Can this business relationship be saved?
Like other baby boomers in business, I talk to people in the same profession. A doctor told me about this dilemma and asked for my advice:
A patient who is a travel agent had been coming to this doctor’s office for several months. When he asked how she was doing, she occasionally bemoaned the fact that her travel agency was not doing well.
The other day, he casually mentioned he was taking a cruise with his family and th at he had booked it online to save money. The patient was very upset and asked, “Why didn’t you book it with me?!” Even though he apologized profusely, she stormed out of the office.
Should he try to get out of the booking and re-book with her? Is there any way he can get her back as a patient, or is she gone forever? What advice would you give him?
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5 opinions for Can this business relationship be saved?
Sarah
Jun 24, 2008 at 12:49 am
No. There is no saving this one.
The doctor was incredibly insensitive in making his comments when he knew the woman was in distress about her business and that the distress was affecting her health.
I’m not sure the relationship should be saved. In making the comment, the doctor showed an amazing lack of concern for his patient’s mental, emotional and physical health. The travel agent is clearly better off finding a doctor who can pay attention and keep his or her comments appropriate.
Karl Edwards
Jun 24, 2008 at 8:44 am
The travel agent’s negative response to a sincere apology is evidence enough for me that this is a person I do not want to do business with.
How does she respond when problems occur in complicated travel itineraries? Blame the client? Storm out again? Not who I need on my side when calling upon an expert.
On the other hand, if the doctor “needs” to keep this person as a client of his own, then he is trapped by what I call reciprocal business blackmail. It might be financially painful to lose this patient’s business, but on both counts, he’s probably better off not going after her.
Jean
Jun 24, 2008 at 11:56 am
Thanks for the comment, Karl. The “blackmail” thing is very true. I see it all the time - someone with whom I’m in a business relationship demands my participation in a “barter” situation or exchange of services, “or else.”
Those are the kinds of people I run from.
Jean
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