Aldbourne Hospice Care / BB-Demo – Negotiation
Callcompleted
Aldbourne Hospice Care: documents · 2026-06-05 12:30
On 5 Jun 2026 the committee had approved the spend, but Robin Hatherell asked for a way to scale back. Owen Tallis offered staged payments and a conversation about unwinding after three months; Robin agreed to go ahead.
What was said
What this says
Current to 11 Oct 26On 5 Jun 2026 the committee had approved the spend, but Robin Hatherell asked for a way to scale back. Owen Tallis offered staged payments and a conversation about unwinding after three months; Robin agreed to go ahead.
What happened: Robin said the committee approved the spend, then asked for a three-month trial because the board wants to scale back if adoption is low. Owen Tallis proposed a full-year commitment with staged payments.
Customer view: Robin accepted the staged schedule and said he appreciated the flexibility. He closed with agreement to proceed.
Commercial: Owen said unwinding after three months could be discussed, which he called not typical, while Sophie Ling said the year is committed once signed. Discounts apply to the first term only, and extra connectors beyond four mean Growth.
Watch: The evidence does not show whether the unwinding discussion was written into the order form. The executed order form is what counts.
Themes
Current to 9 Oct 26Theme
Exit flexibility and staged payments
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Owen Tallis to send the updated order form with the staged payment schedule the same afternoon.
- Robin Hatherell to sign and return the order form by the end of the following week.
- Fran Whiting to brief the customer IT team on Salesforce and call system access.
Risks
Current to 9 Oct 26- The board's wish to scale back signals weak confidence in adoption, which puts the first renewal at risk.
- A verbal offer to discuss unwinding after three months departs from standard terms and may not be in the order form.
Opportunities
Current to 9 Oct 26- Robin asked about adding users and connectors later, and connectors beyond four would move them to Growth.
- Staged payments cleared the board's objection and let the deal close.
Transcript
Sophie Ling NoneHi all, thanks for joining. I've got Owen from our sales team here as well.
Owen Tallis NoneHi Robin, Fran. Where are we on the deal?
Robin Hatherell NoneThe committee approved the spend. We're ready to move forward, but we had a couple of questions about terms.- Owen Tallis NoneWhat's on your mind?
- Robin Hatherell NoneSo the board would like the ability to scale back if we find the adoption is lower than expected. Can we do a three-month trial or something similar?
- Owen Tallis NoneStandard is annual upfront. But I understand where you're coming from. What would a trial look like for you?
- Robin Hatherell NoneWe'd like to try it for three months and then commit to a full year if it's working.
- Owen Tallis NoneOkay. So what I'd suggest is: you commit to a full year but we stage the payments. First payment for the implementation and three months of subscription. You see the value, then you pay for months four through twelve.
- Robin Hatherell NoneThat's better. And if it's not working, we can exit after three months?
- Sophie Ling NoneWell, you're committed for the year once you sign. But honestly, if you're not seeing value in three months, we'd want to know so we can help. A lot of adoption takes time.
Fran Whiting NoneI think the usage will be there. But Robin's asking a fair question.- Owen Tallis NoneHere's what I can do: you commit to the year, but if you're genuinely not using it after three months, we can talk about unwinding it. Not typical, but I don't want you locked in to something that's not working.
- Robin Hatherell NoneThat's fair. I appreciate that. Is there any discount if we commit to multiple years?
- Owen Tallis NoneNot on the first term. Discounts are just on the first year. After that you're on the standard price at renewal.
- Robin Hatherell NoneOkay. What if we want to add more users or connectors later?
- Sophie Ling NoneYou'd just let us know. Additional users are billed as add-ons. Additional connectors beyond the four would be an upgrade to Growth tier.
- Fran Whiting NoneSo we stay on Starter and add users as we need them?
- Sophie Ling NoneRight. Start with fifteen users, add more as you scale. When you need more than four connectors, we'd talk about Growth.
- Robin Hatherell NoneAnd at renewal, we'd still get ninety days' notice?
- Sophie Ling NoneYes. Ninety days before your contract ends I'll reach out with renewal terms.
- Owen Tallis NoneSo let me recap: year-long contract, staged payments, you can discuss unwinding after three months if adoption isn't there, additions priced as we go. Sound right?
- Robin Hatherell NoneYeah, that works.
- Owen Tallis NoneI'll send you an updated order form with the staged payment schedule. You sign and return, and we're off.
- Fran Whiting NoneWhen would we kick off?
- Sophie Ling NoneAs soon as we get the signed order form. I'd schedule a kickoff call with the technical team to map out the connectors and what we need from you.
- Robin Hatherell NoneHow quickly can you implement?
- Sophie Ling NoneFour weeks from kickoff for Starter. So if you sign next week, we'd be live by end of June.
- Fran Whiting NoneThat's perfect for our planning.
- Owen Tallis NoneGreat. So order form to you this afternoon, you review, sign, and send back. I'll get a kickoff scheduled for early next week.
- Robin Hatherell NoneIs there anything we need to do on our end to prepare?
- Sophie Ling NoneJust make sure your IT team knows we'll be reaching out about Salesforce access and your call system. Nothing complicated but good to have them in the loop early.
- Fran Whiting NoneI'll loop them in tomorrow.
- Owen Tallis NonePerfect. So order form this afternoon, signature by end of next week, kickoff the week after, live by end of June. Any other questions?
- Robin Hatherell NoneNo, I think we're good. Let's do it.
- Owen Tallis NoneExcellent. Thanks for your time, both. Speak soon.
- Sophie Ling NoneCheers.
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