Services

Possible Solution(S)

I see several options here, let me know which you thought of too. Or did I not even think of your possible solution?

1. You can easily fulfil the order of client 1 in full and ask the new client to respect your lead time. Offering them the remaining stock you have.
2. You speak to client 1 and see what stock they have and how urgent their order is. After all you want to impress your new client with high demand and they may be able to extend the lead-time on their order.
3. You speak to the factory and see if there is any way they can work overtime to fulfil your order so as to let neither client down. You may not make money from this order, but keeping the client in the long term  is key and far more important than the profit on a single order
4. Look at alternative suppliers that may be able to deliver the same product on time

Are you wondering why I didn’t suggest you throw everything at the big new client? In my opinion there is no solution where you sacrifice one client for another, especially a loyal one, no matter how big the future potential. Mutual respect is key to building strong long lasting business relationships. It has also become extremely obvious that a meeting with the new client should be pencilled in immediately. As their supplier you must be proactive, attentive and organised. There is obviously some miscommunication with regards to stock in your warehouse and the lead time for your apples. So book a face to face meeting and iron out future terms. Face to face meetings are the best, in the current climate a Zoom call may suffice.

Your meeting with your new client:

●     Establish their forecasted needs

●     Can they provide an open order for 6/12 months

●     Confirm your maximum stock held in your warehouse

●     Confirm lead-time from the factory

●     Would they like you to hold stock for their sole access

●     Perhaps the factory would be happy to hold stock based on the clients open order

●     Get an order agreement signed if possible

●     Ensure that minutes to the meeting are sent within 24 hrs so there is written proof of what has been discussed and when. 

Possible Solution(s):

For me, it is always imperative to establish all facts before contacting your client. Have the answers to their questions ready and have several possible solutions to offer. This shows you have been proactive, organised and professional. Questions to ask the factory:

●     What is the reason for the delay

●     Do they have any stock

●     Can they arrange overtime to get the order ready and dispatch

●     If the delay is their fault are they willing to pay for express delivery

●     If the delay is not their fault are they happy to split an express delivery fee with you to keep the final end customer happy

Now there is only so much you can do, but you have to show your client that you have exhausted all options. Do not leave it until the last minute to advise your client of delays. You should have chased the factory for an order update 1 week prior to the confirmed dispatch date. You need to call your client (with follow up email within the first hour to confirm your call and details of discussion), advise them there is a delay and why and present them with the possible solutions and apologise profusely.

As long as the facts are clear and the potential client is aware of the hiccoughs well in advance, they will understand. You may need to get the factory to send an official letter explaining the situation for your clients end client, if so this shouldn’t be a problem.

One must exhaust all possible options for a solution and show the client this has been done. Good procedure is invaluable in business, almost as much as good outcomes. You owe it to yourself and your business to invest in streamlined processes. Robson consultancy can do this for you. 

As a professional business RC will never discuss anything related to your company and for peace of mind A Non Disclosure Agreement between both parties is available.