[Graham’s office – CEO of Norton]
Graham
Thanks for coming at such short notice, Zac. You must be wondering why the urgency.
Zac
No worries, how can I help?
Graham
I wanted you to hear it directly from me. We’re going to let GlobalLink go and start looking for a fresh provider.
Zac
[Silence]
[You know he’s fishing for a price cut.]
Graham
You okay, Zac?
Zac
Fine. It’s a surprise, that’s all. Unexpected.
Graham
It shouldn’t be. Haven’t you seen this?
[Graham holds up about five or six sheets of paper]
Graham
My team logged all the times we’ve told GlobalLink about the problems we’ve been having.
Zac
But they’ve been addressed. I am positive, ‘cos I personally made sure every single Norton issue was closed off.
Graham
You guys are very good at rectifying problems, but they keep repeating. It’s as if your team isn’t even aware of them. We keep spotting the problems for you.
Zac
Now, hang on…
[Watch while I reel you in]
Graham
Zac, I am not starting an argument over who did what. It won’t help GlobalLink’s case.
Besides, our decision is based on factual information, not opinions or a conspiracy against your company.
We have to call our already stressed and increasingly impatient customers to say that we’ve let them down again, that their docs are going to be delayed, or worse, have to be resubmitted.
The biggest reason why we have to make those very painful client calls is GlobalLink’s mistakes. But we’ve now invested in streamlining tech and it no longer tolerates your mistakes.
We need to find ways to protect ourselves. We cannot keep wearing your mistakes, Zac.
Here’s the report.
A quick read, deceptively brief. None of the usual formula of using several examples to support a theory. This is a story about every business which you will be thinking about long after you close the back cover.
Business books are significantly more effective* when they are read in hardcopy. With its bright yellow cover, this one will be visible on your desk or dropped on the coffee table – it will be calling you to read it and implement the wisdom within!
*Big claim, based on donkey's years of experience.
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