Dealing With Demotivated Supplier

Lunch time today, I met up with 4 other colleagues, my Table Group members from the 7 Habits training. This is our first meet up since the workshop 2 weeks ago. Of the many stories we shared, this one really a true example how 7 Habits can help making our lives better.

LHC, is an R&D Engineering Manager who is responsible for field issues. As one can imagine, the huge pressure on his shoulder, having to solve problems for customers almost the minute he receives any bad news. Last week, LHC needed to go to a supplier in China and solve a critical engineering issue believed to be originating from the supplier's process.

Now here is the problem; it was a known fact that this supplier will be soon strike out from our company's approved vendor list due to stiff competition. We know that for a fact, and so does the supplier. Since the news made known to the them, it is of no surprise that suppport and cooperation from the supplier had been close to none. Now, how is LHC supposed to solve this problem effectively & efficiently, when obviously his visit will not be welcomed with red carpet? Thank goodness he just completed the 3-day 7 Habits Signature program which taught him valuable techniques to turn such sour situation into a sweeter experience.

From what I gather, LHC started his conversation with the suppliers by doing a lot of emphatic listening, seeking to understand first, then only to be understood (H5). Once satisfied that they are on the same page, LHC shared his side of the story, on the need to solve the problem prompto since customers are waiting. Only when both sides seem to understand each other's objectives (H4 Think Win-Win), the high walls that once once between them seemed to collapse and replaced with a bridge of trust. From the kind of words LHC shared with me, I sensed that the suppliers' emotional bank account had been increased. While figuring out a way to solve the issue, both parties were more open, less defensive, and with the same end in mind (H2) - This problem needs to be solve since in the end we need to earn our customer's business & trust.

I was so pleased that everything turned out so well, and what's more seeing the spark in LHC's eyes during his story-telling. He was so excited and proud on how he had managed the situation so well with the help of 7 Habits. The 3-day workshop was time well spent, for sure!