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Disputes: A Golden Opportunity?

Tips on responding when a deal goes bad
Trading Assistance

But, of course, not everyone responds this way under financial stress. Some individuals and organizations, to their credit, will own up to their responsibilities without misdirection, even if they are not presently able to pay. In Blue Book’s experience, industry creditors are usually willing to work with debtors who are honest when a problem arises and take seriously their obligation to make the cred-itor whole as soon as possible.

Although these debtors may find themselves on the creditor’s “do not sell” list even after the debt is satisfied, they are less likely to find themselves on the creditor’s “never again” list, which in the long run could prove to be important. But if you want to earn the industry’s trust, financial wherewithal is necessary.

Part of the Job
When visualizing business success, it is probably natural to think first and foremost about providing a great product or service, then selling the heck out of it. In a perfect world, trouble loads would not interfere. But, then again, if no one ever lost money on a produce deal, there’d be a lot more competition out there—so that world might not be so perfect after all. And while you would be correct to say that handling trouble loads is “part of the job,”maybe it can be put in a more favorable light.

Perhaps committing to resolving trouble claims in a professional manner is the key to unlocking the benefit of all the transactions that do go well. And maybe committing to highly professional claim handling can be used to help distinguish you and your company from competitors who may occasionally avoid resolving trouble loads, and who may generally view claims as a necessary evil, rather than an opportunity to establish trust.

It is one thing to act like ladies and gentlemen when there’s plenty at the table. Most people can pull this off. But when there’s not enough, and especially when someone needs to eat a significant loss, that’s when table manners may start to get rough. But this is also the very moment when you and your company have an opportunity to show your professionalism, your competence, your leadership, and most of all, your trustworthiness.

Trading and Transportation Standards
One of the keys to professionally addressing claims is having a decent understanding of industry trading and transportation practices and rules. Without understanding the fundamentals, you risk creating unnecessary friction, appearing amateurish, and unknowingly being taken advantage of.

Do you understand how to read a reefer download, an inspection certificate, the Good Arrival Guidelines published by PACA and DRC? Do you know the difference between an effective and ineffective rejection? Are you familiar with the the differences between price-after-sale and consignment? Do you know what reasonable dispatch is? Do you understand how to calculate and support damages? Do you understand the duty to mitigate losses?

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