The fact that this line is blurry for you is at the root of the problem. However, if you are a procurement agent only, you cannot bear the risk of delivery and you therefore need to be paid to solve the issue no matter the cause. If you are a retailer, of course you are responsible for fixing the issue at your own expense.
If a product comes damaged or is late due to Covid or supply chain issues, the real question is: What is your relationship to that product? Your identity here matters. The glasses would distract me and make me question your identity-a serious physicist and teacher, or just someone who likes to poke fun at serious physicists and teachers while being serious? No matter how clear your communication, or how profound your understanding of the concept, I probably would not be able to focus on your message. Imagine trying to explain Einstein’s theory of relativity to me while wearing Groucho glasses with the big nose and fake mustache. Is there a better way to manage client expectations around product damages and delays? I thought I was doing the right thing by offering a reality check without being too doom-and-gloom, but it doesn’t feel like it’s working. If the issue has anything to do with Covid or supply chain challenges, they get even more upset, insisting that those factors should no longer matter. But clients still tend to be incredulous when these issues come up, despite the advance warning about their inevitability.
I am also upfront in acknowledging that no matter what we do, some damages may delay a project’s timeline. I’m very honest during the onboarding process-I think it’s important to be frank about what could go wrong, and I explain the range of solutions my team will be able to offer. What I’m struggling with the most is managing the clients themselves. I’ve tried to adjust my team structure to address these issues-we’ve even hired a project manager to monitor our orders and troubleshoot the procurement and delivery process.
It’s no secret that more products are coming in incorrect or damaged these days.
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