The Price of Trust

Cynthia was concerned about Doug, the buyer over at Scitecha, Ltd. She visited Doug last month to clear up a billing problem. He had complained about some unexpected upcharges that occurred during production. Cynthia felt she handled the situation skillfully by rolling back most of the additional charges, and Doug seemed satisfied to get the problem "off his plate." The whole thing took less than 15 minutes.

However, two weeks later, she learned that Doug had given a sizable project to one of her competitors. And, recently, Doug was too busy to see her when she called for an appointment. Is the account in jeopardy, or is Cynthia just overly apprehensive?

Maybe Doug is still annoyed about the billing problem. Perhaps Cynthia's concession on price was offered too hastily, creating suspicion about her company's policies on pricing.

What Q4 skills might she have used at that meeting to solidify her business relationship with Doug and his company?

Take a few moments to consider your answer. Then, compare your thoughts with the answer we provide by clicking the Q4 icon.