14.1 Customer Relationships
Acting as Mark, I would, first of all, acknowledge the failure of our equipment to meet the proposal’s demands. Then I would speak to the senior engineer to find out exactly the cause of the equipment breakdown. After apologizing to Amy and DTE, I would also assure them that a solution was being implemented as we speak. The assurance would prompt a meeting with the senior engineer where we would then come up with a temporary solution and also evaluate whether all the equipment needed replacing.
Every stage in the buyer-seller relationships matters. Albany’s relationship with DTE is already in the early stages since this is the first time they were doing business together. Furthermore, DTE introduced Albany to a new business venture with British Petroleum. So overall Albany’s relationship with both companies was in the early stages. All stages of the buyer-seller relationships matter. The first two stages are especially delicate since this is where one reviews whether the relationship is worth it or now.
I would explain to the manager that this is a new venture with a lucrative opportunity. I would also remind him of the length of time it took for me to get a project with DTE. The manager would be most interested in knowing whether the venture is worth the 5000 dollar trip and other expenses that would be involved. On the line with Allison, I would explain to her what the simple fix to the equipment would be and then emphasize that Albany would handle it and finally assure her that everything would be fine.