HomeSituationsProjects & contractsSupplier and customer strain
TN/SIT/26
Edition 2027 · effective 1 January 2027
Projects & contracts · Supplier and customer strain
A long supply relationship is failing on quality, price or delivery.
Most commercial relationships are worth more than the disputed invoice. Mediation keeps the relationship and settles the issue.
§ 01What it looks like
Recognise it early. The earliest moment is the cheapest.
What you notice first
Small, and easy to explain away.
- Quality complaints rise
- Price renegotiation demands
- Orders shift to competitors
- Lawyers enter the conversation
What waiting can cost
Usually more than the original issue.
- Supply continuity
- Long-term value
- Reputation
§ 02The Neutral route
Usually: Mediation.
Mediation can produce commercial solutions, like new terms or volumes, that a court cannot.
Mediation
The parties decide. The mediator never imposes.
Also used · AdvisoryNeutral Evaluation
You decide. The evaluator advises.
Also used · Binding only if acceptedConciliation
The parties decide whether to accept the proposal.
§ 03The steps
What a good process looks like.
- Escalate to senior people earlyBefore anything else01
- Propose mediationThe moment independence enters02
- Bring commercial options, not only claimsWhere the work is done03
- Document the new termsSo it holds04
§ 04Prepare and avoid
What to bring. What to leave out.
(Bring)
01
Contract and order history
02
Performance data
03
Commercial options
04
Escalation clause
(Avoid)
✕
Terminating before talking
§ 05Your version
Every situation is different. Describe yours.
§ 06Related