Ollie’s thrives on opportunistic buying and a constantly shifting inventory. A store manager needs to balance immediate customer service with strategic task delegation and long-term team development. The core principle is adapting to unexpected situations while empowering the team. This requires a manager to quickly assess the situation, understand the team’s strengths and weaknesses, and make a decision that prioritizes both customer satisfaction and employee growth. In this scenario, the best course of action involves acknowledging the employee’s strength in handling customer interactions, empowering them to resolve the immediate issue, and using the situation as a coaching opportunity to develop the employee’s task management skills for the future. This approach demonstrates adaptability, leadership potential, and a commitment to both customer service and employee development, aligning with Ollie’s values. The manager’s role is not just to solve the problem but to cultivate a team that can handle similar situations independently in the future, fostering a culture of adaptability and problem-solving. This requires a balance of immediate action and long-term strategic development of the team.

The optimal response balances the need for clear expectations, constructive feedback, and employee development. Addressing the performance issue privately allows for a candid conversation without causing embarrassment or damaging morale. Clearly communicating the specific areas needing improvement and providing actionable steps for achieving those improvements sets clear expectations and provides a roadmap for success. Offering support and resources demonstrates a commitment to the employee’s development and fosters a positive working relationship. Ignoring the issue or resorting to public criticism would likely be counterproductive and could damage morale. The chosen approach aligns with Ollie’s values of respect and employee development, fostering a more productive and engaged workforce. Avoiding direct feedback or focusing solely on negative aspects would be detrimental to the employee’s growth and performance.

The most effective approach to this scenario involves a multi-faceted response that addresses both the immediate customer concern and the underlying systemic issue. Initially, the employee should express sincere empathy for the customer’s inconvenience and offer a tangible solution within their authority, such as a partial refund or a discount on a future purchase. This demonstrates immediate customer service and acknowledges the customer’s frustration. Simultaneously, the employee should meticulously document the incident, including the specific product, the nature of the discrepancy, and the customer’s feedback. This documentation serves as crucial data for identifying patterns and trends in pricing errors. Subsequently, the employee must proactively communicate this information to the relevant department, such as the pricing or inventory management team, emphasizing the potential impact on customer satisfaction and overall profitability. This communication should include a suggestion for a systematic review of pricing accuracy across all product lines. Furthermore, the employee should follow up with the relevant department to ensure that the issue is being addressed and to offer any further assistance. This demonstrates initiative and a commitment to continuous improvement. Finally, the employee should personally follow up with the customer to inform them of the steps taken to prevent similar errors in the future. This reinforces the company’s commitment to customer satisfaction and builds trust. This comprehensive approach not only resolves the immediate issue but also contributes to a more robust and customer-centric operational framework, aligning with Ollie’s commitment to value and customer experience.

The most effective approach involves a combination of proactive communication, collaboration, and a focus on finding a mutually beneficial solution. The employee should first proactively communicate with their colleague, expressing their concerns about the potential conflict of interest and the impact it could have on their working relationship. This helps to prevent misunderstandings and build trust. The employee should then clearly explain the company’s policy on conflicts of interest, emphasizing the importance of transparency and ethical behavior. This ensures that both parties are aware of the potential risks and consequences. The employee should then propose a solution that addresses the conflict of interest while preserving their working relationship, such as recusing themselves from decisions related to the colleague’s spouse’s company or disclosing the relationship to their supervisor. This demonstrates a commitment to ethical behavior and a willingness to find a compromise. The employee should then actively listen to their colleague’s perspective, seeking to understand their concerns and motivations. This helps to build rapport and foster a collaborative problem-solving approach. The employee should then document the agreement in writing, ensuring that both parties are clear on their responsibilities and expectations.

The most effective strategy involves a multifaceted approach that combines proactive measures with ongoing monitoring and adaptation. Regularly reviewing and updating security protocols ensures that Ollie’s remains ahead of emerging threats. Implementing employee training programs enhances awareness and preparedness among staff. Conducting routine security audits identifies vulnerabilities and areas for improvement. Establishing clear communication channels facilitates rapid response and information sharing during incidents. This comprehensive approach minimizes risks, protects assets, and maintains a safe environment for employees and customers. It demonstrates a commitment to security that aligns with Ollie’s values.

The most effective response acknowledges the potential conflict and focuses on de-escalation, understanding, and finding a mutually agreeable solution that benefits both the customer and Ollie’s. It demonstrates excellent customer service skills, conflict resolution abilities, and an understanding of Ollie’s commitment to customer satisfaction while adhering to company policies. Directing the customer immediately to a manager without attempting to understand the issue or find a resolution can escalate the situation and create a negative customer experience. While involving a manager might be necessary eventually, it should not be the first course of action. Simply apologizing and giving the customer what they want without confirming the policy or understanding the situation could lead to financial losses for Ollie’s and set a precedent for other customers to exploit the policy. Ignoring the customer’s frustration and rigidly enforcing the policy without empathy or an attempt to find a compromise could result in a dissatisfied customer and damage Ollie’s reputation. A balanced approach is required, acknowledging the customer’s feelings while also ensuring the company’s policies are respected. This involves active listening, clear communication of the policy, and a willingness to explore alternative solutions that might satisfy the customer while remaining within the bounds of what Ollie’s can offer. The goal is to turn a potentially negative situation into a positive one by demonstrating excellent customer service and a commitment to finding a fair resolution.

Ethical decision-making is essential for maintaining integrity and upholding company values. In a retail environment like Ollie’s, employees may encounter situations where personal interests conflict with company policies or ethical standards. This scenario tests the candidate’s ability to identify an ethical dilemma and make a decision that aligns with company values and legal requirements. Ignoring the situation or taking advantage of the error would be unethical and could have legal consequences. Reporting the error to a supervisor would be the most ethical and responsible course of action. The best approach involves recognizing the ethical dilemma, consulting with a supervisor, and following company policy.

The most effective approach involves a combination of immediate action, clear communication, and adherence to safety protocols. The primary concern is the safety of the customer and other shoppers. Immediately assess the situation to determine the nature and severity of the hazard. If the hazard poses an immediate risk (e.g., a fire, a chemical spill, a structural collapse), evacuate the store immediately, following the store’s emergency evacuation plan. If the hazard does not pose an immediate risk, cordon off the area to prevent anyone from entering and potentially getting injured. Notify the appropriate personnel (manager, security, maintenance) about the hazard and provide them with as much information as possible. Follow their instructions and assist them in resolving the situation. Clearly communicate the hazard to customers in the vicinity, warning them of the danger and directing them to alternative routes. Avoid attempting to resolve the hazard yourself without proper training or equipment, as this could result in injury or exposure to hazardous materials. Simply ignoring the hazard or assuming someone else will take care of it is negligent and could have serious consequences.

The most effective approach balances the need for cost savings with the importance of maintaining product quality and customer satisfaction. Conducting a thorough cost-benefit analysis ensures that any changes made are justified and do not negatively impact the customer experience. Consulting with relevant departments ensures that all perspectives are considered and potential problems are identified. While cost-cutting is important, it should not come at the expense of product quality or customer satisfaction. Implementing changes without proper analysis or consultation could lead to negative consequences. By balancing the need for cost savings with the importance of maintaining product quality and customer satisfaction, the manager can make informed decisions that benefit both the company and its customers.

The most effective approach in this situation is to actively listen to the customer’s concerns, empathize with their frustration, and attempt to find a mutually agreeable solution within the bounds of company policy. Escalating the situation to a manager without first attempting to resolve it or offering a generic apology without addressing the specific issue is unlikely to satisfy the customer. While it’s important to adhere to company policy, there may be some flexibility in interpreting the policy or offering alternative solutions. The key is to demonstrate a genuine effort to resolve the customer’s issue and leave them with a positive impression of Ollie’s customer service. This aligns with Ollie’s value of “treating every customer like our favorite neighbor” and emphasizes the importance of building strong customer relationships.

The most strategic approach involves a combination of data analysis, communication, and proactive problem-solving. First, analyze the sales data for the affected items to identify any patterns or trends that may be contributing to the low sales. This could include factors such as seasonality, pricing, product placement, or competition. Next, communicate with the sales team to gather their insights on why the items are not selling well. They may have valuable feedback on customer preferences, product quality, or marketing effectiveness. Based on the data analysis and feedback from the sales team, develop a plan to address the issue. This could involve adjusting the pricing, relocating the items to a more visible location, creating promotional displays, or bundling the items with other popular products. It’s also important to consider whether the items are still relevant to Ollie’s target market and whether they should be discontinued if they are consistently underperforming. Finally, monitor the results of the plan and make adjustments as needed. This iterative approach ensures that Ollie’s is maximizing its sales potential and minimizing losses on slow-moving inventory. Simply reducing the price without understanding the underlying issues, ignoring the problem, or continuing to stock the items without any changes could result in further losses and wasted resources.

In a fast-paced retail environment like Ollie’s, adaptability and flexibility are paramount. A store manager must quickly adjust to unexpected situations, such as a sudden influx of returned merchandise due to a product recall, a staff member calling out sick during a peak sales period, or a significant delay in a crucial shipment of advertised goods. Effective leadership involves not only directing staff but also maintaining morale and productivity amidst these challenges. This requires clear communication, decisive action, and the ability to delegate tasks effectively. For example, when a product recall happens, the manager must immediately inform the staff, organize the removal of the product from shelves, and communicate the return policy to customers, all while maintaining a positive attitude and ensuring minimal disruption to the store’s operations. Teamwork is crucial; the manager needs to foster a collaborative environment where employees support each other in handling increased workloads and customer inquiries. Strong communication skills are essential for conveying information accurately and empathetically to both staff and customers. Problem-solving abilities are necessary for finding creative solutions to unforeseen issues, such as reallocating staff to cover shortages or finding alternative suppliers to mitigate shipment delays. The manager must demonstrate initiative by proactively identifying potential problems and implementing preventative measures. A customer-focused approach is vital for ensuring customer satisfaction despite the disruptions. The best course of action demonstrates adaptability, leadership, teamwork, communication, problem-solving, initiative, and customer focus.

Understanding and aligning with company values is crucial for cultural fit and success at Ollie’s. The scenario presents a situation where a customer, Mrs. Patel, is looking for a specific item that is currently out of stock. Simply stating that the item is unavailable, as in option B, fails to demonstrate a commitment to customer service and problem-solving. Directing Mrs. Patel to a competitor, as in option D, is counterproductive and could result in a lost sale. Promising to order the item without checking availability, as in option C, could lead to disappointment and damage the store’s reputation. The best approach, option A, involves checking the availability of the item at other Ollie’s locations, offering to call those stores to locate the item, and providing Mrs. Patel with alternative solutions if the item is unavailable elsewhere. This demonstrates a proactive approach to customer service, a commitment to going the extra mile, and a willingness to align with Ollie’s value of providing value and creating a positive shopping experience.

The best course of action is to first acknowledge the customer’s frustration and immediately offer a sincere apology for the inconvenience caused by the pricing discrepancy. It’s crucial to demonstrate empathy and a commitment to resolving the issue promptly. Next, the employee should clearly explain the store’s policy regarding advertised prices and the steps that will be taken to honor the lower advertised price. This may involve verifying the advertisement, confirming the product details, and adjusting the price at the register. If the advertised price cannot be immediately verified, the employee should offer a reasonable alternative, such as a discount or a rain check, to maintain customer satisfaction. Throughout the interaction, the employee should maintain a calm and professional demeanor, actively listen to the customer’s concerns, and strive to find a mutually agreeable solution. Escalating the issue to a supervisor should only be considered if the employee is unable to resolve the situation independently or if the customer remains dissatisfied despite the employee’s best efforts. The primary goal is to turn a potentially negative experience into a positive one by demonstrating excellent customer service and a willingness to go the extra mile to meet the customer’s needs. This approach aligns with Ollie’s Bargain Outlet’s commitment to providing value and building strong customer relationships.

The optimal response is to acknowledge the customer’s request, clarify the limitations of the store’s warranty policy, and offer alternative solutions to assist the customer in resolving their issue. Agreeing to replace the item immediately without verifying the warranty terms could violate company policy and create a precedent for future exceptions. Refusing to assist the customer without explanation could damage the customer relationship and lead to negative feedback. Offering to contact the manufacturer demonstrates a commitment to customer service and provides a potential avenue for resolving the issue within the bounds of the warranty. This scenario tests the candidate’s ability to handle customer service challenges, apply company policy consistently, and find creative solutions to customer issues. It highlights the importance of empathy, clear communication, and problem-solving skills in a retail environment. The chosen response reflects Ollie’s Bargain Outlet’s commitment to customer satisfaction while maintaining operational efficiency and adhering to established warranty procedures.

Ollie’s thrives on a dynamic inventory and customer base, requiring employees to adapt quickly to changes. A consistently positive attitude and willingness to learn new systems or processes are crucial for maintaining productivity and morale. When faced with unexpected challenges, such as a sudden influx of a specific product or a change in store layout, the most effective response involves maintaining composure, assessing the situation, and proactively seeking solutions. This might involve quickly learning new procedures, collaborating with team members to address the challenge, or adjusting priorities to meet the immediate need. Blaming external factors or rigidly sticking to outdated methods can hinder progress and negatively impact team performance. Embracing a flexible mindset, viewing challenges as opportunities for growth, and actively participating in finding solutions are key to success in Ollie’s fast-paced environment. This approach aligns with Ollie’s value of resourcefulness and its commitment to providing a positive shopping experience for its customers, even when faced with unexpected circumstances. The ability to remain optimistic and focused on solutions, rather than dwelling on problems, is a critical indicator of adaptability and resilience.

The best course of action is to proactively address the concerns, thoroughly analyze the situation, and collaborate with the team to find a solution that aligns with Ollie’s values and operational needs. This approach reflects initiative, teamwork, and a commitment to both customer satisfaction and ethical business practices. It involves acknowledging the potential issue, understanding the scope of the problem, and working with the team to find a solution that is both fair and effective. This demonstrates a proactive and collaborative approach to problem-solving, which is highly valued at Ollie’s. It also showcases a commitment to ethical decision-making and customer satisfaction, both of which are core values at Ollie’s. By taking the initiative to investigate and address the situation, the candidate demonstrates a strong sense of responsibility and a willingness to go the extra mile to ensure that Ollie’s maintains its reputation for integrity and value. Furthermore, this approach reflects an understanding of the importance of teamwork and collaboration in achieving positive outcomes.

The most effective response acknowledges the need for flexibility while maintaining a focus on the company’s core values and strategic goals. Ollie’s thrives on offering bargains, which often involves opportunistic buying and quick adaptation to available merchandise. A complete pivot to a high-end product line contradicts the established brand identity and customer expectations. Ignoring the available inventory and delaying the store opening would result in lost revenue and potential customer dissatisfaction. Maintaining the original plan without any adjustments would be inflexible and potentially detrimental if the new inventory is genuinely unsuitable for the target demographic. The best approach involves adapting the store layout and marketing strategy to highlight the new, albeit unexpected, product line while staying true to Ollie’s bargain-focused image. This could involve creative displays, special promotions, and clear communication with customers about the unique opportunity presented by the high-end items at discounted prices. The ability to adapt without compromising the core business model is crucial. Furthermore, the store manager should communicate the changes to the team, ensuring they understand how to present and sell the new products effectively, which requires leadership and communication skills. This situation tests adaptability, problem-solving, communication, and understanding of Ollie’s business model.

The most effective response demonstrates leadership potential, conflict resolution skills, and a commitment to fairness and consistency. Ignoring the complaints could lead to decreased morale and further conflict. Publicly scolding the employees would be unprofessional and could escalate the situation. Taking sides without investigating the matter would be unfair and could damage your credibility as a leader. Gathering all involved employees to discuss the issue, actively listening to each perspective, facilitating a constructive dialogue to find a mutually agreeable solution, and reinforcing the importance of teamwork and respect promotes a positive work environment and resolves the conflict fairly. This scenario highlights the importance of leadership skills, conflict resolution, and a commitment to fairness, all valuable qualities for a team lead at Ollie’s.

Ollie’s thrives on a lean operational model and opportunistic purchasing, making adaptability and flexibility crucial. This scenario tests the candidate’s ability to balance conflicting priorities, make sound judgments under pressure, and communicate effectively with their team while adhering to Ollie’s core values of “Good Stuff Cheap.” The optimal response involves prioritizing the immediate customer need (the mislabeled item) to uphold customer satisfaction and loyalty, while also addressing the root cause (mislabeled inventory) to prevent future occurrences. This requires delegating tasks effectively, communicating clearly with the team about the change in priorities, and potentially adjusting the initial plan for the day to accommodate the unexpected situation. Ignoring the customer issue or solely focusing on the planned task demonstrates a lack of adaptability and customer focus, which are critical for success at Ollie’s. Postponing the inventory check entirely without addressing the immediate issue fails to recognize the potential for further customer dissatisfaction and inventory discrepancies. The correct approach reflects a balance between immediate customer needs, long-term inventory accuracy, and effective team management, aligning with Ollie’s commitment to both value and customer service.

The most effective approach in this scenario is to prioritize clear communication, proactive problem-solving, and a collaborative spirit. When faced with a discrepancy between the advertised price and the price at the register, the initial step involves calmly acknowledging the customer’s concern and verifying the prices. This demonstrates respect and attentiveness to their issue. Immediately investigating the discrepancy by checking the advertisement, shelf tag, and system price is crucial to identify the source of the error. If the error originates from an incorrect shelf tag or advertisement, the correct course of action is to honor the lower advertised price. This builds trust and reinforces Ollie’s commitment to customer satisfaction. Notifying the relevant team (e.g., pricing or inventory) to rectify the error prevents future occurrences and ensures pricing accuracy across the store. Furthermore, going the extra mile by offering a small discount or a complimentary item demonstrates empathy and strengthens the customer’s positive perception of Ollie’s. This approach aligns with Ollie’s value of providing a unique and satisfying bargain-hunting experience. The key is to resolve the issue efficiently, transparently, and with a focus on exceeding customer expectations, thereby turning a potential negative experience into a positive one that reinforces customer loyalty. This proactive and customer-centric approach is more effective than simply deferring to a manager or rigidly adhering to the register price, which could lead to customer dissatisfaction and damage Ollie’s reputation.

The most effective approach in this scenario balances several factors. Firstly, maintaining a positive and constructive relationship with the vendor is crucial for Ollie’s, as strong vendor relationships are key to securing bargain deals. Secondly, upholding ethical standards and adhering to Ollie’s’ policies is non-negotiable. Accepting a gift that exceeds the company’s allowable limit creates a conflict of interest and potentially compromises objectivity in future negotiations. Finally, transparency and proactive communication are essential. Informing the supervisor allows for guidance and ensures that the situation is handled appropriately. The optimal response acknowledges the vendor’s generosity while politely declining the excessive gift, explaining company policy, and immediately informing the supervisor to ensure compliance and maintain a strong, ethical vendor relationship. This approach preserves the relationship, upholds company standards, and demonstrates integrity. By being transparent and proactive, the employee mitigates potential ethical concerns and maintains a professional standing. It’s important to remember that at Ollie’s, our reputation for integrity is as important as our ability to secure great deals.

In the complex retail environment of Ollie’s Bargain Outlet, a store manager’s role extends far beyond basic supervision. It demands a nuanced understanding of team dynamics, conflict resolution, and the strategic implementation of company policies, especially when those policies intersect with sensitive employee situations. The scenario presented involves a potential conflict arising from an employee’s medical condition and the company’s attendance policy. The ideal response navigates this situation by prioritizing employee well-being, adhering to legal and ethical standards, and fostering a supportive work environment, all while maintaining operational efficiency. The correct approach involves initiating a private, empathetic conversation with the employee, understanding the specifics of their medical situation, and exploring reasonable accommodations that align with company policy and legal requirements (such as the Americans with Disabilities Act). This demonstrates both compassion and a commitment to finding a solution that benefits both the employee and Ollie’s. The situation also requires the manager to be prepared to engage with HR and potentially legal counsel to ensure compliance and proper handling of sensitive medical information. This proactive and balanced approach aligns with Ollie’s values of respect, integrity, and a commitment to its employees, while also ensuring the smooth operation of the store. It avoids immediate disciplinary action, which could be perceived as insensitive and potentially illegal, and instead focuses on collaborative problem-solving. The manager should also document all steps taken and conversations held to maintain a clear record of the situation and the actions taken.

The most effective approach combines ethical decision-making frameworks, company values, and a commitment to transparency and accountability. First, carefully analyze the situation to identify all potential ethical dilemmas and conflicts of interest. Consult Ollie’s code of conduct and relevant company policies to ensure compliance. Seek guidance from a supervisor, ethics officer, or legal counsel if needed. Prioritize transparency by disclosing the potential conflict of interest to all relevant parties. Make decisions that are fair, impartial, and in the best interests of Ollie’s and its stakeholders. Document all decisions and the reasoning behind them to ensure accountability. Avoid any actions that could be perceived as self-serving or detrimental to the company’s reputation. This approach aligns with Ollie’s commitment to ethical business practices and maintaining a strong reputation for integrity. It emphasizes transparency, accountability, and adherence to company values in navigating ethical dilemmas.

The most effective approach involves a blend of proactive adaptation and clear communication. First, acknowledging the constraint imposed by the sudden inventory surge and the limited storage space is crucial. The team leader should immediately communicate the situation to the regional manager, emphasizing the potential impact on store operations and customer experience. Simultaneously, the leader should initiate an immediate review of current inventory levels, sales forecasts, and promotional calendars to identify opportunities for accelerated product movement. This might involve temporary price reductions, bundled offers, or increased marketing efforts focused on the surplus items. The team should also re-evaluate existing store layout and storage configurations to maximize available space, potentially involving temporary shelving adjustments or off-site storage solutions if feasible and cost-effective. The team leader should then delegate tasks effectively, assigning team members to specific areas such as inventory assessment, promotional planning, and space optimization. Regular communication and collaboration among team members are essential to ensure everyone is aligned and informed. Finally, the team leader should actively monitor the situation, track progress against key metrics, and make adjustments as needed to mitigate any negative impact on sales, customer satisfaction, or operational efficiency. This multifaceted approach demonstrates adaptability, proactive problem-solving, and effective team leadership in the face of unexpected challenges, aligning with Ollie’s commitment to value and efficiency.

Ollie’s thrives on its ability to secure closeout deals and quickly adapt its merchandising strategy. A store manager facing a sudden influx of deeply discounted winter apparel in July needs to balance several factors. Firstly, immediately displaying all the winter apparel would confuse customers seeking seasonal summer goods and potentially damage Ollie’s reputation for relevant bargains. Secondly, space is a premium in Ollie’s stores, and inefficient use of it impacts overall sales. Thirdly, Ollie’s values quick inventory turnover; holding onto the apparel for months ties up capital. The best approach involves strategically storing a portion of the inventory (perhaps in the back room or a less prominent area) to avoid overwhelming the sales floor. Simultaneously, the manager should initiate a markdown strategy, potentially bundling the winter apparel with other items or offering early-bird discounts to clear the inventory quickly. Communicating this plan to the regional manager for approval and potential marketing support is also vital. This demonstrates adaptability by adjusting to unexpected inventory, flexibility by modifying the merchandising plan, and maintaining effectiveness by minimizing negative impacts on sales and customer experience. Delaying action or displaying all items immediately are both suboptimal.

Long-term planning involves setting strategic goals, identifying future trends, and developing a roadmap for achieving those goals. It also requires the ability to adapt to changing circumstances and adjust the plan as needed. Focusing solely on short-term gains can neglect important long-term goals and opportunities. Ignoring future trends can leave the company vulnerable to disruption. Failing to adapt to changing circumstances can render the plan obsolete. In this scenario, long-term planning is essential for ensuring the company’s sustainability and success. By setting strategic goals, identifying future trends, and developing a roadmap for achieving those goals, the company can position itself for long-term growth and profitability. Long-term planning is crucial for navigating the challenges of a dynamic business environment and achieving sustainable competitive advantage.

The best course of action is to proactively address the potential conflict by facilitating a discussion between the two employees, emphasizing the importance of teamwork and collaboration. This approach allows for open communication, identification of the root cause of the tension, and collaborative problem-solving. While acknowledging the tension is important, simply ignoring it or hoping it resolves on its own is not effective. Similarly, unilaterally assigning tasks without understanding the underlying issues can exacerbate the conflict. Publicly reprimanding either employee is inappropriate and could create a hostile work environment. The focus should be on fostering a positive and collaborative team environment, aligning with Ollie’s Bargain Outlet’s values of teamwork and respect.

The most effective response prioritizes understanding the client’s needs and offering tailored solutions. Actively listening to the client’s concerns helps identify the root cause of their dissatisfaction. Explaining the available options, including potential workarounds or alternative solutions, empowers the client to make informed decisions. Offering a sincere apology acknowledges the inconvenience caused by the service disruption. Providing a realistic timeline for resolution sets clear expectations and prevents further frustration. Dismissing the client’s concerns or making unrealistic promises would damage the relationship. Blaming internal teams would be unprofessional and unproductive. Ignoring the client’s communication would be unacceptable and could lead to the loss of the client.