Case 1 : Is the customer Always Right?
Brianna Sells an intangible product - homeowners’ insurance. She works hard and tries to meet the expectations of her customers. Eva and Murray Shaddock have had insurance policy for three years. Mr. Shaddock calls Brianna and reports that their root was damaged during last nights storm. Brianna tells him that she and an adjuster will be out to assess the damage . Brianna and the adjuster go to the Shaddock’s home and find several shingles are missing on the north side of the house.
On examination, the damage to the shingles seems unusual. Normally, Brianna would expect to find a few partial shingles still in pace. In this case, it was obvious that eight whole shingles were missing. With Mr. Shaddocks permission, Brianna and the adjuster talk with the neighbours and finds that they no damage again and, based on what they see, suspect that the shingles were pulled out of place. Brianna and the insurance adjuster agree that the damage was not caused by the wind.
in personal development
Answer the following :
Should Brianna tell the Shaddocks that she and the adjuster concluded that the shingles were pulled off the roof and not removed y wind? If so, what should she say?
To keep the Shaddocks as customer, should Brianna file a report that says the roof damage was caused by the wind and should covered by the insurance policy? What might be the result of this filing?
What consequences might the Shaddocks suffer for falsely claiming damage to their roof?
Is “honesty the best policy” in this case?