Harrowden Foods / BB-Demo – Negotiation
Callcompleted
Harrowden Foods: documents · 2026-06-15 14:00
Rajesh Mistry, who signs software spend, questioned low usage and shelfware risk. No further price movement. He will go ahead if the paper holds the renewal position and a usage review line; signature targeted for 17 Jun 2026.
What was said
What this says
Current to 11 Oct 26Rajesh Mistry, who signs software spend, questioned low usage and shelfware risk. No further price movement. He will go ahead if the paper holds the renewal position and a usage review line; signature targeted for 17 Jun 2026.
What happened: Owen Tallis joined Lewis Kerr to settle the £4,405 plus VAT proposal, co-termed to 5 Jan 2027. Rajesh Mistry asked for usage figures first and noted about a dozen active users of forty.
Customer view: Gemma Holt explained the account managers use it in bursts and customer service would be in all day. Rajesh said the case is real but unserved demand and asked for proof of use.
Commercial: Owen declined further discount and would not hint at renewal pricing. Rajesh's conditions are the renewal position in writing and a usage review line in the order form notes.
Watch: Rajesh will not sign on the call and wants the planners named. A connector question was parked for a separate conversation.
Themes
Current to 9 Oct 26Theme
Extra users negotiation, shelfware concern
Importance
upsell
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Lewis Kerr to send the order form with the renewal position in writing and the usage review line.
- Gemma Holt to give Amara the names of the planners.
- Rajesh Mistry to read the paper and sign by 2026-06-17.
Risks
Current to 9 Oct 26- Active use is about a dozen of forty seats, which feeds a shelfware worry.
- Rajesh Mistry has not signed and conditions his approval on what the paper says.
- He fears a surprise at the January renewal for a full year of the extra users.
Opportunities
Current to 9 Oct 26- Customer service and a first group of planners are unserved demand on the Growth plan.
- Call notes alongside orders may become a later connector conversation.
Transcript
Lewis Kerr NoneAfternoon, Gemma. Can you see and hear me? I think Rajesh is still on his way.
Gemma Holt NoneHi Lewis, yes, all fine. He's just coming, he's walking back from the packing floor with his laptop. Said to start without him for a minute.
Owen Tallis NoneAfternoon both. Owen Tallis, VP Sales. Gemma, we haven't met, but Lewis speaks well of you.- Gemma Holt NoneHa, all lies. Lovely to meet you, Owen.
- Owen Tallis NoneWeekend all right?
- Gemma Holt NoneLovely, actually. Sat outside for the first time this year. Proper sunshine, even in Leicester.
- Lewis Kerr NoneJealous. London was grey and then it rained.
Rajesh Mistry NoneSorry, sorry, apologies. The last meeting overran. Can you hear me? I think I was on mute. Can you hear me now?- Owen Tallis NoneLoud and clear, Rajesh. Owen Tallis. Right, let's not waste your time. Lewis, where does this stand against Wednesday?
- Lewis Kerr NoneThanks, Owen. So to confirm what we're doing: Harrowden want more users on the existing Growth subscription, for customer service and a first group of planners. The proposal is £4,405 plus VAT, co-termed to your renewal on 5 Jan 2027, and the date we're working to is Wednesday 17 June 2026. Gemma and I went through it last week and she's briefed Rajesh. Nothing's been signed.
- Owen Tallis NoneFine. And what's the open item?
- Rajesh Mistry NoneMine. Usage, first. Figures, please, before anything else.
- Lewis Kerr NoneOf course. I'll share my screen. Give me a moment.
- Rajesh Mistry NoneTake your time.
- Lewis Kerr NoneOkay, you should see the usage page. Licensed users, forty, that's Growth. Active on an average day, about a dozen. That's up sharply on the previous quarter, and questions asked has risen month on month. Dashboards built is on the right, that's mostly Gemma's team.
- Rajesh Mistry NoneA dozen of forty. That's under a third.
- Lewis Kerr NoneIt is. I'd rather say that straight than dress it up. Some of those seats are people who come in around retailer reviews rather than daily.
- Rajesh Mistry NoneThen why buy more? Why not move the seats?
- Gemma Holt NoneCan I come in? If I take logins off the account managers before a review, I'll have a revolt. They use it in bursts, and the bursts are the whole point. Customer service would be in it all day, every day. It's a different pattern.
- Rajesh Mistry NoneI take the point. I'd still rather they were all busy.
- Lewis Kerr NoneAnd that's why I'd show it by team, so you see the pattern and not only the average. Here's the split, week by week. You'll see the bursts Gemma's describing, and you'll see where customer service is absent, because at the moment they've nothing to log in with.
- Rajesh Mistry NoneMm. So the case is that the demand is real but unserved.
- Gemma Holt NoneYes. Exactly that. They've asked me three times this week alone.
- Rajesh Mistry NoneShow me it's used, is all I ask. Not that it's wanted. Wanted is cheap.
- Owen Tallis NoneFair. And can I add, Rajesh, Lewis wouldn't be pushing this if the trend didn't support it. The trend's up, and it's up on the quarter before.
- Rajesh Mistry NoneI can see the trend. The slope is good. What's the cost per head?
- Lewis Kerr NoneIt's £4,405 plus VAT across the extra users for the rest of the term. To put a number on it properly I'll put the per-head figure on the one-pager, but I'd rather not divide it on the call and get it wrong.
- Rajesh Mistry NoneI can do that sum myself. But it's less than a year. What does a full year look like for these users at renewal? I don't want a surprise in January.
- Owen Tallis NoneFair, and I won't quote that from memory on a call. Lewis will put the renewal position in writing before you sign, so you're not guessing. What I can say today is that your subscription at £50,000 a year is untouched by any of this.
- Rajesh Mistry NoneIn writing, before signing. Good. That's the condition.
- Lewis Kerr NoneNoted. I'll have it with the order form this afternoon.
- Rajesh Mistry NoneNext. Is there any movement on the price?
- Owen Tallis NoneShort answer, no further movement, and let me explain why rather than just say no. The figure's already been sized to the months you've got left. That is where the saving is. Let's not discount twice. And I don't quote discounts beyond a first term, so I'd rather not hint at what renewal might look like.
- Rajesh Mistry NoneUnderstood. I'd rather be told no than be told maybe.
- Owen Tallis NoneGood. So we're clear. What else is on your list?
- Rajesh Mistry NoneShelfware. If customer service doesn't use it, I'm paying for logins nobody opens. What protects me from that?
- Lewis Kerr NoneTwo things. Before the renewal, Amara, your CSM, runs a review of usage by team, and we size the extra users to what's used. That's the first. The second is that the add-on ends with your term, it doesn't roll on automatically as something separate.
- Rajesh Mistry NoneHmm. Put the review in the order form notes. Not in an email. In the paper.
- Owen Tallis NoneLewis, can we do that? A line in the notes on the order form, a usage review by team ahead of the renewal conversation.
- Lewis Kerr NoneI can draft it, and I'll check the wording with Amara, because the review is hers. But yes, I don't see a problem with it.
- Rajesh Mistry NoneGood. Then I can live with that.
- Gemma Holt NoneRajesh, can I say something about the planners? Because you did say you'd want them to start small.
- Rajesh Mistry NoneI did. Are the planners inside the £4,405, or is that separate?
- Lewis Kerr NoneInside. The proposal covers customer service and a first group of planners. Nothing separate for them.
- Rajesh Mistry NoneThen I'd want the planners to be named, not a block. I want to know who they are.
- Gemma Holt NoneThat's fine, I'll give names to Amara. I said I'd have a rough list today anyway.
- Owen Tallis NoneGood. That helps everyone. Who signs on your side, Rajesh?
- Rajesh Mistry NoneI do. Software spend is mine.
- Owen Tallis NoneThen what's the next dated step?
- Lewis Kerr NoneThe order form goes to Rajesh today, with the renewal position in writing and the review line in the notes. The date we're working to for signature is Wednesday 17 June 2026.
- Rajesh Mistry NoneI won't sign on this call. I'll read the paper tomorrow. But I've seen what I needed, the usage and the pattern, and I'm content to go ahead if the paper says what you've said.
- Owen Tallis NoneThat's all I'd ask. Thank you.
- Rajesh Mistry NoneOne more. The call recorder. Gemma said the account managers want call notes alongside the orders. Is that in scope here?
- Lewis Kerr NoneNot in this one. I was checking what your order form allows for connectors and I'll come back on it separately. I don't want to hand you a figure from memory, and I don't want it muddying this decision.
- Rajesh Mistry NoneAgreed. Keep them separate. One decision at a time.
- Gemma Holt NoneHonestly, that's fine. The users are what we need first.
- Owen Tallis NoneGood. Then I think we've done it. Anything else, Rajesh? I don't want to leave a question on the table.
- Rajesh Mistry NoneOnly a request. Put the usage page in the order form pack, so when I read the paper tomorrow the figures are there. I don't want to hunt for them.
- Lewis Kerr NoneIt's already in the pack, split by team. I'll make sure the dashboards-built view is in as well, so you see what Gemma's group has invested.
- Rajesh Mistry NoneGood.
- Owen Tallis NoneLet me say back what I've got, because I like a clean list. One. Order form to Rajesh today, from Lewis. Two. The renewal position for the extra users in writing, with it. Three. A line on the usage review by team ahead of renewal, drafted with Amara. Four. Names from Gemma to Amara. Five. Rajesh reads it, and signs by Wednesday 17 June 2026. Is that fair?
- Rajesh Mistry NoneThat is fair.
- Gemma Holt NoneThat's all of it. Can we get customer service on, then? Just so I can tell them it's coming.
- Lewis Kerr NoneTell them it's coming, subject to signature. I'd say that, rather than promise a day. Amara will confirm the switch-on date once it's signed.
- Gemma Holt NoneOkay, subject to signature. I'll say exactly that.
- Rajesh Mistry NoneLewis, one thing on how you've handled this. You told me the usage was low before I said it. That's why I'm going ahead. Thank you.
- Lewis Kerr NoneAppreciated. It's easier for everyone if the numbers are on the table.
- Owen Tallis NoneWhich is how I'd like all of mine to go. Right. Is there anything else we want to settle on this call, or are we done?
- Rajesh Mistry NoneDone from me.
- Gemma Holt NoneDone from me. Thank you both. Genuinely.
- Owen Tallis NoneThen thanks all. Lewis has the next move. Speak on Wednesday, if not before.
- Rajesh Mistry NoneThank you. Regards.
- Lewis Kerr NoneThanks, everyone. I'll send the paper within the hour.
- Gemma Holt NoneCheers, all. Bye!
- Lewis Kerr NoneSorry, still here, the recording's still going. Gemma, if you're on, I've sent the order form and the pack, and the usage page is in it. Speak soon.
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