Problem
Barney, a 25-year-old locksmith is pleased with how busy he is on the job. He notes that people locking themselves out of their cars and homes make up about 25 percent of his business, and the demand for these types of rescues seems recession proof. Barney is also quite active in other aspects of locksmith work such as installing locks in offices and homes. Barney's employer is doing quite well, and he aspires to become a manager in the firm. Barney notes, however, "My boss said he won't promote me until I get along better with people. He says that too many customers complain about how I deal with them. I get the job done, but some of them say I'm kind of a jerk. Or they might say that I'm a little rude. My boss even told me that two different customers said they were pleased with the work I did, but they do not want me back again."
Evaluate the situation that Barney is dealing with and explain what Barney needs to do.