Case 7.1 Handy Andy Inc.
Essay by Sharon Phong Nguyên • March 14, 2017 • Case Study • 839 Words (4 Pages) • 4,947 Views
Case 7.1 Handy Andy Inc.
Standard Model | Deluxe Model (greater capacity and horsepower) |
3 feet high | 3 feet high |
2 ft deep | 2 feet deep |
1 1/3 feet wide | 1 1/3 feet wide |
5 different colors | 8 different colors |
3 different trims (15 different combinations) | 4 different trims (32 different combinations) |
$600 - $725 | $950 - $1100 |
1. Is this a customer service problem? Why or why not?
There are some evidences to prove that they are involving in customer service problem. But it’s not directly from Handy Andy or factory distributors, it’s from retailers.
- Delivery time: fewer than 20% of deliveries occurred within the two-hour delivery windows that buyers were promised.
- Installation: in some cases the compactor was left in the middle of the kitchen floor in its shipping container - that is uninstalled.
- Explanation: installation personnel would not explain how the compactor worked and some installers were rude and disrespectful.
- Follow up: don’t have follow-up system after product was delivered to customer house.
2. It appears that the factory distributors are exploiting the licensed retailers. Yet from what we can tell, Handy Andy in St. Louis has heard no complaints from the licensed retailers. Why wouldn’t they complain?
Maybe they don’t dare or they don’t know how to complain.
Because retailers don’t have a direct customers service channel. They don’t focus on taking care of customers, they gave many bad impressions to them.
While the factory distributors had their perfect customer caring system, they know how to make customers happy and gain satisfaction from them.
- Retailers make a worse performance so they are afraid of complain about factory distributors to Handy Andy. They may be afraid of losing money or something related to that if they have a bad relationship with factory distributors.
3. What should Handy Andy’s marketing vice president do? Why?
Handy Andy need to have an integrate system for customer service, in order to have customer feedback and give post sale service.
Also, it seems like internally the personnel from Factory Distributor are not taking the retailer orders seriously.
4. In the case is the statement, “The factory distributors in these few cities indicated that they, not Handy Andy, Inc., stood behind the one-year warranty.” Is this a problem for Handy Andy? Why or why not?
Of course, there is a problem for Handy Andy. He doesn’t have his own close caring system to customer. It seems like only Factory Distributors have a good after- sales service and Handy Andy didn’t care too much in this part, Factory Distributors know that customers never have chance to reach Handy Andy so they can tell lie and gain more trust from customers in order to make them switch their choice from Standard Model to Deluxe Model by saying that they stood behind the one-year warranty, not Handy Andy.
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