Whatever It Takes to Get the Order Background Roberta Thomas has seen the good life. Her company is paying high bonuses to bring in new customers. Thomas has earned more than $100,000 per year over the past three years. Thomas has been given increasingly higher quotas during the past two years to reach her bonus. She feels that her company is putting her in an awkward position. She wants to continue to reach her quota, but in doing so, she will spend more than 90 percent of her time trying to bring in new business. Just over two years ago, she spent half of her time keeping her present customers satisfied. Her customers have been complaining about how little attention they receive. Thomas knows that she is not spending enough time with them. She brought her dilemma to her boss, Betty Barnett, who seemed less than sympathetic. Current Situation Their conversation follows: Thomas: I am really having a problem with the quotal have been assigned this year. Barrett: Is that so? What is the problem? Thomas: I think it is too high. I have to spend way too much time going after new business. Barrett: That is what we pay you to do your job is to bring in new business. Thomas: It was not that way many years ago when I spent at least half of my time keeping my present customers happy. I enjoyed following up with them and building strong relationships. Barrett: Times change, you know. We have to bring in new business or face the chance of laying some of you off. Thomas: You can look over some of these phone messages I have received. These are some of our best customers, and they do not think we are taking very good care of them. Whatever It Takes to Get the Order Background Roberta Thomas has seen the good life. Her company is paying high bonuses to bring in new customers. Thomas has earned more than $100,000 per year over the past three years. Thomas has been given increasingly higher quotas during the past two years to reach her bonus. She feels that her company is putting her in an awkward position. She wants to continue to reach her quota, but in doing so, she will spend more than 90 percent of her time trying to bring in new business. Just over two years ago, she spent half of her time keeping her present customers satisfied. Her customers have been complaining about how little attention they receive. Thomas knows that she is not spending enough time with them. She brought her dilemma to her boss, Betty Barnett, who seemed less than sympathetic. Current Situation Their conversation follows: Thomas: I am really having a problem with the quotal have been assigned this year. Barrett: Is that so? What is the problem? Thomas: I think it is too high. I have to spend way too much time going after new business. Barrett: That is what we pay you to do your job is to bring in new business. Thomas: It was not that way many years ago when I spent at least half of my time keeping my present customers happy. I enjoyed following up with them and building strong relationships. Barrett: Times change, you know. We have to bring in new business or face the chance of laying some of you off. Thomas: You can look over some of these phone messages I have received. These are some of our best customers, and they do not think we are taking very good care of them