Monika specifically timed her visit to the Sociology Department for a quiet day before winter classes began. As a 19-year-old student at a well-regarded private university, Monika was gathering information about various majors and sociology sounded interesting. She had completed most of her general education courses and had a 3.8 grade point average.
It was 10 a.m. when she respectfully entered the department office. A middle-aged woman was typing something into a computer and did not look up. After about 30 seconds of standing at the receptionist's desk, Monika cleared her throat and asked, "Can I get some information about majoring in sociology?"
Probes
1. In what ways did this department miss an opportunity to create a positive relationship with a potential customer?
2. If you were the department chair and had observed this situation, what would you do? (Assume that the success of the department depends on attracting good students.)