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Completely agree Graham. Good structure and communication habits make a huge difference.
What we’re increasingly seeing though is that even where agreements and processes exist, people often drift away from them gradually once pressure, stress or relationship strain starts to build.
That’s...
Appreciate that Invergold, thank you.
You’ve nailed the shift, it’s no longer about having records, it’s about being able to stand behind them under scrutiny.
What’s becoming clear to us is that most operators aren’t short of data, they’re short of a consistent way of challenging it and...
That’s a really interesting angle, and a good example of how easily people can find themselves exposed without realising it.
What’s interesting is that even when things are clear from a legal point of view, a lot of situations don’t actually play out in a strictly legal way at the start...
That’s a really good point Graham, and I agree that having a clear process set out in contracts can make a big difference once something is formally raised.
What I tend to see though is that many situations don’t get picked up at that stage. They sit earlier on, where expectations are drifting...
I am glad I am not the only one frustrated with QuickBooks new look. I complained to them shortly after it was launched and also when speaking to an agent. She claimed it was because of the new rules surrounding MTD.
Personally, I think it comes down to organisations thinking it's a good idea...
Have you spoken to Mettle? Credit reference agencies report the information provided to them by the lender. As far as I am aware, they are not able to report anything other than that, so anything you see, is the information Mettle would have sent to them. I would suggest you contact Mettle asap...
This is exactly it, assumptions don’t feel like a problem at the time, which is why they get missed.
In my experience, it’s rarely one big issue. It’s small gaps that quietly build:
– “I thought you were handling that”
– “I assumed we’d agreed this”
– “I didn’t realise that had changed”...
This really hits the mark.
None of this is new in isolation, brakes, tyres, PMI discipline, we’ve all known the importance for years. What’s changed is the level of scrutiny and the expectation that operators can evidence not just what they did, but why.
That’s where good operators are getting...
No need to apologise, that’s exactly the kind of situation I was thinking about when I wrote the post.
What’s interesting is that everything you describe was visible early on… just not obvious enough at the time to act on decisively.
I think a lot of us fall into that “it’ll improve” mindset...
This is a great addition, especially the point about things being “just the symptom.”
What you’ve described is exactly what I see as well: by the time it shows up as a payment issue or complaint, the relationship has already started to slip.
The interesting bit is that most of what you’ve...
This is a great example—and exactly the kind of situation I think gets missed.
What strikes me is that everyone assumes things are “probably fine”… right up until they’re very much not.
By then, it’s no longer a conversation, it’s a position.
The challenge (and opportunity) seems to be...
That’s a very sensible way of looking at it.
I particularly like your point about separating the infrastructure and data ownership from the development/support relationship, as that can give the client greater comfort around continuity and security.
I think the key commercial question then...