A-10709

Notes:

Apparently Chris & Ricky got heated in teams, meetings, and chats over Mag Mile having a renewal over the weekend. This in-fighting wrapped Nic in eventually as well. I spent time with Chris getting him off the ledge. He was very angry with Ricky and Ricky's tone, referencing specifically credits back to Mazda of Orland Park as well. This caused them to in-fight. I coached him and prepped him to discuss with Nic.

Biggest take aways:

1) This did not need to be a public argument. Once it elevated, both of them should have taken it to private discussion, and agreed to disagree for now and move onto the needs at hand.

2) The need of the customer, regardless, was to get this license purchased and installed before the call of business to ensure no outage occurred on Sunday. As a customer service business both Chris & Ricky should have worked together to that end, ensuring the continuity of the clients business. Working on the wrong license being purchased and then purchasing the right one and credits, all that can be handled once the client is stable and running.

Chris sent an email outlining the decisions made in a call with Nic and I didn't hear anything more.

Action Items:

Follow up with Nic in the 1-1 re: this incident as well as Mazda.

Completed by: George Fassett