Richard runs the company his grandfather founded and has supplied you for 22 years. He calls personally, he does not enjoy it, and he does not like being treated as a line item. The stated reason is energy and paper. Find out what is really going on.
Today: proud, a little stiff, and quick to take offence if he feels accused.
Avoid a permanent surcharge. Anything temporary must be time-limited and index-linked. You may offer faster payment.
You found out what is really driving the request, kept his respect, and turned a permanent surcharge into something temporary, smaller or traded.
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