Contemporary Marketing, 2013 Update 15th Edition by Louis Boone ,David Kurtz

Exercise 1

Suppose you work for a firm that sells home appliances, such as refrigerators, microwaves, and washers and dryers. Your company has been slowly losing customers, but no one seems to know why. Employee morale is sliding as well. You believe the company is run by honest, dedicated owners who want to please their customers. One day, you overhear an employee quietly advising a potential customer to shop at another store. You realize your firm's biggest problem may be a lack of employee satisfaction-which is leading to external customer loss.
Would you ask the employee why he or she is turning customers away?