What are the steps you can take to salvage this order?
You are a merchandiser who works for an apparel company that sells children’s sleepwear at a moderate price point. You have been working closely with an in-house designer for the past couple of months on developing a specific line of nightgowns for a new account. The order is a Test Order/Small Number of Units. However, this new account could lead to a multi-million dollar account if you can prove yourself to this client. The garments’ fabrics, silhouette, trims, and art work have been approved during the product development phases. This merchandise is specific to the customer. It has the customer’s logo embroidered on one sleeve of the garment. It turns out that as you see the Top-of-Production (TOP) samples, you discover that the size of the embroidery art work is not what was approved. You come to find out that the in-house designer you were working with changed the size of the artwork to make the garment “flow” better. You cannot lose this order.
What a good question. Here is what I would do.
First, I would not panic. It would be good to talk to the in-house designer and ask why he or she changed things. There might be an extremely good reason for the change. Who knows perhaps the change is for the better. If this is the case, then I would thank the in-house designer. It seems from what you wrote that the in-house designer is someone who has been with the company for a while.
Second, if the in-house designer did not have a good reason for the change or if the change was a bad one, then I would seek to make a new sample as soon as possible to gain the second account. There are people who will do rush orders. Be creative here and get things done.
Third, if all else fails, I would talk to the people in the new account and explain the situation and hope for the understanding.