Follow-up: Confirmation of discussion

Setting the record straight

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Dr. Soon handed Amy a list of items discussed at his meeting with the client. She walked over to Olga's desk and said, "Look Olga, the discussion list. I have already contact the departments involved and they promised to send a reply by the end of the week."

"Good, you did the right thing. But you should also send a confirmation letter to the client concerning actions agreed upon during the meeting. Hopefully someone on their side had taken down the minutes, but in case there isn't one, the letter will make the object of discussion clear to both sides."

"What do you mean?"

"A business meeting is not a personal matter but it involves the organization. Confirming the discussed items in writing will save a lot of heartache in the future, especially when the job is passed on to another person. It will also be a reference point in case of future disputes."

"What if the client doesn't agree with something in there?"

"Then she will respond in kind and set the record straight. If she does it by phone or e-mail, send another formal letter outlining the changes. If she replies by letter, file it together with yours."

"But it is just a to-do list," Amy pouted.

"All the more reason why you must confirm the scope of actions. That way nothing is misunderstood."

Amy was not convinced, but she typed out the letter anyway.


Ref: Gadgets/030407-01

Date: 3 April 2007


From:  Dr. Soon Le Mah

Vice President of Sales and Supply Chain Management
Direct Line: +60-xxx-xxx (Direct)
Direct Fax: +60-xxx-xxx (Direct)
Email: Soon@here.com


To:    Ms. Susie Spins

President of Procurement
Gadgets2Go Pte. Ltd., Kuching
Tel: +60-xxx-xxx
Fax: +60-xxx-xxx


Dear Ms. Spins

Re: Confirmation of Discussion on 2 April 2007

I would like to thank you again for setting time aside to meet with me. The meeting went extremely well. Below is a list of items that we have discussed and agreed upon.


Actions by Here_And_Now

  1. Prepare a scope of service encompassing communications via internet and phone.
  2. Plan for the assignment of 3 staff for 3 shifts to specifically support Gadgets2Go, 24 hours, 7 days a week.
  3. Plan for the allocation of office space for one manager from Gadgets2Go for 2 weeks
  4. To propose pricing on the above depending on the scope and level of work required


Actions by Gadgets2Go

  1. Define scope and level of work for service centre
  2. Assign a manager in the call centre for the first 2 weeks to provide initial guidance to the call centre officers
  3. Provide details on customer and product service procedures.
  4. Provide all the above in one week’s time from the date of meeting.


Yours truly,


.............................
Dr. Soon Le Mah

Amy reread the letter she wrote and was very happy with herself. After getting a nod of approval from Olga, she sent it into Dr. Soon's office and got his signature. Then she made a copy for her file, put the original into an envelope and asked the delivery boy to drop it off at Gadgets2Go when he next makes his rounds about the city.

 

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