Pamela Spencer Case
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 installation manager’s response and entered the store later that day to confront Pamela just as the store was preparing to close. Pamela explained to Mrs. Kerns that she should give her the pictures of the damaged fencing so she could look at them personally but there isn’t much she could do at the time because the store is closing, and then suggested that Mrs. Kerns return to the store the following day to discuss the matter further. Mrs. Kerns agreed to return the next day to discuss the issue at length, leaving Pamela in a predicament about what to tell Mrs. Kerns concerning her fencing.
Stakeholders
There are several different stakeholders represented in this case. The first stakeholder that comes to mind is Mrs. Kerns. Mrs. Kerns is a frequent customer of HouseMart; however, she often returns products or only buys products that happen to be on sale. Mrs. Kerns is primarily concerned with the value and quality of products as well as customer service in the store. The second stakeholder is Pamela Spencer. Pamela Spencer is the manager of HouseMart. She is primarily focused on managing the store to the best of her abilities while paying special attention to internal operations, profitability, and customer service. The third
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 installation manager’s response and entered the store later that day to confront Pamela just as the store was preparing to close. Pamela explained to Mrs. Kerns that she should give her the pictures of the damaged fencing so she could look at them personally but there isn’t much she could do at the time because the store is closing, and then suggested that Mrs. Kerns return to the store the following day to discuss the matter further. Mrs. Kerns agreed to return the next day to discuss the issue at length, leaving Pamela in a predicament about what to tell Mrs. Kerns concerning her fencing.
Stakeholders
There are several different stakeholders represented in this case. The first stakeholder that comes to mind is Mrs. Kerns. Mrs. Kerns is a frequent customer of HouseMart; however, she often returns products or only buys products that happen to be on sale. Mrs. Kerns is primarily concerned with the value and quality of products as well as customer service in the store. The second stakeholder is Pamela Spencer. Pamela Spencer is the manager of HouseMart. She is primarily focused on managing the store to the best of her abilities while paying special attention to internal operations, profitability, and customer service. The third
Cited: Brown, Carol A., Christina L. Grippi, and John W. Mullins. Pamela Spencer: Is the Customer Always Right? The McGraw-Hill Companies, Inc., 2012. Print. Goodrich, Ryan. “SWOT Analysis: Examples, Templates & Definition.” Business News Daily. Tech Media Network, 2014. Web. 28 February 2014. “Marketing Concept.” Business Dictionary. WebFinance Inc., 2014. Web. 28 February 2014.