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When shipment issues arise, it’s not uncommon for the buyer to display an attitude of “it’s your problem, we pay you to fix it”.
Fair enough – a service has been promised that could not be delivered. Perhaps there is even a clause involved that will result in a penalty being paid out.
Now, I’m not saying a bonus/malus system is necessarily a bad idea, but will the penalty salvage your hurt customer relationship? Oftentimes, there is less of a long-term blow by engaging more with the carrier and trying to solve the issue together.
So how do you do lay the foundation for such a relationship? Here are a few tips to keep in mind when negotiating your next transport solution:
These are all ways to minimize the impact of unforeseen circumstances, whether you are able to nip them in the bud or if they’re urgent. In any case, one thing is true – things will be resolved faster, and cheaper, if time is spent on improving the symbiotic relationship you have with your supplier.
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