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Timpson Blog
Is it time to end the relationship?
Q We are switching away from a key long-standing supplier because we can get a better price and hopefully service elsewhere. How do you handle it?
A I believe in cultivating long-term relationships with our suppliers, by developing a partnership based on an open exchange of information. But from time to time the bond between buyer and seller breaks down. Often the supplier simply fails to keep up with the market or sometimes they get too greedy.
It’s often a mistake to drop a supplier on a whim. It isn’t just a question of price, think about service and after-sales support. Before making the decision don’t just work out how much money they are making out of you, think about how much you make from the business you do together. The rival salesman who has offered an amazing price that you feel you can’t refuse may not have the infrastructure to deliver his promise.
It is a big decision – you are ending a long-term partnership, but if you have lost faith in your partner it is time to act.
Check the contract to make sure you are not about to trigger a penalty clause and look at the purchase ledger – is there a credit balance to cover compensation for the future return of faulty goods?
Inform them face to face, be blunt but be friendly, and tell them the real reasons why they have lost the contract. The news will almost certainly come as no surprise, especially if they have been getting greedy margins at your expense.
Listen carefully to their side of the story but be firm – it is unlikely that they are going to tell you something new. You have taken a lot of time making your decision so stick to your guns – but nicely. You never know when you may want to do business with them again so try to part as friends.
Q How long do you expect repairs to your shop fronts to take? I was in Lincoln yesterday lunchtime and noticed that the Timpsons lettering had been largely destroyed with only some of the broken letters visible.
A Thank you for alerting me about our problem at Lincoln. I checked with our help desk which confirmed that the "fascia theft" occurred the night before you spotted it. I was pleased to find our system works and that we have already got the replacement in hand. I hope the local contractor will soon have done the job.
We have a simple process for branches to follow whenever they have a problem – they ring our help desk and speak to Sarah or one of the team who have the freedom to sort things without referring to a set of rules.
But the proof of any process is whether it works in practice and that always depends on people. Your email gave me the chance to check that we are giving our branch colleagues the support they need.
