Whatever It Takes to Get the Order Background Roberta Thomas has seen the good life. Her company is paying high bonuses to bring in new customers. Thomas has earned more than $100,000 per year over the past three years. Thomas has been given increasingly higher quotas during the past two years to reach her bonus. She feels that her company is putting her in an awkward position. She wants to continue to teach her quota, but in doing so, she will spend more than 90 percent of her time trying to bring in new business. Just over two years ago she spent half of her time keeping her present customers satisfied. Her customers have been complaining about how little attention they receive. Thomas knows that she is not spending enough time with them. She brought her dilemma to her boss, Betty Barrett, who seemed less than sympathetic Current Situation Their conversation follows: Thomas. I am really having a problem with the quotal have been assigned this year. Barrett: Is that so? What is the problem? Thomas, I think it is too high. I have to spend way too much time going after new business. Barrett: That is what we pay you to do;your job is to bring in new business. Thomas: It was not that way many years ago when I spent at least half of my time keeping my present customers happy. I enjoyed following up with them and building strong relationships Barrett: Times change, you know. We have to bring in new business or face the chance of laying some of you oft Thomas: You can look over some of these phone messages I have received. These are some of our best customers, and they do not think we are taking very good care of their Barrett: Roberta, we have a big contest going on, and I do not intend to lose it. You had better bring in your share of the new business to win or you will let down your entire branch. Thomas could see she was not getting anywhere and changed the subject Questions 1. What would you do if you were Thomas? 2. What would you do if you were Barrett? Role Play Situation: Read Case Whatever It Takes to Get the Order Characters: Thomas Barrett Scene: Location-Barrett's office Action Continuation of Roberta and Betty's conversation. Pole play Thomas not changing the subject and pursuing her concerns. After completing the role play, address the following questions 1. Thomas is not getting anywhere with Barrett; should she go to Barrett's boss? 2. Why can Thomas not go back to her old way of doing things and spend the time with her existing customers like she wants to
