Chapter 5

The partner failed, so why do customers blame me?

Đối tác làm hỏng, sao khách lại trách tôi?

The chapter's question

The partner delivers a whole defective batch; what do I do in the first two hours?

Big idea

Your customers do not care who made the mistake; they only see that you did not keep your word.

In this chapter

  1. Part 5.1

    Who Tells the Customer

    Do I tell the customer, or let the partner do it?

  2. Part 5.2

    Your Fallback

    Do I have a second source, and how long does activating it take?

  3. Part 5.3

    Who Absorbs the Cost

    What does the contract say, and what usually happens in practice?

  4. Part 5.4

    What Changes After

    What should this incident change in how I pick and manage partners?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Third Party is free to read right here.

Read in Conan School

Chapters of The Third Party

  1. 1.Does outsourcing remove a task, or remove a skill?
  2. 2.Am I choosing a company, or a few people?
  3. 3.How fast is "as fast as possible", exactly?
  4. 4.If the partner has no problems, why meet at all?
  5. 5.The partner failed, so why do customers blame me?