February 6, 2014
Loray Olan
BUS 303
Professor Gentile
Dr. Jane.com – Custom Vitamins
Case Study for Dr.Jane.com- Custom Vitamins
The case “Dr.Jane.com - Custom Vitamins is a great example of what not to do in resolving a customer complaint.
Dr. Jane Chung is a renounced health and nutrition guru, who has written two books on the subject. As a new business venture, Dr. Jane Chung has partnered with Tania Cox, an Internet entrepreneur, and they started a website to sell custom vitamins under Dr. Jane’s name – “Custom Vitamins”.
In this situation Maxine Slezak, a longtime fan and faithful customer, wrote a letter to Dr. Jane explaining that she is having problems with the website as well as the websites customer service. Ms. Slezak had been receiving vitamins that she did not place an order for. In an attempt to retain customers Dr. Jane’s website had started a new system that gave the customers an opportunity to opt out of receiving vitamins automatically. Ms Slezak had not seen this feature on the website and did not opt out of the service. Upset with the situation, Ms Slezak asked to receive a formal apology and a free ninety-day supply of the product. A SWOT Analysis
There are many ways that Dr. Jane can handle this situation and actually have her company benefit from it.
This situation will provide many strength that the company can take advantage of. The valuable insight of how customers view your company and how it works can be a major benefit to any company. Another advantage that could be derived out of this situation is the good word that Ms Slezak could potentially spread if she is dealt with in a correct manner.
Although there are many strengths that could come from this circumstance, there are many weaknesses that could occur as well. The company could not comply with Ms Slezak’s request and just as quick as she could spread a good