"Poor communication skills can
condemn you to a life of mediocrity and
frustration. Good communication skills
can unlock your dreams of success."
Dr. Robert A. Tracz

Don't Be So Quick To Write That Relationship Off

I recall losing confidence in a supplier several years ago... more specifically in the supplier's customer service representative, Troy, that called on us. While he was upbeat, knowledgeable and called on us regularly, he repeatedly neglected to follow through with promises he'd made.

My first instinct was to not bother talking with Troy and to change suppliers. While this might solve my immediate problem it could also expose me to new, unforeseen and possibly worse problems with a new representative or supplier.

I decided to give Troy a chance before calling his company or changing suppliers. I called him and asked if we could meet.

When we got together I thanked him for coming in on short notice and for his upbeat attitude, his knowledge of our business and how his products continue to help us.

I explained my concern, identifying two specific examples and the problems that they had created and asked if this behavior was going to continue. I then listened to his response.

He simply apologized and said I wasn't the first to bring this up. Further, he wanted to do well but would simply forget all that he had promised us.

Seemed simple enough to me. I asked why didn't he take notes.

His response – I thought you'd be upset if I wrote everything down.

Here's what you do to salvage that relationship: REAP
1. Relate by explaining why you value the relationship – use specific examples.
2. Explain your concern, the effect it's having on the relationship, your desire to change it and what will happen if you can't work this out.
3. Ask for their help in finding a solution that works for both of you. Be open to their comments and proposals.
4. Plan your course of action, end on appositive note and make sure you both follow through on your commitments.

Things don't always turn out for the best but in the long run you're better off dealing with known problems – especially when the other person is, overall, a decent person. If you work it out you'll both REAP the benefits?

Oh yes, Troy continued to call on us and we continued to look forward to his visits.

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