinaryperson 8y agoAgreed. That was my perception of the offer.
- deleted 8y ago[deleted]