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It is only when the customer wants to ''take away'' that excess that you feel truly at the point of a pitchfork. The answer to the question, “okay so, if the margin was so important why didn’t you ask for it till now?” is easy: “''Because I had it in the bank.''” Who wants, unnecessarily, to upset a [[platinum client]] be asking for something they already, in practice hold, albeit gently? | It is only when the customer wants to ''take away'' that excess that you feel truly at the point of a pitchfork. The answer to the question, “okay so, if the margin was so important why didn’t you ask for it till now?” is easy: “''Because I had it in the bank.''” Who wants, unnecessarily, to upset a [[platinum client]] be asking for something they already, in practice hold, albeit gently? | ||
If, and only if — ''when'', that is to say — the client asks for all its excess back must we confront our demons and deliver bad news. At that point, | If, and only if — ''when'', that is to say — the client asks for all its excess back must we confront our demons and deliver bad news. At that point, we can decide, ''do we blow up our relationship, now or not?'' | ||
CS blew their chance. It may be they didn’t quite realise the moment of Zen that was upon them: if so, this is a different kind failing: of expertise, not commercial management. When you gingerly ask to adjust your margin up and the customer says “leave that with me” and | A prudent merchant defers the decision about which hill she is to die on as long as she can. | ||
To be sure, CS blew their chance. It may be they didn’t quite realise the moment of Zen that was upon them: if so, this is a different kind failing: of expertise, not commercial management. When you gingerly ask to adjust your margin up and the customer says “leave that with me” and withthe same breath asks for all his money back, your defcon alarms should be ''blaring''. | |||
===Formal versus informal systems=== | ===Formal versus informal systems=== | ||