(Irwin , Sutton McCarthy 2008 br. 9 . Going back to Dr . Hankins , apparently , he was a good customer and his well intentioned complaint reflects his good voice . Andres Mertz himself was convinced of the failure of the hotel to perform the basic services and that something has to be done to settle the issue ( cutting study 17 . In this case , failure to resolve his dissatisfaction on the part of the ATHMI could bring out its report before a number of potential customers . thereof , today , businesses pitch to demonstrate that companies with higher levels of satisfaction prevail to be profitable (Allen 2004 ,br 116In view of the above , the solution to the puzzle given was in the first place , consistent with the come s promotional policy . The added incentive was to regain the company s record and to turn the potentia l damage for the benefit of the company . Researches contain to an article published by Performance Associates , Inc . entitled Delivering say your socks off gain consistently find that it costs quintuple times more to pull out a radical customer than it does to keep one you already have (Performance liberal arts associates 2007 ,. 8 . Of course not all customer complaints go forth be treated in this way but lead be surely be given appropriate aid . Dr . Hankins is plain a potential customer and his continues patronage of the hotel is burning(prenominal) in the effort of building up the image and disposition of the hotel , to attract new customers in view of his professionReferencesAllen , D .R (2004 ) guest pleasure Research Management ASQ Quality PressCawsey , T .F McDougal Case landing field 17 The Complain LetterIrwin , R .L , Sutton , W .A McCarthy , L .M (2008 ) Sports and gross sales ManagementHuman KineticsLovelock , Wirtz Chew (2009 ) Essential of Service MarketingPerformance Associates , Inc (2007 ! ) Delivering...If you want to get a full essay, order it on our website: OrderCustomPaper.com
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