Reference no: EM132316559

https://www.youtube.com/watch?v=bd_Te7-ZMO8&feature=youtu.be

Bob Kari is a senior account manager for Medequip, a leader in medical imaging systems, and has been a consistent top producer for the last five years. Bob leads a sales-team of technical engineers who design, install, and maintain the company's digital imaging systems; sales system specialists who work with customers on a day-to-day basis responding to questions and operating problems; and dedicated, phone-based customer service representatives who serve as the 24/7 communications link between customers' staff and members of the Medequip salesteam. Bob coordinates the team and personally interacts with customer staff. However, quality of the installation, customer satisfaction, and likelihood of future purchases depends on the commitment and level of service provided by the sales team. Medequip has been experiencing rapid growth and adding personnel throughout the organization, especially sales system specialists and phone-based customer service representatives. As a result of adding all the new team members, the level of delivered quality has become unpredictable and consistently below the service levels promised by Bob and other Medequip account managers. Bob has discussed these sales-team support problems with her sales manager but nothing seems to change. Increasingly, Bob finds herself working to patch over service failures caused by different members of her account sales teams and trying to win back customers who have left Medequip. Not only is Bob losing sales, but her reputation is also beginning to suffer due to actions and even inactions of various team members. Last week, one of Medequip's major competitors contacted her about leaving Medequip and coming to work for them.

What would you do if you were Bob? Why? Please elaboratee on your reasoning.

1. Stay with Medequip and hope that things will get better.

2. Take the job offer from the competitor.

3. Request a meeting with her sales manager and key sales-team members to document service failures and collaborate toward developing solutions.