15-11-2017

It was a dark and stormy night … Horror stories always start this way and since Halloween has just passed, it makes sense to keep this thread.

But not just for that, too, because, in fact, sometimes you find yourself having to handle situations where things are likely to become terrifying.

Starting with a concept, we can have two kinds of professional relationships: customer and supplier (the most classic, but also the most outdated one) or we create a business partnership where you tell us what you need and we do so to make it happen.

In the first type of relationship, you often have to deal with a pattern of behavior for which either things are fine or they go wrong. Point. There is no way out of the way.

In the second type of report, make a journey together, because both of you want to get to a certain kind of goal. Maybe more than one.

In paperwork, you have both situations.

There is not the right or the wrong version.

Maybe there’s the most current and vintage one, let’s put that way.

The fact is that if you work with a client as a partner, things are proven, work better for both, get extraordinary results and are even more enjoyable.

This is the case with a job that commissioned us a client who, among other things, was from the other side of the world.

When you are so distant, potentially, misunderstandings can be many. It is for what we opened with the “dark and stormy night”.

We’ll call him John for ease.

Well John, for his company, was convinced that he wanted us a kind of cardboard with a delamination factor of 250 J / m2. Translated: he wanted a particularly strong cardboard type.

The commissar starts and the work goes into production. After just a month (the time it takes for the bancale to travel around the world), the client writes to me, saying the job was bad, the result as well, and that he would not work with us anymore.

What do you do in these cases?

Wait for the time zone turn and then pick up the phone to figure it out.

I’ll do it short:

speaking, not as a customer to supplier, we found that the problem was not delamination, but the resistance to moisture. No other theme.

Always speaking clearly, as if we were working on a common project, we found that we could create a cardboard mix that could win the final challenge our John was called.

All by simply changing the type of relationship.

The final result:

 

Obviously we did not lose the customer, John and his company continue to work with us and continue every year to renew their trust in us.

We have had the opportunity to develop new technology, a new product.

Ergo: We are all happy, but even more, everyone has won, in the true sense of the word.

That’s what the “customer is not always right”, or rather, tailor made service: stop making the vendor and pull on the sleeves to find innovative solutions to make everyone happy.

And I must say that is the part of our job that I like the most.

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