I am currently working with a client who is using the IMPAX Process in a creative way - to assist in resolving an issue in a customer relationship.

The fact is that almost every organization experiences challenging times with some or all of their customers.  Operational and judgment issues happen, and the best thing we can do is recognize them and agree jointly on how to address them so they aren't repeated.

In this situation, he is using the Them-Us-Fit-Action presentation flow to create context and help get credit for the value his organization is helping to create. The trick is to balance things well so the customer doesn't feel like he's avoiding the issue. When he gets to the issue, he will share openly what happened as well as report on the action taken to date. Then he will drive a roundtable discussion where the customer can weigh in on the action plan and gain commitment to a mutually beneficial path forward.

The desired outcome? An improvement in the relationship and maybe even revenue growth!

More to follow...