Comprehensive Report: Client Needs and Service at Megan Mechanical Ltd

This report from Megan Mechanical Ltd details interactions with two clients, Mr. Lachlan Williams and Miss Sarah Brown, outlining their needs for a wheat processing machine and solar panel installation, respectively. The report covers research methodologies, findings, and recommendations, including alternative solutions and after-sales services. Part Two provides short answer questions on style guides, formatting techniques, and business document design. Part Three presents a role-play scenario showcasing a customer service interaction regarding solar panel selection and installation, emphasizing client communication, product knowledge, and problem-solving. The report highlights the importance of client satisfaction, warranty policies, and effective business communication strategies.

PART 1 REPORT AND PART 3… 1

PART 1 REPORT AND PART 3… 2
PART ONE: REPORT
Introduction
In August 2017, two clients Mr. Lachlan Williams and Sarah Brown visited the Megan
Mechanical ltd to seek mechanical services. Mr. Lachlan a 43-year-old gentleman who sails
from New South Wales needed the firm to help him install a wheat processing machine in his
wheat plant. On the other hand, Miss Sarah Brown, a middle age woman sailing from
Queensland needed solar installation services in her new house. As the head of the company
operations, I oversaw a research to acquire more information regarding their needs to assist
the firm to deliver the required services effectively (Kelemen, 2003).
A team of three experts was sent to New South Wales to find out the state of the wheat
processing machine and gauge the environment of operations. Also, a solar power expert
went to Queensland to do a study of the house and appliances the solar will be expected to
support. The research work was also boosted by a team of legal personnel who oversaw all
the legal affair which was concerned by the services demanded (Gürses, et al., 2011).
During the activities, meetings were arranged with the clients to give highlight to areas which
could not be understood by observation. A further study was done online where the
employees searched for effective tools and research regarding the geographical condition of
the areas (Aggarwal, 2001).
The online research made use of the Boolean operators “and”, “or” and “not” to widen the
search result by the Google engines to help the experts obtain a full set of relevant
information. Afterwards, there was a joined discussion where all the individuals tabled their
findings (Enderton, 2001).
Furthermore, the research was strictly based on facts obtained by methodologies which were
put in place with no adherence to any theories or assumptions.

PART 1 REPORT AND PART 3… 3
Findings
Having gone through the feedback of the teams which were tasked with considering the needs
of the clients the following facts were obtained.
 The wheat processing machine in Mr. Lochlan’s farm could not match the needs to
which she intended to put it.
 The supply of energy to be consumed by the machine needed further boosting as the
current one was not adequate to cater for the intended needs.
 The model of solar power model which Miss Sarah required were no longer being
dealt with by Megan mechanical limited.
 Miss Sarah had no previous use of solar power.
Conclusion
To assist Mr. Lochlan to achieve his objectives our farm directed two experts to advise him
on the disadvantages that he will feel should we go ahead and install the wheat processing
machine. In addition, we gave him an alternative machine model which he readily accepted
and was installed.
On the issue of energy supply, we could not assist the client as it was outside our area of
operations, to that effect we politely requested that he seek help in other organizations
(Morgeson, 2011).
As the policy of the farm to work in collaboration with other businesses to satisfy the
consumer needs our farm directed her to a competitive farm which though was dealing with
the solar panel model. This, however, did not terminate our association as the after sales
services being offered by our organization enabled her to stick to our personnel for
installation and subsequent maintenance of the solar power system.

PART 1 REPORT AND PART 3… 4
Despite the client lack of experience with the use of solar power, the knowledge possessed by
our experts made it easy for her to learn the basics and could enjoy the experience.
During our association, we disclosed to both the clients of the warranty policy of our farm
and all of them were free to seek consultation and repair services with us freely for the next
one year from the time they accepted our products (Elkins, 2013).
Recommendations
For future reference, this information should be documented in the company client files to
allow for use in the future should a need arise.
The validity of this document lies on the company contract with the employees which
demand that every individual uphold honesty in their duties. The information should be dated
during filing so that its relevant in decision-making will be easily gauged and any future
collected information catered for to maximise validity.
PART TWO: SHORT ANSWER QUESTIONS
1. Why use style guide
A style guide is an integral part of keeping consistency in the communication and
branding process. It maintains a credible voice every time a member of the
organization writes a different communication material. This enhances the
professionalism of the business (Casagrande, 2006).
2. Formatting techniques
Us of standard font size which is 12.

PART 1 REPORT AND PART 3… 5
Selection of appropriate font style, either Arial or Times New Roman. This is
recommended for business documents.
Using black text and applying colored text when highlighting.
Cases where the order is necessary to make use of the numbered list.
Each completed sentence should end with a period.
Make use of headings which are well highlighted where necessary (Casson & Ryan,
2006).
3. Designing a new business document
In designing a business document first, we should gather information concerning the
purpose and functions of the document, the nature of the information presented in it,
how the document will be used and the ways of accessing the document.
The first step will be to look into the budgetary allocation. The length of the
document, the number to be generated as well as its quality will be restricted by the
budget.
Afterwards, the schedule of the document will be viewed considering schedule of
other people who will be involved in the document preparation.
Designing the document within the available capacity. The text of the design should
allow for the inclusion of the entire contents. Headers, illustrations, and captions must
all be taken care of. All this should be restricted to capabilities of the software used to
design the document.
The document being prepared should be matched by the correct software to generate
the best quality of the required features.
Upon completing the document designing process all produce a final copy to test if
the outcome is as per the requirements, any changes are then modified appropriately.

PART 1 REPORT AND PART 3… 6
The text of the document will be checked regularly and in cases where I have worked
on a text for a prolonged period, all consider having someone go through it so that
mistakes in the texts are not overlooked (Frohmann, 2009).
4. Rules of English applied when writing business document
Clarity, the language used should not contain big words rather it should be simple and
easy to understand
Desist from using foreign phrases were simple English words which can be used
instead exist.
Avoid using long words in situations where short words fit.
Use plain English, make your points specific.
Spell check and edit your document before producing a final copy.
Additional rules to follow in business writing.
Evaluate your points before noting them
Make follow-ups after submitting your document.
PART THREE: ROLE PLAY
Me: good afternoon? My name is James Willis how may I help?
Miss Sarah: good afternoon, am looking for a solar panel.
Me: any specific model you may wish to order?
Miss Sarah: no, I had my television set burned by the excess voltage from the electricity
supply so I won’t mind your selection.
Me: sorry madam we did have such an accident in our house 2 years ago it must have been a
disappointing day for you.
Miss Sarah: ooh don’t worry these electronics are unpredictable

PART 1 REPORT AND PART 3… 7
Me: Not really, it may have just been the fault of the power company so don’t blame your
electronics as such. You mind giving me a little information regarding the intended use of the
solar panel
Miss Sarah: yeah, it will supply power to my entire household.
Me: nature of machines in the house?
Miss Sarah: not match just a refrigerator, television, radio, gas cooker, oven and for ironing
purposes.
Me: that will need a model with high capacity, where do you stay?
Miss Sarah: Queensland we experience pretty much sunshine.
Me: you are lucky to even a medium capacity will do.
Miss Sarah: I hope so, am not ready to splash so much cash in the heavy models either. What
off the installation services?
Me: currently our technicians are not available but all refer you to the Denillo firm we
network with them to assist our clients in cases of emergency.
Miss Sarah: well, in that case, I would wish to look at the catalog?
Me: of course, have this (handing the customer the catalog) the models will be useful in your
case you can choose the one that best fits your budget.
Miss Sarah: fine how about the grey one in the first page our custom does not favor putting
the red colors up the roof.
Me: No need to worry about that you can ask for a repaint in case you need the red model our
firm offer it freely as after-sales service.
Miss Sarah: may I see the models?

PART 1 REPORT AND PART 3… 8
Me: In that case let me seek for you a colleague for guidance afterward you can come back to
the desk and make an order should you find a product which suits your taste.
Miss Sarah: thanks, hope the process won’t take long.
(after 5 minutes)
Me: welcome back miss.
Miss Sarah: I would like to make an order.
Me: In that case fill in this form and sign at the bottom, note that we will offer repair services
should there be any within the next 2 years, in addition, the product will have a one-year
warranty.
Miss Sarah: that’s sounds amazing then I don’t have to worry about defaults.
Me: No miss I assure you will not even need the repair our products are of high quality
Miss Sarah: I hope so to have the papers.
Me: well, you may not make the payment and you will have the product delivered within 24
hours from now. Hope you indicated the right address in the forms?
Miss Sarah: yes, how about your contacts.
Me: Don’t worry they are printed on the receipts
Miss Sarah: ok then I hope I will not be disappointed.
Me: of course, satisfaction is our utmost priority. Have a good day.
References
Aggarwal, V. B. a. V. S. G., 2001. Handbook of Journalism and Mass Communication, s.l.:
s.n.

PART 1 REPORT AND PART 3… 9
Casagrande, J., 2006. Grammar Snobs Are Great Big Meanies: A Guide to Language for Fun
and Spite, New York: Penguin.
Casson, T. & Ryan, P. S., 2006. Open Standards, Open Source Adoption in the Public Sector,
and Their Relationship to Microsoft's Market Dominance". In Bolin, Sherrie, s.l.: Sheridan
Books.
Elkins, Z. T. G. a. J. M., 2013. Constitute: The World's Constitutions to Read, Search, and
Compare, s.l.: s.n.
Enderton, H., 2001. A Mathematical Introduction to Logic. 2 ed. Boston: MA: Academic
Press.
Frohmann, B., 2009. Revisiting "what is a document?. Journal of Documentation, 65(2), pp.
291-303.
Gürses, S., Troncoso, C. & Diaz, C., 2011. Engineering Privacy by Design, s.l.: International
Conference on Privacy and Data Protection.
Kelemen, M., 2003. Managing quality: managerial and critical perspectives, s.l.: SAGE.
Morgeson, F. V. &. P. C., 2011. Do They All Perform Alike? An Examination of Perceived
Performance, Citizen Satisfaction, and Trust with US Federal Agencies. International Review
of Administrative Sciences, 77(3), pp. 421-459.