Answer the three probes

Consider this Case "Service" at the Donut Shop Early one morning Harry found himself hungry, alone, and lost in the land of no customer service as he stum- be the manager?) sitting on a crate just outside the back Harry noticed a middle-aged woman (could she bled into a donut shop. It was a rainy, gray morning and he was tired. Cars were parked at odd angles because the door smoking a cigarette and reading a tabloid news lines on the lot had long ago faded. The parking lot was paper. She seemed oblivious to the dismal scene in the shop. dirty and the trashcans overflowed. Harry finally reached the head of the line and Inside were disorganized lines of people, most came face to face with a 17-year-old girl who had been wearing parkas, waiting to buy donuts. There appeared condemned to serve him. Something in her teenage face to be no systematic way of serving customers. The told him that all was not well in the service economy. bold ones stepped up and demanded service while the Harry asked her how she liked her job. more timid (or courteous) hoped for attention from She looked him straight in the eye and said, "It the clerk. Harry waited for about seven minutes as the sucks!" two clerks repeatedly took orders, disappeared into the back room, reappeared, and took peoples' money. All Probes along Harry observed the uncleared, coffee-stained 1. Assume you are the owner of this donut shop. counter where he soon would sit to eat his donut. It What would you do? What specific behaviors hadn't been cleared recently, and it apparently wasn't would you seek to change? going to be cleared now. Customers groaned, as the 2. Focus on the problems of slow service. What could advertised two-for-one sale didn't apply when they be done, specifically, to improve this? 3. To what extent might the slow service be a source ordered donuts of different prices, and the clerks explained with bored, unsmiling expressions. of employee irritation and dissatisfaction? Explain