TRAV203
Business Management Assignment
Is Susie right to feel this way?
In a way I think that Susie is right to feel this way. She is the one who initially built the client
relationship and counseled the couple into wanting to make the sale. She was probably excited
about having a trip to book and gaining new clients and when she found out that someone else
had taken her clients away from her, she was upset which is understandable.
Is Janet right to feel this way?
Yes I think Janet has a right to feel this way. As an employee she could not just let the
customers leave and not book their trip. She should not feel as though she did something wrong
because she sees it more as she was helping the entire company as a whole instead of taking
something away from a coworker who was unable to be there at the moment.
Is there something that Susie could have done to achieve a different outcome?
Susie could have informed her clients of her availability, and informed them the days she would
not be in the office. Alternatively, she could have set up an appointment with the clients when
she was available. These different options could have achieved a different and better outcome
for Susie. She would not have lost her clients and the booking if she had communicated fully
with her clients. She could have also tried to book the trip on the same day that she counseled
them. If Susie knew that her clients would only be available on Thursday, her off day, she could
have informed Janet of the booking and come to a mutual agreement on how to deal with the
situation.
TRAV203
Is there something that Janet could have done to achieve a different outcome?
In order to achieve a different outcome, Janet could have communicated with Susie when her
clients came into the office. Considering that the clients were not able to come in at another
time, Janet did not have many options on how to handle the situation. If Janet had
communicated with Susie when the clients came in instead of disregarding her then Susie might
not have gotten so upset after the booking had been made.
As the supervisor in the office, what will you do?
In this situation, I would not penalize Janet for taking the sale, as it is her job as a travel
counsellor to make sales. Although Susie did consult with the clients, she did not make the
booking so any commissions that Janet made on the sale are completely up to her to either
keep to herself or share with Susie. I would also have to speak with each employee and let
them know what they did wrong and how to prevent situations like these in the future.