HELPING WIDGET ENTERPRISES REPAIR AND GROW A CORE BUSINESS RELATIONSHIP
Widget Enterprises* has a long standing commercial relationship with a core customer. The customer raised some concerns over their supply contract and it got to the point that the customer was threatening to sue over some technical points in the contract. Quentin was asked to attend a meeting with Widget’s CEO and financial controller together with the customer’s key staff and their lawyer. The meeting started with the customer’s lawyer outlining in detail the customer’s grievances. The customer had two independent experts at the meeting who started discussing technical aspects to back up their claims. For Widget, Quentin acknowledged that there were issues from the past that were being raised but suggested that rather than making those the first priority, that Widget and the customer start with a clean slate and discuss what a brand new supply contract might look like. Quentin suggested that if we could reach agreement on that, then we could come back to the past issues and try to resolve them at that point. With this change of focus, ultimately Widget and the customer signed a new long term supply contract and the previous customer grievances were easily resolved as part of that agreement. The ongoing commercial relationship continues to grow between them for the benefit of both parties.
*Name changed to protect clients identity.