Going the extra mile... And when to check the terrain first!

Most businesses want to give outstanding customer service. We talk about "going the extra mile" and "busting a gut" to give clients and customers what they want, when they want it.

But are you happy that when exceptional efforts are required the risks have been properly appraised ? Is everything needed to an able you to deliver special commitments you might be asked to make within your own organisation’s control ?

If delivery of your promises depends upon performance by others make sure that you do not get the blame and financial pain if you are let down by your own suppliers.

Even if you have done your customer a big favour by agreeing to deliver within a tight deadline, the big favour will probably be forgotten if something out of your control goes wrong and you are not able to deliver. A small problem can grow quickly and expensively if a small part of a project with a critical path that has contributions from various different suppliers is not delivered on time. Other people in the chain may blame your customer who may pass the buck to you.
Make sure risk is managed especially before agreeing to deliver to inflexible deadlines in the face of factors outside your organisation's own control.

To discuss the ways in which legal risk can be managed in these cases contact Simon Daw.

Filed: 04/03/2010 15:55:53