A Report on Customer Satisfaction and Motivation at Brown Smith Essay

A Report on Customer Satisfaction and Motivation at brownness Smith Company - Essay ExamplePreliminary studies conducted had indicated that the decline was attributed to client discontent and de-motivation caused by commodious procurement procedures and poor handling of customers by high society employees. Having been mandated to conduct this study, a proper procedure had to be selected, a selection of 40 percent of all regular clientele was interviewed between October fifteenth and November 10th 2011 on issues such as The overall customer satisfaction on the services offered by Brown Smith Company, Common problems encountered that are cerebrate to procurement procedure in the company, Suggestions for improvements of procurement policies and Problems associated with conduct of employees in the company. The report seeks to draw attention on the factors causing the sharp drop in companys profit margins. It further seeks to suggest remedies to curb problems causing the company the c urrent financial condition. Body The report draws hypothesis from the fact that in the uttermost two years, Brown Smith Company had been a dominant share holder in the market. The profit generated over years had always doubled each year until last year when the huge profits and volume of deals started declining drastically. A case study conducted earlier showed that Brown Smith Company was worth $17 million. ... Investigations onto this move indicated that the clients were generally discontented with the services offered by the company. Moreover, customers were mostly dissatisfied with the long procurement process they go through before purchases are made. The long procurement process was oft discouraging as it was characterized by other problems such as damage to goods. In addition, there are a make sense of mushrooming companies that are producing similar goods as Brown Smith Company and as a result competition in the market has gone high. This has split the profits and prev ented market domination causing low volume of sales and less profits. It was also quite notable that since its inception, the company has not established away of propel its clients. Furthermore, procurement procedures have not been reviewed for the last ten years. It was also noted that the company still uses the traditional system of purchasing and selling goods which is proofing to be much expensive, cumbersome and time consuming. Finally, clients encountered some problems especially when dealing with some company employees creating an almost impossible environment for reasonable business activity. Conclusion Owing to supra facts and or claims, there is a need to put in place the following measures Motivate customers by improving the quality of goods produced and offer after sale services. Review the current policies on procurement with a view of simplifying the whole process to meet the needs and expectations of the clients. There is a need for the staff of Brown Smith Company t o have courtesy with the customers. This is possible through training and giving clients a chance to give views on how they think they should best be handled. There a need for the company to offer