Ancillary Cases and Teaching Notes
Case A25: Dexter Brown, Star Salesperson
Janet Gould (personnel administrator of Ian’s, an elegant men’s boutique in New York) had to decide
what to do about her current problem child, salesman Dexter Brown.
Brown, a young man of 26 with movie-star good looks and a personality to go with them, had come to the
store with wonderful references. He’d sold for two other men’s stores (both somewhat less pricey than
Ian’s) and both his supervisors had said he was the best salesman they’d ever had. Indeed, he lived up to
his advance billing. Ian’s average salesman sold $1,000 a day on weekdays and $1,500 on Saturdays. In
Brown’s second week, he hit $2,000. Every day he was beating all the more experienced people hands
down.
Overall, store sales were up since his joining the staff, but nowhere near 50 percent, which meant that he
was in effect “stealing” some of the other men’s business.
Gould had heard complaints from some of the others. Jim Green said, “I’ve got to admire that guy. I
watch him all the time and learn something new each time. But he’s eating into my commissions, and I
don’t like that. I’ve got a family to feed.”
Art Ward was less complimentary. “That little rat, he’s stealing my customers—my customers. He
doesn’t give them a chance to come in and say hello—he just grabs them. They’ve started listening to
him.”
Discussion Questions
1. What are the positive and negative aspects of Brown’s behaviors?
2. Should the boutique fire Brown?
3. How can Gould emphasize the positive aspects of Brown’s behavior and reduce the negative
aspects?
4. What specifically would you say to Brown during the six-month review meeting?