2 Recommend a system upgrade to correct the problem, even though it will cost the clients more than they want to pay and may jeopardise future sales. After only a few months in sales at ComputerSource, a full-service computer business, Sam Nolan realised there were serious problems in the software department. Most of the complaints from customers were related to the incorrect selection or installation of the software needed to meet their needs. He discussed the problem with his sales manager, who was part-owner and partner with the head of service for ComputerSource. They both were aware of the problem, but they were facing an industry-wide shortage of qualified software engineers.

Nolan received an urgent call from Katherine Perry, operations manager for Ross & Lindsey, a fast-growing financial management firm that was becoming one of his best accounts. She was calling to report that they were having daily network problems that were interfering with her staff’s productivity and morale. She needed an immediate solution to the problem