An Organizational Behaviour Case Study - What will you do, if you were the Boss?

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Bhavin is a team leader of a sales team. Nearly fifteen people report to him. Ramesh, one of them, is a very loyal, engaged and committed employee. He is generally very professional and punctual in completing all the tasks assigned to him. Even the clients are generally delighted with his service - he tries to solve them problems as fast as possible. He equally effective.

Once it so happened that Ramesh was engaged in some personal work (which was critical). Bhavin was fully aware about it and had been very supportive to Ramesh. Ramesh was officially on leave because of the same. 

A potentially profitable client (Let us call her Disha) called Ramesh. Ramesh didn't receive Disha's calls more than once, because of above mentioned condition. That annoyed Disha thinking that Ramesh was not sincere in his work.

When Ramesh called back to her, she said that she didn't like his attitude (of not accepting her repeated calls). Ramesh felt very sorry about it. He knew that losing this client would be a great loss to his organization. 

Ramesh wrote an unconditional apology letter (e-mail) to Disha, and marked its CC to Bhavin. In fact, Bhavin came to know about this client only after reading Ramesh's mail. Ramesh clarified why he had not received her calls and even mentioned in that mail to Disha that she could complain about him to his boss (i.e. Bhavin), if she felt that his clarification to her was not justified.

Though Disha didn't bother to complain to Bhavin, he (Bhavin) did realise that the company had lost a big client as Disha gave contract to a competing firm.

Now, if you were in Bhavin's place, what would you do? Would you take any action against Ramesh or not? Why?

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