Problem:
You are the CEO of Lazboy, Neosho, Missouri. You manufacture both wood and upholstery products and have yearly sales in excess of $100 million. When you apply conventional finish to the wood, you use traditional lacquers. The California Division of Lazboy has changed from conventional lacquers to a waterborne finish "called magnalox" due to pending EPA legislation and the go "green movement." You decide to change your finish to a "waterborne" to be proactive. Within 3 months of this change you notice your customer complaints are up 12% (directly related to the finish). You are concerned. Lazboy's reputation is on the line. Provide 4 immediate corrective actions you will take to maintain the credibility of Lazboy's reputation? Briefly discuss.