A Difficult Vendor: Just last week, your unit sponsored a client workshop at a local hotel

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A Difficult Vendor:

Just last week, your unit sponsored a client workshop at a local hotel. You coordinated the logistics. Thirty-five people attended — some local staff, some clients or partners, and some staff from another location.

Throughout the two days of the workshop, the event faced many problems: necessary equipment was missing or did not work (be specific); lunch on the second day was an hour late; coffee and tea were cold on the first morning; and event staff spoke rudely to you and to at least one of the participants, who complained bitterly to you. You spoke with the event manager at the hotel repeatedly during the workshop to express your concerns and to try to get everything working right.

You have discussed the situation with your supervisor and with your RM colleague, and everyone agrees that the Bank should not pay the full fee to the hotel. Your supervisor has asked you to prepare a letter for his/her signature, which will be sent in response to the invoice from the hotel.

Plan a Responsive letter to your contact at the hotel, explaining why the Bank is not paying in full and suggesting future steps.