Tense Talk Leads to Flourishing Partnership

摘要

Direct communication about past problems can lead to improved relationships and more business. "In early January [2007] I received a call regarding an error in the printing and mailing tax statements we prepared for the Employment Security Department (EST)," writes Director Jean-Luc Devis. "After a quick recap of the job and a follow-up with our CSR I realized there was a string of various errors occurring with this quarterly mailing. "I met with Paul Trause, deputy commissioner at ESD, in an information-gathering attempt. It was during that meeting that I discovered how poor our track record was with this agency customer. They were currently in the process of getting quotes to outsource the work we were doing. I asked if we could present a corrected solution and was given one month and no guarantees.