Loving the customer ...
I work in a world where one maintains a relationship with eleven suppliers. Its not a typical relationship, they don't give us a product. Instead one pays them to deliver an educational experience for our students based on a product we jointly use and a method of our own device.
The money we pay is very good, we know that we are generous. But then we also know that we are leveraging their 'experts', accommodation and technical resources at a time of week when they are not normally servicing their own students.
For some centres, they can easily make 1000's from working with us. An income that is entirely external to any traditional funding stream they may normally attract.
So, one does often wonder how they manage to operate any business model. When I have to deal with some of the issues I encounter?As they are dealing with our customers, one becomes very emotional when they are upset and it would seem that in this instance our customers views are justified.
Somehow within their realisation, they cannot comprehend that because of the issues they have presented us. I have decided to drop them, knowing full well that we have a rolling contract that does need to be renewed.
Maybe I know of another set of souls who would like the business as they seem to love the customer (us) and our customers (our students).