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I would communicate with Dinah that I respect her strong feelings and beliefs behind her actions regarding the Partco matter but indicate that if she felt that strongly about the action step I planned to take, that she should have spoken again with me or another manager within our company instead of contacting the customer direct. She should know that by going directly to the customer with the matter the way she did cause a ripple effect in the customer base and consequently, the company has suffered great financial hardship. I would suggest to her that we could have addressed the matter with Partco in a way that would have made them aware of our mistake, offer recompense and still keep our relationship with Partco in tact without affecting the existing customer base...
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