Components
![Journal of Critical Incidents Journal of Critical Incidents](https://ignited.s3.amazonaws.com/s3fs-public/styles/logo/public/logo/Screen%20Shot%202020-01-07%20at%203.12.57%20PM.png?itok=4STu7rPz)
Customer Trust or Business Realities: Trying to Keep a Small, Family Firm Alive in
This decision-based critical incident describes Jorge’s concern about how to deal with the double bind of customer backlash caused by charging large deposits for propane tanks while facing a severe labor shortage. The double bind of customer backlash and a labor shortage threatened the viability of Gutierrez Gas, which Jorge had operated since graduating from university. Jorge needed a miracle solution to help prevent the loss of propane tanks, retain his customer base, and keep his firm appropriately staffed.
After completing this assignment, students will be able to:
1. Explain how economic turbulence is a catalyst for disastrous disruption to previously successful small, family-owned businesses
2. Develop mutually beneficial creative solutions to managerial problems
3. Analyze and debate the positives and negatives to strategic business decisions