Fictional account material prepared for the MS-4004 Copilot lab exercises. Not real customer data.
Date: 2026-01-09, 10:00–10:40 ET Channel: Microsoft Teams Canada Post: Account Executive (you), Lynne Robbins (Sales Manager, joined at 10:20) Tailwind: Nestor Wilke (Director, Distribution Operations), Lidia Holloway (Procurement Manager)
Purpose
Confirm what Tailwind needs to see ahead of the March pricing review.
What they said
Lidia opened with the review process. The March review will require a formal written proposal this year, not a rate discussion. She has asked for a competitive benchmark in each of the last two cycles and has not received one. Her words: "I need something I can put beside two other quotes without having to build it myself."
Nestor described the internal pressure. He runs a monthly operations review where each supplier is scored against the 95% on-time requirement. Canada Post has been below that line for the full year on a blended basis, and Calgary "drags the whole number down." He said he defends the relationship in that meeting but that it is getting harder.
Asked what would change the conversation, Nestor named two things:
- A credible explanation and plan for Calgary specifically, not a national average.
- Reporting he can drop into a board pack without rebuilding it in Excel.
On peak season. Nestor confirmed November and December were "worse than last year" from his side, though he could not quantify it in the call. He noted TWT added Richmond to the parcel program in October, which may have contributed.
Miriam Graham. Not on the call. Lidia said Miriam will attend the March review and will want "the total picture on one page." Miriam has not been briefed on the service issues in detail.
Northline. Lidia raised it directly, unprompted: "Isaiah has a trial running in the West. I'm not going to pretend otherwise." She would not confirm volume, pricing, or duration. Nestor appeared uncomfortable and did not add to it.
Commitments made
| Owner | Commitment | Due |
|---|---|---|
| Canada Post AE | Written proposal, including competitive benchmark | Before March review |
| Canada Post AE | Calgary-specific findings and recovery plan | End of February |
| Nestor Wilke | Share TWT's internal supplier scorecard format | Week of Jan 19 |
| Lidia Holloway | Confirm review date and attendee list | Week of Jan 19 |
Open questions
- What is actually in TWT's 95% clause — is it on-time delivery, delivery success, or both?
- Does the Richmond onboarding in October explain part of the Q4 dip?
- What is Northline actually pricing, and on which lanes?
- Is there budget for added services, or does this have to be cost-neutral?
Read on the deal
Nestor is a genuine champion under pressure and will help if given something defensible. Lidia is procedural rather than hostile — she has asked for the same thing twice and been ignored, which is our failure, not her obstruction. Miriam is the real decision and we have no relationship there. The Calgary problem is the one that has to be answered; everything else is secondary until it is.