We are in the middle of a huge dilemma on a very important project, and our next move will determine the path that our new home construction business will take in the immediate future and for time to come.

Our finishing trim supplier has supplied and installed custom made interior doors for a major new home construction project. They are beautiful. BUT, they have a major flaw. The wood is expanding and cracking creating major expansion. So much so that the doors will not close in the jambs.

Our very discerning client is concerned. They have moved into their new home, split doors and all. The rest of the home is something they and we are very proud of. But these doors… A potential disaster. What can we do to turn this situation around and make this client a raving fan? Seems almost impossible at this point.

Here is how we are going to find resolve with this troubling issue. We are going to take complete ownership of the problem. We are also going to come up with viable solutions to the problem. We are going to act on behalf of our clients and make sure that our suppliers understand that we are acting on behalf of our clients. Our only concern is their complete satisfaction.

So, if I’m the supplier, how do I see this playing out? In my mind, I want to make sure this we, Alair Homes, is completely satisfied so they will continue the buying cycle. The Alair Homes client, our client, has to be satisfied. What can our company as a supplier do to make a difference and win a positive review? We have to understand that how we approach this issue will have a significant impact on any future business we intend to have with this or any Alair partner.

Tomorrow I’m going to review the replacement doors, and am hoping that we can develop a reasonable solution to OUR problem. I’m confident that our market partner and I will resolve the issue and satisfy our client in a timely fashion.

Lets pull a rabbit out of the hat and get that raving fan, whatever it takes.