Presto Cleaner Case Study

Improved Essays
Mr. Shelton is upset because of many reasons. Presto Cleaner failed both in the service and with the customer. For many years he has been a loyal customer of Presto Cleaner’s and he didn’t received the treatment he deserved. Even if he tried to contact the company several times, he didn’t received an answer nor a call. He’s trubled because of the lack of communication between the company and customers. According to him, Presto Cleaner didn’t try to understand or solve his problem and at the same time it didn’t give any explanation of what wa happening to make him feel better.
He is upset because of:
• The loss of his clothes
• The lack of customer service
The first one comes from an organizational problem as the program has been tested only
…show more content…
In conclusion, to make up for all these mistakes, Mr. Sewickeley should send a letter of apologize signed by both him and Mr. Hoffner. In this letter he should underline that what happened was inadmissible and unacceptable and Presto Cleaner doesn’t want to lose Mr. Shelton as he’s an important client for the company. Moreover he should agree to reimburse his clothes or at least part of them.

One of the most important goals of a company is the satisfaction of clients. Every company should take care of its customers and offer them the best experience.
In order to offer an excellent service, Presto cleaner should introduce
• periodical surveys to monitor customers’ level of satisfaction
• a training program for employees
Survey is an easy and quick way to know people’s experience with the company service. It’s the best way to take information from customers by sending an e-mail. This information allows companies to find and prevent errors and complaints. Actually surveys highlight the parts that need an improvement in quality and the areas to focus its energy and on which spending time and
…show more content…
Sometimes the service offered by a company doesn’t satisfy customers’ requirements. In order to join up with customers’ concept, managers can refer to Service Gaps Quality. There are 5 main gaps.
The first one is between customer expectations and manager perception. It occurs when management doesn’t understand what the client really need. It comes from the lack of communication and relationship. With accurate marketing researches it can be reduced.
The second gap goes from company perception of customer expectation to service quality specification. Managers need to explain to employees what they should do and therefore/consequently make sure to provide a successful service. It may be caused by insufficient planning strategies in PDCA method.
The following gap is between service designs and standards and service delivery. It may get worse if employees aren’t qualified or properly trained.
Then the fourth refers to the distance between service delivery and external communications to customers. Actually the company make promises that cannot be

Related Documents

  • Improved Essays

    Case Study: Draingo

    • 1397 Words
    • 6 Pages

    Given that analysis, how could you make the proposed reward system work better? One of the major issues present in Cooper’s solution is employees must feel that the level of effort they put into their job will result in reaching their performance goals. While the monetary reward is enticing, without proper training, the order processing clerks will find difficulty attaining their goals, and will not be motivated if they feel they lack sufficient knowledge to drive performance based on their efforts. The primary issue the plumbers and plumbers assistants face is related to the misallocation of resources to jobs. Since this is not an activity they even contribute to, their customer service performance cannot directly be attributed to their efforts.…

    • 1397 Words
    • 6 Pages
    Improved Essays
  • Improved Essays

    HRIS Case

    • 834 Words
    • 4 Pages

    In contrast, in the case of outsourcing, reversing the decision might become difficult as it will be difficult to get hand on well-trained staff. Therefore, the loss of tacit knowledge which occurs due to outsourcing may be irreversible (Ellram, Tate & Billington, 2008). In addition, some contracts may not allow termination at short notice. Summarizing, the outsourcing decision should be evaluated well. 4.4 Acceptability In both cases (HRIS and outsourcing), the company needs to ensure and communicate that the employees data is secured from misuse.…

    • 834 Words
    • 4 Pages
    Improved Essays
  • Improved Essays

    Case Study: SAS Institute

    • 987 Words
    • 4 Pages

    The surveys are conducted to analyze the work of fellow employees and the management. There are both pros and cons of employee survey. The survey should be conducted for a productive reason to get valuable feedbacks from the employees. Some of the risks associated are, due to differences among the workers the survey statements are misunderstood by the employees and a genuine feedback is not given. Surveys are important for the management to understand the problems in the organization, without proper feedback or incorrect data the management cannot take measures to improve the organization.…

    • 987 Words
    • 4 Pages
    Improved Essays
  • Improved Essays

    On-boarding success (Rocio) Shared behaviors and values of an organization matter because they are the underlying foundation. Without management strategies can be improved through culture and understanding employees. For instance, on boarding in itself will be a process but it outweighs the repercussions a business may have later (Eisenhauer). Thoroughly going through an employee their background will help establish your organization as a whole by seeing who can bring what attributes to your organization. Not having enough inadequate support will bring your business down and most likely lead you to failure.…

    • 988 Words
    • 4 Pages
    Improved Essays
  • Improved Essays

    In due process, it takes a toll on the workforce and consequently impacting the organization. For instance, the company does not identify the strengths of the employees but rather formulates objectives for itself and gives the demands to the employees and required them to fulfil. However, very few tend to fulfil such goals. As a result, the company needs to understand the potential of the employees are halt its current command and demand model and embrace cooperation with the amazon workforce (Shackleton, 2005, p.…

    • 700 Words
    • 3 Pages
    Improved Essays
  • Superior Essays

    Some of our issues are as follows: we didn’t have many volunteers, the meetings were pointless, communication was extremely poor, roles were not defined which resulted in lack of motivation which resulted in poor performance. The meetings were completely useless. In each meeting we changed something that was put into place the prior meeting. This was the issue that really put everyone on edge. I think not having a set plan really hurt the progression of the project.…

    • 1056 Words
    • 4 Pages
    Superior Essays
  • Improved Essays

    Even though business executives do their best to put everything together to align the framework with the business objectives, it doesn’t work all the time. Individual working in an organization have different perspective with a different cultural background. It’s a CIO’s nightmare and they spend so much time trying to figure out the alignment between business and IT. The organization will suffer a critical challenge which affects the overall success of the firm. It will be hard for the organization to move forward and achieve any targeted goal.…

    • 723 Words
    • 3 Pages
    Improved Essays
  • Improved Essays

    Engstrom Case Summary

    • 999 Words
    • 4 Pages

    The problem for the company is they began to put to focus to much on extrinsic factors, such as the bonus plan being the reward system to motivate their employees, however they failed to think about employee’s perception. Understanding what makes employees happy and what they are is important to motivational strategies. The company’s suggestions started to dropped, which should have been an indication that employees are not feeling important anymore. Keeping employees happy and satisfied is vital for any company, as this can create regression or progression within the company. Engstrom needs to find the root cause of the problems that are critical to their survival.…

    • 999 Words
    • 4 Pages
    Improved Essays
  • Improved Essays

    Managers can be technically and interpersonally competent yet still fail because of an inability to rationally process and interpret information. It is essential for a manager to have the ability to think wisely by weighing things if the decision or actions to be made will all favorable and beneficial. The success of any decision depends on the conceptual skill of the people who make the decision and those who put it into action. For instance, an important change in marketing policy is made, it is essential to consider the effects on production, control, finance, research, and the people involved. And it remains important right down to the last executive who must carry out the new policy (Katz, 1974).…

    • 718 Words
    • 3 Pages
    Improved Essays
  • Improved Essays

    By constantly reviewing employees, and making adjustments on the perception commitment and competence of the employees, a manger would have to make serval situational adjustments. When using the Situational Leadership Theory, at some point a manger can become too evolved in the process and would have to take a step back. When a manger becomes too evolved in the process, this could reflect negatively on the employees. The Situational Leadership Theory has some clear strengths and weaknesses. Taking in account that the model may be good for managerial training, this model would not be practical for everyday use by management.…

    • 949 Words
    • 4 Pages
    Improved Essays