From my perspective, it is imperative that as part of new business implementation, we mutually agree upon a clear SOP with each medium-/large customer.
Hence questions back are:
A) Do we have quotes and/or standard SOP's in place which show such irregular expenses?
If not, we really need to get this in place !! Who takes ownership for the SOP's? Sales or Product ? My idea : Sales for new, locally secured accounts, Product for existing- & nominated accounts. Agree ?
B) When we meet with customers regarding our cooperation, regardless of whether we do local handling, aspects of cutoff, last minute cancellation ( costs ) must be discussed.
If we service customers for local ATD/DTA, PTD/DTP handling, the service charges (A) must certainly be quoted for and (B) include last minute cancellation costs/criteria.
Do we have anything like this in place with Turbon ? Did we quote for the DTP services ? Does our quote include such irregular expenses ?
Taxi : This clearly links to our 2015 Customer Retention Program as run by you ( 9:02) Please take note and ensure SOPs are integral part of the program!!
Kanyanat : Can you please ensure that our 2015 tariff mentions and includes such expenses ?
Tos/Kanyanat, during next meeting at Turbon/when you bring yearend gift, please ensure SOP will be in place - and this subject is discussed/covered in a formal quote.