HIP CASE PROBLEM A sity 474 to Do About Louie? manager of a Mighty Muffler Brake
ID: 368931 • Letter: H
Question
HIP CASE PROBLEM A sity 474 to Do About Louie? manager of a Mighty Muffler Brake is the in the Great Lakes Regions of the The centers offer a wide range of ser- hicles including muffler and exhaust brake systems, oil change, and state inspection. Louie's located close to a busy highway, yet and residential neighborhoods are also by. His store is among the chain's highest- "I have no complaints about the repairs you made or the price you charged. However, you better replace that manager of yours. He is definitely out of touch with the times My partner and 1 are proud of our gayness, so we don't attempt to hide occasional public displays of affection. When your manager saw me giving my partner a light kiss on the cheek, he asked if we were from San Francisco." compete for ation, tune-ups, b search to Given that to build a managers to of him ses and most profitable units t nagement at Mighty "When I came back to pick up my car, I had to wait two hours even though I was told the car would be ready by 3 p.m. I also found some smudge marks on the beige leather seats. When I complained to the manager, he said, Granny, watch your blood pressure. It's not good for a senior citizen to get too excited. I was never so Muffler is pleased with management of Louie's store, yet com with employees and customers. Emma, the rces and customer services for the com- es ted over ences in was recently poring over the results from cus- omer satisfaction cards mailed back to the company she found that a few of the customer comments sug- gested that Louie might have inappropri ate comments, as reflected in the following feedback: ismatic extent Concerned about these comments, Emma sched- made some inappropn- uled a trip to Louie's store to investigate any possible You did a wonderful job replacing my brakes diversity among customers and employees. Emma and fixing a rattle in my exhaust system. But the explained to Louie that the home office likes to manager insulted me a little by suggesting that I make periodic trips to the stores to see now well talk over with my husband about whether to get a employee relations are going, and how well employ problems he might be having in managing cultural ees are working together. Louie responded, "Talk to new exhaust system now."Explanation / Answer
1.
Louis is very good in technical expertise and delivers excellent services to the customers, but Louis has lack of awareness regarding the other cultures, values and beliefs. Hence, Louis has a cultural problem. Besides, Louis lacks the emotional labor competency. It means that Louis does not regulate his own emotions while dealing with the employees, subordinates and customers.
Customers and employees making negative comments may be too sensitive, but it is the time when people express themselves and may not take Luis’s comments sportingly. Hence, it is the responsibility of the center or store to satisfy the customers not only in terms of services, but also in terms of respect for their cultural preferences.
2.
Luis need to incorporate following improvements:
A. Understand the different culture and the practices adopted by the people of different cultures and respect these practices
B. Read the preferences and value followed by the customers and build communication accordingly
C. Implement emotional labor in the work. It will solve many behavioral problems.
D. Become more sensitive towards the other culture and develop tolerance
3.
There should be workshop based training programs with case studies so that Luis can understand the demands of different culture. It will help Luis to accommodate the necessary changes and improve the communication so that customers and employees both give positive feedback. Such training programs will help Luis to become comfortable towards the sensitivities of the different cultures.
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