Use Remedies Without Poisoning the Relationship
Choose the right vendor remedy based on recurrence, harm, and relationship importance.
The reframe: Remedies should correct the system, not just punish the miss. First Miss Clarify facts, confirm the SLA definition, and ask for root cause. Keep the tone practical because one miss may be noise. Repeated Miss Move from conversation to corrective action: owner, deadline, evidence, and QBR visibility. Repetition means the process is unstable. Material Risk When the miss threatens compliance, safety, customer trust, payroll, security, or revenue, escalate quickly. Require mitigation proof and preserve commercial remedies. Control Failure If the vendor cannot or will not restore control, use exit rights, transition support, and contingency planning. The relationship is…
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