Five Ways to Elevate Workforce Performance
Applying the Noble Enterprise Business Model
A self-paced online course and study guide for those in leadership positions
Sketch 2: Living the Company’s Values in a Noble Enterprise
If you were in Jonathan's position, how would you support the company's values in this difficult customer situation? Click the choice you feel is best and check your answers (opens in new window).
Jonathan received a phone call from Susan, one of CA Connect's sales reps. Susan and another sales rep were in the middle of a difficult customer situation. It started when they were all discussing the details of a proposed business transaction. They were still on the customer's premises when they called asking Jonathan for help. The customer insisted that they lower the price substantially, which they were unable to do. He then yelled at them, using abusive language and insulting CA Connect.
Choice 1
Talk to the sales representative calmly. Reassure her that you feel confident they will handle this situation wisely and tell her to go back into the customer meeting. Assure the rep that you have also encountered people who are very difficult to deal with and have had to make tough decisions.
Choice 2
Tell the sales reps to pack up their materials and leave. Assure them that they don't deserve to be treated with disrespect. Let your sales reps know that at CA Connect, employee respect, both inside and outside of the company, is a company value. Carefully assess whether or not you will do business with this customer.
Choice 3
Remind the sales rep that this is one of CA Connect's key customers. Have the sales rep tell the customer that Jonathan Jones, the CEO of CA Connect, will be calling to discuss this further.