The $3$D Effect Company

Badkground

The $3$D Effect Compary manufactures and sells $30$ printers and supplies. The company has been in exktence for seven years and is now finding some momentum in expanding. It currently sells through mostly small to medium sixe office supply stores but is working on landing larger accounts and chain stores. Long$-$tem plans include expanding intemationally, first to Canada, and then to Mexico and parts of South America. Sales are strong and continue to rise The compary gives much of the credit for its success to its salesforce, which has done a great job expanding into new outlets whie establishing and maintaining strang customer relationships.

byden Hardin, a nontraditional student, was hired as a sales representative by The $3$D Effect Company out of colleg? approximately ten months ago. Since being hired he has had much success, landing several new accounts. In fact, if he can land a few more accounts by the end of the rapidy approaching fiscal year, he wil exceed his quota and achieve a hefty borus. Jayden is counting on this bonus because he plans to purchase a diamond sing and ask his gitriend to maty him He knows he has put this off for toolong and is anxious to move forward with his relationship

Current Situation

Lately, Jayden has heard warouscooems from several of his customers. for instance, the other day herecericds voicema from Nick, the Store Nanager at Symint Punting Supples a recently acqu led customer whos onder whs nearect. A few items were missing from lhe orde foyon figured that sh pping must have inadiertent pomterthe Company to get this problen reso wed He fguted bat whe not his faul, Nickst had product to sall,and the cet lally do a text from Kayle, cmer of Office comate fetheting that an expected delivery was late Again, Jayon Iiguned he could not do anything about the ate delivery. $1$ frexthe Kaylee to tell her to cortact the shpping depantment st the $3D$ Effect Company about the matter lay den also tece yed

a second email from Sandra, store manager at Printers

Unimited

Dear Jayden,

A few weeks ago you promised you would retum to train our cestaner reps on your newest praduct line. Ow reps need to feilly understand the benefits of thit new product and exacily how it aperates so that they can best sene our customers. As you know we take great pride in providing the highest quaility products and semices to our custamers. We discussed this when you offered me your fine Although we fike your the if we are unoble to offer our customers top$-$sheff service with your brand then we may have to lock e'sewhere. Sincerely:

Sandra

Jayden recalls telling Sandra that he would conduct training for her sales reps but has been so busy working to get new accounts that he put it on the back bumer. Jayden was not sure that he could put Sandra off much langer but felit it would be in his best interest to write her back and stall her for at least a week or two more By then, he thought, he might have exceeded his quota.

To byden, these were but minor custamer issues, not even problems, in his ap non, these were nathing more than needy customers As far as he was concemed, he was ds wering great products at great prices. Besides, he had more stes to make to achieve his bonus and noboty was gopg to hep him if he came upshort and was unable to punchase hatengagement ring.

Questions

$1$ Wor est of the concems expressed by Jayden's cutiomers in the case, explainan alternative means for nandling $we$ concarn.

$2.$ What me the potental long$-$un mp cations of how Whden le handling his current customers?

$3.$ What types of activites can byden do after acquiring an account to enhance cuatomer value and ensure ong$-$term customer relationships?