Hassler & Howard Inc was founded in 1975 by

Bob Hassler and Howard.

The firm maintained a steady level of commission
income over the first seven years of its existance
In 1982 Hassler died in an automobile accident
His wife Jeanne replaced him as a partner in the
firm

H&H broaden its customer base over the next decade and accepted several new
principal like
Consolidated Computer Components
Eastern Technologies
American Circuits
Triple Star Manufacturing ,etc
Hassler also added four salesperson to accommodate the firms increasing business
needs
1.Jack Olsen
Joined Hassler & Howard in 1984
Coves sales territories of northeast Philadelphia
He developed many of his existing principal relationships and attracted several new
principal and customer
2.John Perril
3.Tom Kirsh
4.Chris Thomas

Problem
The emerging conflict between Consolidated Computer
Components and Hassler& Howard Inc
This is mainly due to the conflict between Jack Olsen
and Bill Sawyers who was eastern regional manager for
Consolidated.
Bill Sawyers say that either jeanne get rid of Olsen or he
will find new rep.
Consolidated represent a major portion of commission , at
least 30% and without Consolidated they would be on the
rocks financially.

What do you think is the cause of the emerging

conflict between Consolidated Computer Components
and Hassler& Howard Inc.?

Consolidated is a critical principal of H&H and has a working

culture that seems to be authoritarian and the firm does not
encourage any questioning by the representatives.
They almost never listen to or implement suggestions
posed by the H&H salespeople and never reverse their
decisions, demanding immediate compliance.
However, one of the salesperson-Jack Olsen, gets into a
conflict situation with Bill Sawyers, Eastern Regional
Manager for Consolidated and this has led to a channel
conflict for H&H. In particular, Consolidated manager has
two complaints against Jack Olsen:
* Jack does not complete his activity report, and has a laid
back approach
* At the sales meeting at Consolidated Computer
Components Jack disagreed with Sawyers regarding the
products sales policy, in front of the entire executive staff

 These, specially the second point, in line of the fact that

Consolidated is a big client of H&H, has led Bill to
demand the dismissal of Jack Olsen from the payroll of
H&H.
While H&H was aware of the culture prevalent at
Consolidated and their intolerance for any objections, the
sales people should be clearly communicated the mandates
which the company wants to follow. Does it want to give
clear objective suggestions which are for the clients
benefit and not afraid to speak them out, or do they want to
simply appease the client.

How would you resolve the conflict?

Listen carefully -I would first talk to Jack Olsen and listen to him
Ask Question
-why he had not sent the activity report for last four consecutive
month.
-why he was disagree with Sawyers about product sales policy in
front of entire executive staff
Analyze the situation to find out the reason for conflict is it
because of above reason or because of there personal differences
Identify the way to solve the conflicts
a) Apologize- If I find that it was Jack Olsen mistake then I would
ask him to apologize
b) Compromise- If I would find the that mistake from both side then
I would look for compromise
c) Shift Jack Olsen to other principals- If compromise doesn't
happen then I would shift Jack Olsen to other principals

What action would you recommend to

Hassler&Howard to help avoid such conflicts in the
future?

Awareness-as in this case Jeanne Hassler has no idea about the

activity report which Jack Olsen has not sent from last four
month
Monitor the situation and identify the chance of conflict so
that it can be control in early stage.
Clearly state the culture prevalent at Consolidated and their
intolerance for any objections, the sales people should be
clearly communicated the mandates which the company wants
to follow
Follow the Rule -for every salesperson it is necessary that he
follow the rule of the organization, so that chance of conflict
doesn't arise