Make the Call jcompany s promonona matenais: - We only hire framing consultants who have a passion for art and depth of experience in the industry. We offer frame mouldings that are sourced from around the world and that you won't find in any of our competitors' shops. -We are very serious about our business. We take the time to understand our customers' needs and pay careful attention to all important details so that what we deliver in the end is of the highest quality and exceeds all expectations. - Because of the wide range of inventory that we offer and the artistic sensibilities of our staff, we deliver excellent results-and at a reasonable price. To ensure that all goes as planned; Solano keeps extensive documentation on every job. If complaints arise, he can figure out what happened and deal with the problem quickly. Taking this approach, be can tell if a customer's dissatisfaction stems from, say, an employee's carelessness, inadequate equipment, or some other problem. If the cause is an employee's poor workmanhhip, Solano will provide coaching to help improve that associate's performance. After that, if the problem still is not solved, the employee is fired. As Solano sees it, "There is no way for our small company to stay in business if we can't give customers what they want and at a price that they believe is reasonable. Therefore, we need skilled, attentive, and conscientious staff. And we focus like a laser on customer. service because that is the best weapon we have to defend ourselves against our big competitors who would love to take business away from us. That's just the reality of a competitive marketplace." What suggestions would you have for Solano in Situation 3? Can you see any ways to improve his system