The Esoteric client (cartoon case)
The case shows the relationship between a bank and a wealthy client, who becomes very difficult to deal with. He follows the principles of astrology, and insists on applying these principles to all his investment trades. When he realized that the banker does not take him seriously, he writes a complaint letter and demands an apology. The bank has to decide whether to lose a very profitable client or not, and if not, how to handle this relationship in the future.
This case illustrates how easy it is to claim to be “client oriented”, and how difficult it can be to fulfil that promise when clients become difficult. It also addresses the issue of client relationships from a team management perspective when a senior manager hands over a difficult client to a junior manager.
2009
Cranfield University
Wharley End Beds MK43 0JR, UK
Tel +44 (0)1234 750903
Email [email protected]
Harvard Business School Publishing
60 Harvard Way, Boston MA 02163, USA
Tel (800) 545-7685 Tel (617)-783-7600
Fax (617) 783-7666
Email [email protected]
NUCB Business School
1-3-1 Nishiki Naka
Nagoya Aichi, Japan 460-0003
Tel +81 52 20 38 111
Email [email protected]
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