Text version scenario

A warranty claim was raised by a customer when there was a problem with faulty doors in a building constructed by Skanska. The project manager felt that it was not a clear cut issue. There was some evidence that suggested the problems were related to maintenance and cleaning crews mishandling the doors. Should she repair the doors, even though there is no legal necessity, and incur a cost or risk a bad relation with the customer?

Discussion question

• Have you had a situation when you have had to handle issues that require balancing customer relationships with cost and transparency?
• How did you approach it?
• What did you learn from it?

Things to consider

We can learn from these situations to help us truly live our values. While there are no clear-cut solutions, we can consider the following actions:

• Seek advice with colleagues who have experienced similar situations.
• Discuss pros and cons with your manager in order to explore the different options.
• Discuss ways in which you can communicate with customers on difficult issues

For guidelines on this topic read our Code of Conduct chapter on Relationships with business partners.