Jay Goltz Case

Jay Goltz’s decorative framing company in Chicago, IL, is a well-run business that takes customer service very seriously. Mr. Goltz owns this and three other (unkown) businesses, and lists a number of promises to his customers. Were Mr. Goltz to come to me to advise him on this business, I would tell them that his goals are very noble and will be beneficial to his business, but there are a two policies I would advise him to change if he hopes to stay in business long-term. First, I believe his commitment to customer service is excellent and admirable. According to Mike Sawyers in Entrepreneur, “It’s about long-term relationships and treating your customer’s right. Do what’s right for them long-term” (Sawyers, 2013). As an employee, I would want to work in a company that values this so highly, and takes pride in what it does. …show more content…
Goltz’ “one strike and you’re out” policy for firing staff will hurt him in the long run. He promises that his employees have art backgrounds and nine years of experience, which is a rare thing to find. I admire Mr. Goltz’s commitment to train an employee who needs help, but if he fires everyone who gets more than one complaint, he will soon have difficulty finding new employees that fit his promise to his customers. That’s not to say that he should keep problem employees. In “Managing Employees—5 Scary Small Business Mistakes,” the author writes that one of the main mistakes a manager can make is to wait too long to fire a problem employee (“The Evil HR Lady,” All Business). However, I’d advise Mr. Goltz to save his strict firing policy for employees that show rudeness, disrespect, or laziness, and not those that make trainable framing errors. He might wait to fire those employees if he does not see an improvement over a designated period of