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CASE STUDY. The client was still not satisfied with a solution Quinn had proposed the day before to make up for unmet expectations regarding flowers delivered on Valentines’ Day. He wondered how best to respond.
On 17 February 2017, Thomas Quinn, the managing director of online florist, Flowers4U.co.za, received an irate email from one of his clients. The client was still not satisfied with a solution he had proposed the day before to make up for unmet expectations regarding flowers delivered on Valentines’ Day. Quinn wondered how best to respond.
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