Case Study - Creating Options
A retailer introduced a new chain with an initial roll-out of four high profile stores. Separate general contractors had been hired to build them. When the retailer wanted to touch up the paint, the specified paints did not match. The retailer was told that they needed to repaint the store to the current spec because there was no way to figure out what material was previously used, therefore, they could not touch up. We were called in for a second opinion.Scope
The scope of work needed to Create Options included:
- Determine what material was originally used to develop an option using off spec material
- Provide pricing to repaint the store to the current spec
The challenges we faced included:
- This was a high profile store that needed to be corrected immediately.
- The relationship between the retailer and the general contractor and painting contractor had soured, therefore the contractors were uncooperative.
- Our client had no leverage to backcharge the original contractors to repaint the store. The money needed to correct the problem was not budgeted for, so it needed to go through a longer approval process.
We understood that our client was in a difficult situation and that we needed to create options for them. Our solution included:
- Contacting the general contractor and painting contractor to get the necessary information. They were adamant about not helping us. We pleaded with them. No information was given.
- Finding out more about the painting contractor. We found out where they were based and where they performed work.
- Visiting all the nationwide and local paint supply companies within 20 miles of the mall and to ask if they have any paint spec for this job. Finding a small paint store near the mall that had draw downs for all the surfaces. The material used was not what the retailer had specified. They were close color matches using different materials.
- Ordering small quantities of all of the products to test them in the store on the surfaces that needed to be touched up. Testing off spec materials to ensure they matched.
- Reviewing the specified material to look into sourcing it in case the client wanted to repaint it. We found out, unbeknown to the client, that this material was a specialty product that was produced and distributed out of only one location in the country, despite the manufacturer having many locations nationwide. We informed the client of this situation and the potential difficulty it presented on a go forward basis.
- Providing costs on both options to the client.
Summary
Clients and vendors need to have a partnership type of relationship. In a true partnership, each side will dedicate themselves to helping the other. We could not accept that our client was out of options. There was no way of finding out what paint was used was not an acceptable situation for us, regardless of the soured relationship between the client and their original vendor. We tried first to reason with the painting contractor. Once that did not work, we did a little reconnaissance work to find out where he purchased the material. In the end, we were able to give our client the information to make their decisions. We were able to give them options.
Clients and vendors need to have a partnership type of relationship. In a true partnership, each side will dedicate themselves to helping the other. We could not accept that our client was out of options. There was no way of finding out what paint was used was not an acceptable situation for us, regardless of the soured relationship between the client and their original vendor. We tried first to reason with the painting contractor. Once that did not work, we did a little reconnaissance work to find out where he purchased the material. In the end, we were able to give our client the information to make their decisions. We were able to give them options.
