As a newsagent and a supplier to newsagents I get to see our channel in action from a range of perspectives. While most engagement I encounter between newsagents and suppliers is positive and respectful, there is the rare occasion of a bad experience and, of course, it’s the experience you remember the most.
Some newsagents, very few in fact, are quick with threats against suppliers if they do not get what they want. They will say that they will tell every other newsagent that your product or service is bad unless you give them what they want. Or they will say they will complain to the association in an effort to have you accede to their request – even if the request is outside your documented trading terms.
It’s my experience that the scope and volume of the threat is the inverse of the facts of the situation. The few times I have seen or heard of this type of blackmail behaviour – I’ll hurt your company unless you give me what I want – the threats started before the dispute was even investigated and the newsagent is seeking something they to which they are not entitled – hence the over the top threats.
I experienced a situation recently, a newsagent emailed me about an issue. I said I was overseas but would rely on my person on the ground to look into it. Minutes later, they replied with an email saying they would never deal with my company again and had reported the matter to the association. The matter had not yet been investigated at my level and the amount in question was fractional compared to the decades-long relationship. They exploded too early and all because I wanted to research their complaint. The matter was complicated by them making the small purchase agreeing to the terms and conditions and the supply meeting these.
There was no other issue between us, no other history other than positive.
Because of their threat I decided to give them what they wanted. I know of other suppliers who have done the same in similar circumstances. We do it because ours is a gossip-fuelled channel where baseless gossip can harm reputations. I understand that giving in feeds the monster. It’s a judgement call that suppliers do all too often find to be necessary … unfortunately. We did this time.
Why write about this? To show that newsagent suppliers from time to time have to deal with situations that the vast majority of newsagents would never know about and to point out that a very small number of newsagents give the broader community a bad name. I also write about this to explain why some suppliers have complex account application and purchase processes.
Its your own fault then as you say, any one can be a bully and because so many weak people give in to them they continue. Maybe you should have shown some leadership and called their bluff and told your side of the story.
We have customers from time to time raise their voices to staff and demand things that they are not entitled to but they soon back down when I call them out in front of other customers and make them out to be the agressors. I know others will say we lose would lose these customers but do we want them in the first place if this is their attitude to our business.
Just had a lady come in with her kid, who threw a tantrum at not being able to have a toy when he wanted, to her credit she explained to him that if he really wanted the toy he could have it but she will tell santa not to bother coming as he already had what he wanted, guess the outcome.
A little off topic…but best kid tantrum was when we had a little chap who kept asking his mother for things. Finally she snapped and said “what part of no, do you not understand”. The little guy stood there and contemplated the question before finally responding “it’s the part where I don’t get things mother”. Much laughter from me, other customers and the mother relented and bought him a chocolate. Just goes to show that wit, humour and good feelings are always worth more than bullying.
Luke outing them here would, in my view, have been out of proportion for what they did. Leadership is seen differently by different people.
I have hit the roof a couple of times when it was out of proportion but we are under so much pressure at times and the isue complianed about may have just been” the staw that broke the camels back ” Some other issue in the business may have pushed them to explode. Mark probably delt with this correctly if it was not going to effect him greatly to give in.
It’s a judgement call how to react to customers or supplies and as Carol says, sometimes other pressures cause out of proportion responses from any party involved. I know I’ve over reacted on occasions in the past which is why sometimes (not always) it is wiser to back down and show some class to others we deal with. This often results in a longer term win.
Then days on, the newsagent involved has not come back to me. He got what he wanted, a service he did not pay for even though the terms he accepted included agreeing to pay. No apology. And I am left with his claim that he had already bagged us out to the association and other newsagents – before he even had my answer.