Fair trade products

A: Look, if we organize this year’s conference in Berlin, if it

goes well, we’ll have the next one in Hong Kong.

B: I’m afraid I can’t agree to that.

A: OK, what about this then? Why don’t we run the

conference in Berlin but have satellite video links to Hong

Kong so people can attend there? What do you think?

B: I’d be happy to go along with that, if we are sure the

technology won’t let us down. Can we check that out?

A: OK, I’ll hire a communications technology expert to advise

us and we’ll do a proper risk analysis. Agreed?

B: Agreed.

A: Good.

Model dialogue

Complaining assertively

Dear Sir or Madam,

I am writing to protest about some problems we have experienced

in relation to your products and customer service.

We purchased a printer from your online store two months ago. The

invoice is attached. This product was immediately discovered to be

complete rubbish. Due to an electrical problem, the printer makes

a loud buzzing noise.

Complaining assertively

Dear Sir or Madam,

I am writing to complain about some problems we have

experienced in relation to your products and customer service.

We purchased a printer from your online store two months ago. The

invoice is attached. This product was immediately discovered to be

faulty. Due to an electrical problem, the printer makes a loud

buzzing noise.

Complaining assertively continued

Despite seemingly endless emails and phone calls, we have been

unable to obtain any assistance. What is utterly intolerable is the

total ignorance displayed by your staff. Never in a million years

would this excuse for after-care service be acceptable from a high-

street store.

We want you to resolve this situation to our satisfaction within

seven days of receipt of this letter. Failure to reply by this deadline

will result in the matter being referred to our legal department.

Your faithfully,

E Lonamar

Complaining assertively continued

Despite numerous emails and phone calls, we have been unable to

obtain any assistance. What is especially frustrating is the total

ignorance displayed by your staff. Under no circumstances would

this level of after-care service be acceptable from a high-street

store.

We expect you to resolve this situation to our satisfaction within

seven days of receipt of this letter. Failure to reply by this date will

result in the matter being referred to our legal department.

Your faithfully,

E Lonamar

The letter from Ganges Fashion to AQX LogisticsDear …

I have been asked to write to you about the quality and cost of your delivery service.

You promised next day delivery for small packages but they often arrive three days late. In addition, you have raised your prices.

I’m afraid that unless you can offer us a better service and higher discount, we will be forced to look for another supplier.

I look forward to hearing you feel we can resolve this situation.

Your sincerely

Tariq …

The reply from AQX Logistics to Ganges Fashion

Dear Tariq

Thank you very much for your email. I’m very sorry to hear that our delivery service is not meeting your expectations. I will look into the situation and report back to you when I have a clearer idea of what has happened.

On the question of the price and the level of discount I will pass this on to Clyde Lang in Finance. Coincidentally, I know he wants to review the financial terms with Ganges.

I will contact you soon on the delivery times problem. Your sincerely …

The letter from AQX Logistics to Ganges Fashion

Dear …

Thank you very much for your payment of last quarter’s invoices.

Unfortunately you have again deducted tax. As we have pointed out before, this tax has to be paid first and then claimed back. I’m afraid that unless this tax is paid, we will have to consider suspending our services to your company.

Please can I also draw your attention to the fact that the credit terms are 30 days not 90.

I look forward to hearing from you.

Your sincerely

Annette …

The reply from Ganges Fashion AQX to Logistics

Dear …

Thank you very much for your email about payment of last quarter’s invoices.

Unfortunately we seem to have different ideas of how tax should be paid. Our

understanding is that we can deduct it here in Bangladesh.

Regarding the issue of the number of days credit, I will look into this.

Can I suggest that we arrange to have a telephone conference call to resolve

these issues?

Your sincerely …

Fabio Magda

Opinion of Gordon Hills

Opinion of Fiona Hills

Reasons for Granos Cabrera’s problems

Solutions to Granos Cabrera’s problems

good and generous man

very fair, a good manager

problems are due to world market prices

fair trade, going organic

a clever businessman

only interested in the bottom line, a good negotiator

Green Hills pays less every year

Green Hills should pay for fair trade certification, lend some money