As for going to the CEO after just one engineer visit, personally I don't think it would ever be justified.
Now that all depends on what happened on that visit doesn't it. If the customer was left very dissappointed, no matter how many visits one is perfectly justified to contact the CEO. My main point was your claim it increases costs to which I haven't seen any evidence. Reading the entire thread most agree contacting the CEO is a good idea. I rest my case
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