Essay about Pamela Spencer Case

2183 Words Apr 5th, 2014 9 Pages
Lauren Mordacq
Professor Harden
MKT 440
2 March 2014

Case Summary Pamela Spencer, the manager of HouseMart in Port Madison, New York was confronted by one of the store’s regular customers, Mrs. Kerns concerning the state of her installed cedar fencing after a severe wind and rain storm had hit the area. Mrs. Kerns had contacted HouseMart’s installation manager earlier that morning complaining of her fence leaning at a 45-degree angle and after the installation manager’s inspection, he found that since the fence had been properly installed there was essentially nothing he could do and suggested to Mrs. Kerns that she should contact her insurance company. Mrs. Kerns was unsatisfied with the
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Kerns came to confront Pamela Spencer at HouseMart she had been in contact with the installation manager Dan Zegan about the damage to her fencing. Mr. Zegan had even gone to Mrs. Kerns’ house to personally inspect the damage to the fence and told Mrs. Kerns that the damage was not due to faulty installation and suggested she contact her insurance company (Brown 45). Another important fact in this case is that Mrs. Kerns’ fence was damaged due to a severe September wind and rain storm, but her fencing was installed in April (Brown 45). The next important fact to consider in this situation is the manner in which Mrs. Kerns confronted Pamela Spencer. Mrs. Kerns showed up to the store minutes before the store was closing only to wave pictures of the fence in Pamela’s face while accusing her of ignoring the complaint. Mrs. Kerns even cussed at Pamela while asking her what she intended to do about the mess (Brown 45). One last and important fact to consider in this situation is that Pamela is very familiar with Mrs. Kerns as a customer in her store and has become annoyed with Mrs. Kerns’ attitude and actions, and is letting her personal feelings come into play in her decision about Mrs. Kerns’ fencing (Brown 52).
SWOT Analysis According to Ryan Goodrich from Business News Daily, “The SWOT analysis enables companies to identify the positive and negative influencing factors inside and outside of a company or

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