Internal Incident Report: Leeds Office

Last month, our Leeds branch faced a difficult situation when we lost a major contract with a local logistics firm. Olivia, who is our hard-working sales manager, forgot to send the final discount details before the strict Friday deadline. Tyler tried to make a phone call to fix the mistake, but the client was already angry and refused to answer emails.

First, the client made a formal complaint and asked for a full refund on their deposit. Then, they decided to work with a competitor in Manchester because our service went wrong at the worst possible moment. Responsibility for the error was shared between the sales team and the logistics department.

Although we felt terrible about the lost deal, we learned a very important lesson about deadlines and communication. Tyler and Olivia organized a meeting to review our internal processes and ensure that such a problem never happens again in our office.

To everyone's surprise, the story didn't end there. Just yesterday, Taylor received a sudden phone call from the same logistics firm. The competitor's prices went up dramatically, and the client wants to sign a new contract with us next week.

This unexpected turn proves that keeping good relationships is vital in business. Even when things go wrong initially, professional persistence pays off in the end. We are now preparing the new terms and looking forward to working with them again.

Read again and choose the right answer

Why did the Leeds office lose the contract initially?

• The prices were too high.
• Olivia forgot to send the discount details before the deadline.
• The client moved to London.

Who tried to fix the mistake by making a phone call?

• Tyler
• Olivia
• Taylor

Why did the client return a month later?

• Because our prices went down.
• Because the competitor's prices went up.
• Because Taylor visited their office.

What did the client ask for after the initial mistake?

• A full refund on their deposit
• A free printer
• A new manager

Sources: photo by Nataliya Vaitkevich on Pexels