Raleigh Rosse A Private Sector Business - 1116 Words

Raleigh Rosse was a private sector business which specialized in luxury goods including; clothing, accessories, bags, shoes, etc. for both genders. The firm was founded by Michael Raleigh and Conor Rosse. The firm had exceedingly high customer service and a great reputation. Furthermore, the firm managed to have a very loyal customer base which increased from year to year because the firms strive to maintain great customer service. In January 2010, Raleigh and Rosse were being sued for coercing employees to work â€Å"off the clock† hours. This was because the firm encouraged or coerced sales representatives to spend time, apart from normal work hours meeting client’s needs. This and other issues such as the â€Å"Ownership Culture† program led to the many problems that were being faced by Raleigh Rosse. This case illustrates how expeditiously a company with exceedingly great customer service, dedicated customer base, brilliant reputation and rapid growth were faced with unforeseen and undesirable consequences. This occurred from simply trying to maintain the firm’s reputation via providing excellent customer service. As the saying goes â€Å"All what glitters is not gold†. Raleigh Rosse became the perfect example of this statement. The firm had established a loyal customer base and a distinctive reputation by employees meeting and exceeding customer needs. In 1987 Raleigh Rosse introduced a new program called â€Å"Ownership Culture†. This was one of the main issues that led to the