Lucy Blankenship has been a club member for about 15 years. Her husband died suddenly in a car accident last year. When Mrs. Blankenship tried to remove her husband's name from the membership statement, the accounting department had an internal miscommunication, and it took 3 months to correct the error. Last fall, Mrs. Blankenship's personal trainer of 6 years left the club to move to another state. The other trainers on staff have had trouble meeting Mrs. Blankenship's special needs. Mrs. Blankenship has lost her temper with our desk staff several times in the past few months. Seemingly small mistakes, such as not having change for a dollar or the club opening a few minutes. late, are causing her to complain loudly about the club, the service, and the staff. Discussion Questions What, if anything, should be done about Mrs. Blankenship?

Understanding Business
12th Edition
ISBN:9781259929434
Author:William Nickels
Publisher:William Nickels
Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment
Section: Chapter Questions
Problem 1CE
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Read the case study and answer one of the questions. Please put which question you are answering at the top of your reply. Answers should be at least 1 paragraph. Please use proper punctuation and capitalization in your answers. 

 

Sample Interactive Exercise Using a Case Study
Lucy Blankenship has been a club member for about 15 years. Her husband died suddenly in a car
accident last year. When Mrs. Blankenship tried to remove her husband's name from the membership
statement, the accounting department had an internal miscommunication, and it took 3 months to
correct the error.
Last fall, Mrs. Blankenship's personal trainer of 6 years left the club to move to another state. The
other trainers on staff have had trouble meeting Mrs. Blankenship's special needs.
Mrs. Blankenship has lost her temper with our desk staff several times in the past few months.
Seemingly small mistakes, such as not having change for a dollar or the club opening a few minutes
late, are causing her to complain loudly about the club, the service, and the staff.
Discussion Questions
What, if anything, should be done about Mrs. Blankenship?
• How long is a club expected to pay for its mistakes?
• Is Mrs. Blankenship's anger justified in any way?
• Is there ever a time when a club should ask a person to quit? When?
●
Transcribed Image Text:Sample Interactive Exercise Using a Case Study Lucy Blankenship has been a club member for about 15 years. Her husband died suddenly in a car accident last year. When Mrs. Blankenship tried to remove her husband's name from the membership statement, the accounting department had an internal miscommunication, and it took 3 months to correct the error. Last fall, Mrs. Blankenship's personal trainer of 6 years left the club to move to another state. The other trainers on staff have had trouble meeting Mrs. Blankenship's special needs. Mrs. Blankenship has lost her temper with our desk staff several times in the past few months. Seemingly small mistakes, such as not having change for a dollar or the club opening a few minutes late, are causing her to complain loudly about the club, the service, and the staff. Discussion Questions What, if anything, should be done about Mrs. Blankenship? • How long is a club expected to pay for its mistakes? • Is Mrs. Blankenship's anger justified in any way? • Is there ever a time when a club should ask a person to quit? When? ●
Expert Solution
Introduction:

"The given solution has been provided in a generalized manner."

  • Lucy Blankenship has been a dedicated member of the club for 15 years. However, recent events have led to her becoming frustrated with the club's staff and service.
  • The loss of her husband in a car accident last year and her personal trainer moving to another state have resulted in her special needs not being met.
  • Additionally, the accounting department's miscommunication regarding the removal of her husband's name from the membership statement took three months to correct, causing further frustration.
  • Furthermore, seemingly small mistakes by the desk staff, such as not having change for a dollar or the club opening a few minutes late, have led to Mrs. Blankenship complaining loudly and losing her temper.
  • This situation highlights the need for the club to take action in addressing Mrs. Blankenship's concerns and ensuring that she remains a satisfied member.

 

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