The Bottom LineA computer services company was about to lose a million-dollar per year account through failure to deliver proper service, and more importantly, an inability to resolve issues with the client. Two 2-hour Action Meetings workshops turned that around.
The Business IssueCompany and client were experiencing a divergence in expectations and communication between the two had become difficult, with a loss of ability to discuss issues unemotionally. A resolution was becoming difficult.
What Was DoneWe conducted two workshops using the Action Meetings process. Each workshop started without any pre-determined agenda. The Action Meetings process creates a safe environment. Once the participants realised that the meeting was not a blame session and that action would follow, they contributed positively. Specific issues were identified and discussed dispassionately. A number of actions to resolve the issues were assigned to people from the supplier and the customer.
How It WorkedThe first session broke the ice and started to mend the relationship. The second session was extremely productive. The client did not feel compelled to dredge up past failures but instead focussed on the required end result and the practical steps necessary to get there.
The ResultThe client remained with the supplier and in subsequent contract re-negotiation signed up for a further three years. Also, the account revenue has grown annually by 20%.