Garrow Lusk / BB-Demo – Negotiation
Callcompleted
Garrow Lusk: documents · 2023-05-11 13:00
On 11 May 2023 Sue Ditchfield questioned the £23,550 price and asked for a pilot. Nell Ashcombe refused the pilot, offered 20% off the year-one subscription, and Anthony Garrow agreed to move forward.
What was said
What this says
Current to 11 Oct 26On 11 May 2023 Sue Ditchfield questioned the £23,550 price and asked for a pilot. Nell Ashcombe refused the pilot, offered 20% off the year-one subscription, and Anthony Garrow agreed to move forward.
What happened: Sue said the price was fair but that she had seen similar tools at lower cost, and asked for a three month pilot. Nell declined the pilot and offered 20% off the annual subscription fee for year one only.
Customer view: Anthony asked about exit and scaling. He accepted that the term is twelve months from go-live, with ninety days' notice at renewal, and that upgrades are prorated.
Commercial: Nell put the discounted all-in year at about twenty-one and a half thousand. Year two goes back to the standard rate, so the renewal will show a price step.
Watch: the call does not show the order form being signed.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Nell Ashcombe emails the order form with the discount included by the end of the day.
- Anthony Garrow and Sue Ditchfield sign it, then Callie from implementation contacts them to start the project.
Risks
Current to 9 Oct 26- Sue Ditchfield compared the price with cheaper tools and wanted a pilot, so value is something the customer will test.
- The 20% discount ends after year one, so the first renewal moves to the standard rate and may be challenged.
Opportunities
Current to 9 Oct 26- Anthony Garrow asked about adding users or connectors and upgrading mid-year, which points to a possible move to Growth.
Transcript
Nell Ashcombe NoneHi both. Thanks for calling back. I'm guessing you've got a question or two on the proposal.
Anthony Garrow NoneWe have, yeah. Sue wanted to talk through the pricing, and I've got a question on the contract.
Sue Ditchfield None23,550 is a fair number, but we've seen similar tools at lower cost. Before we commit to a year, could we do a pilot? Three months, see if the team gets value, then lock into the year?- Nell Ashcombe NoneThree months is tricky for us. The implementation is where the cost sits: four weeks to build it out, and we need to know you're committed to making it stick. If you start in June and leave in September, we haven't recovered that. But I can offer something. A discount on year one. What if we do twenty percent off the annual subscription fee? That brings it down, and you're still locked in for the year, but you get better pricing.
- Sue Ditchfield NoneTwenty percent off the annual, or the whole thing?
- Nell Ashcombe NoneJust the subscription. So the implementation stays as-is, but the subscription drops by a fifth for year one. All-in for the year, you're looking at something like twenty-one and a half thousand.
- Sue Ditchfield NoneAnd year two goes back to the full rate?
- Nell Ashcombe NoneYes. The discount applies to year one only. Year two onwards, standard rate. But you'll have had the brain embedded for a year by then and you won't want to leave.
- Anthony Garrow NoneAnd on my side, the contract says locked for twelve months. Is there any flexibility there? Any way out?
- Nell Ashcombe NoneNot during the year, that's where we protect our implementation investment. But it's twelve months from go-live, not from signature. And after that, you're free to go, just ninety days' notice at renewal.
- Anthony Garrow NoneOK. And we can scale up during the year if we need more users?
- Nell Ashcombe NoneYeah. You can add users or connectors as add-ons, or upgrade to Growth mid-year if you want. We'd just adjust the invoice. But that's a good sign, it means you're getting value.
- Sue Ditchfield NoneAnd if we upgrade during the year, do we get a credit?
- Nell Ashcombe NoneWe'd prorate it. So if you upgrade in month six, we'd take what you've paid already and work out what the upgrade costs for the remaining six months. No money back, but no double-charging either.
- Anthony Garrow NoneThat's reasonable. So if we're OK with twenty-one and a half thousand all-in for year one, what's the next step?
- Nell Ashcombe NoneI send an order form with the discount baked in. You and Sue sign it, I sign it, and we're locked in.
- Sue Ditchfield NoneCan you email that today?
- Nell Ashcombe NoneWill do. By end of day. And once it's signed, I'll introduce Callie, our implementation person, and she'll reach out to get your project started.
- Anthony Garrow NonePerfect. We're happy to move forward on that.
- Nell Ashcombe NoneExcellent. I'll get that order form over today. Cheers, both.