Abdul has been a service manager for ten years and knows very keenly that the key to consistent…

Abdul has been a service manager for ten years and knows
very keenly that the key to consistent long-term success of his service
business at Als Service lies in the goodwill of past and current customers. In
order to continue to build business he needs to build his base of satisfied
customers. Currently his shop is receiving an 80 percent customer satisfaction
rating, which ranks right in the middle of shops in the local Shop Owners
Association (SOA). After a little bit of investigation he finds out that the
highest score achieved is 88 percent. Abdul sits down with his employees to
voice

Abdul has been a service manager for ten years and knows
very keenly that the key to consistent long-term success of his service
business at Als Service lies in the goodwill of past and current customers. In
order to continue to build business he needs to build his base of satisfied
customers. Currently his shop is receiving an 80 percent customer satisfaction
rating, which ranks right in the middle of shops in the local Shop Owners
Association (SOA). After a little bit of investigation he finds out that the
highest score achieved is 88 percent. Abdul sits down with his employees to
voice his concerns and they brainstorm to decide what they should do.

Which is the best idea? Why? Why not?

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