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The Work Environment At Drainflow

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DrainFlow has been a key player in the plumbing service industry since the 1960’s providing commercial plumbing maintenance and residential plumbing maintenance throughout the United States. Since Lee Reynaldo joined the team at DrainFlow as their regional manager two years ago, she has noticed that the situation within the work environment doesn’t seem to be headed in a positive direction. The work environment doesn’t seem to be as lively or spirited as she remembered it being at her former workplace, Lightning Plumber. Lately, Drainflow seems to be losing many of its customers to their competitor, Lightning Plumber. Reynaldo suspects that the reason that the work environment at DrainFlow is less vital is due to employees not being motivated to provide quality customer service as they do at Lightning Plumber. Reynaldo recently sent out customer surveys and the results she received validated her suspicions. The results showed that even though 60 percent of respondents reported being satisfied with their experience and would be willing to use DrainFlow again in the future, 40 percent of respondents did not have positive experiences and would be contacting a competitor for services in the future. Reynaldo is speculating if the cause of the customer retention problem is being contributed to by DrainFlow’s job design for their employees. The current job design structure was created to keep costs as low as possible. The four job classifications are very specialized. The

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