Company D is a plumbing, heating and air-conditioning company. The company has a simple but powerful strategy. The main goal of the company is their customer satisfaction. The firm offers 24 hours service for 7 days a week with no extra charges. Company D guarantees price for their work and offers guarantee for all parts for one year. The company does not charge travel charges. The company highly concentrates on customer satisfaction rather than wealth creation. The company does selective hiring, training and education, performance and compensation to concentrate on customer satisfaction. The company charges premium price but has high customer response due to the value they promise. The revenue has increased from $200,000 to $3.3 million. Characters in the case: Company D

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Chapter 5, Problem 3CS

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Company D is a plumbing, heating and air-conditioning company. The company has a simple but powerful strategy. The main goal of the company is their customer satisfaction. The firm offers 24 hours service for 7 days a week with no extra charges.

Company D guarantees price for their work and offers guarantee for all parts for one year. The company does not charge travel charges. The company highly concentrates on customer satisfaction rather than wealth creation.

The company does selective hiring, training and education, performance and compensation to concentrate on customer satisfaction. The company charges premium price but has high customer response due to the value they promise. The revenue has increased from $200,000 to $3.3 million.

Characters in the case:

Company D

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