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Pamela Spencer Case Essays

Good Essays

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 …show more content…

When Pamela began working for HouseMart as an assistant manager she took some liberties upon herself to improve customer service. She instituted training programs for part-time staff to help improve employee knowledge and to aid the communication process between employees and customers. The workshops helped the staff learn more about the products and become more knowledgeable in key areas for it do-it-yourselfers. During her time as assistant manager she also took it upon herself to personally handle customer complaints to make sure that the proper procedures were followed. Her focus on customer service and improving customer-employee relationships helped her improve upon her marketing concept. During Pamela’s time as assistant manager and even in her current position as manager she has made many improvements to the store as a whole; however, not all of these improvements are based on the marketing concept. Her focus on operations and profitability may have detracted some from the marketing concept.
Essential Facts In order to help formulate a good decision for Pamela based on her incident with Mrs. Kerns there are certain essential facts of the situation that must be taken into consideration. One very important fact of this case is that Beverly Kerns is a frequent HouseMart customer who usually comes in once a week (Brown 51). Another important fact concerning Mrs. Kerns is that she buys all types of merchandise from HouseMart but usually only

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