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You are a general manager with a service company. You are hearing comments from your sales group that customers are unhappy with your company.

The comments range from poor service, missed assignments, to technical failures. When you ask for specifics, you get a general view of dissatisfaction from your sales group, but not a clear view if there is an issue.

You have met with several of your large customers in the past few months, and they have not indicated that there is an issue. If anything, your impression from customers is that things are going well. Your company is growing and there are new customers and some new sales people.

Read the You Decide scenario and decide on a response. Your goal is to identify the critical issues in the scenario and determine how you would resolve the issue.

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