The founder and president of I-Love-Stickers.com (ILS), a web-based sticker subscription service, was wondering how she could best continue to market the firm to increase subscriptions for all the sticker packs. Her final MBA exams, countless deadlines, the birth of her baby, and the June summer rush period for the business were all approaching rapidly. In addition to these concerns, she also planned to open a sushi restaurant in London later in the .....more

Ensign Security Services is one of the largest security guard service firms in North America. From its inception in 1989 the company has developed a long list of customers and had a waiting list of new customers. Because the chief executive officer and founder of the company believed in hiring the best security guards, treating employees fairly and had developed a strong experience management team, the company was able to provide high quality service .....more

Teaching note for product 9B03C006.

A new server at an established franchise restaurant is finishing her shift and has to decide how respond to a situation that happened with a customer earlier that day. The customer had found a lemon wedge in his milk. She resolved the problem with the customer but was concerned that this was another of many incidents that happened since she started. Should she deal with the person she believed was responsible directly or discuss the issue with the .....more