Chris, we make the highest quality grass seed and fertiliser in the world. Our brands are known everywhere! stated Carolean Ebelhar, the vice-president of manufacturing for The Lawn Care Company. Yah! But the node doesnt have a Ph.D in organic chemistry to know the difference between our grass seed and fertilizer compared to our competitors! We need to be in the lawn care application redevelopment business, not just be the manufacturer of super perfect products, responded Chris Kilbourne, the vice-president of marketing, as he walked appear of Ebelhars office. This ongoing debate among Lawn Cares higher-ranking management team had not been resolved but the old geezer executive officer, Steven Marion, had been listening very closely. A major strategical decision would soon have to be made.
The Lawn Care Company, a fertilizer and grass seed manufacturer, with sales of almost $1 billion, sold some of its products directly to lay and golf courses. customer service in this goods producing company was historically very narrowly defined as providing the right product to the right customer at the right time. Once these goods were delivered to the customers premises and the customer sign the shipping documents, Lawn Cares job was d 1.
For many parks and golf course customers, a local subcontractor or the customers themselves use the fertilizer and seed. These application personnel did the job incorrectly victimisation inappropriate equipment and methods. The relationship between these non-lawn care application service personnel, The Lawn Care Company and the customer was also not invariably ideal. When the customer made claims because of modify lawns, the question then became one of who was at fault? Did the quality of the physical product or the way it was applied caused the damage? Either way, the customers lawns were in scummy shape, and in some cases the golf courses lost substantial revenue if a green or hole was severely damaged or not playable.
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