[Jewelry making - Article 00197] - Re: [Orchid] Problems with Pepe Mill sold by Stuller

[Teresa Masters]

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Andy,

    I had planned to send this privately, but after reading Judy's
    comment, I decided to go via Orchid. 

    Time spent within the corporate world, will show any observant
    person, that a mid level manager, will try to keep problems away
    from his/her boss. In so doing, decisions are made in handling the
    situation, that a higher up, or even business owner would
    immediately recognize as being a very poor choice. 

    In my personal experience, I called these folks the "frightened
    forties." A manageable situation escalates, and goes out of easy
    control. The other side of that is the employee, perhaps dealing
    with personal issues, or having a personality that believes everyone
    is trying to put one over, is not going to allow the customer to "get
    away with it." They do not represent the company or employer, as the
    company wants to be seen. 

    They, by the way, are among us, me included, in thinking the
    customer will not spend that much for our jewelry. We do not have
    permission to do so. 

    Getting back to Stuller and Pepe, as little as 15 to 20 years ago,
    the corporate or business faux pas, would not be widely known. Well,
    gaffes, are very quickly seen by thousands, at least. Lot's of
    potential loss of revenue there. Customer service is King, lose it,
    and weep. 

    When a situation, such as Barbara's arises, front line personnel,
    MUST easily kick it upstairs. In retrospect, Andy admits it should
    have been different. yes, it certainly should have been, and
    Stuller's job is to determine why it wasn't. From personal
    experience, I know I can call one of the division managers, or even
    the Bell's, to call attention to a potential problem. A sheltered
    upper management, has no clue. IMHO. 

Hugs,
Terrie
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