Another issue that Moore needs to work on is winning Stay & Shop back. Even though Stay & Shop stated that they will not reconsider for at least two years, Stay & Shop did not have plans of making the changeover for another ninety days. Moore needs to act and act fast. Chattanooga is not only losing a very important customer, but also they run the risk of losing other accounts since the word can spread. Moore needs to request for a meeting with Stay & Shop regional executive to find out exactly what is his perspective. As Deepak Malhotra and Max H. Bazerman say in Investigative Negotiation "Don't just discuss what your counterparts want - find out why they want it." Moore needs to ask them two key questions: Why are you leaving us? and What would we need to do to keep you as a customer? The first question will let Moore know what went wrong. He needs to listen very carefully and without getting defensive since there might be some negative criticism. The second question will basically give Moore the answer for the perfect plan to bring Stay & Shop back. This question will also show the customer that Chattanooga appreciates Stay & Shop as a customer and is willing to fix whatever went wrong. At this point Moore does not need to take action. He only needs to request for a second meeting to come back with a better offer than the competitor. After Moore learns what needs to be done to bring Stay & Shop back, he needs to fix the problems that caused the customer to leave. For example, the problem might be lousy customer support, higher price relative to competition, discount structure, and an unattractive product line. Since Chattanooga uses a low cost strategy, they either need to change the business model or carve out an exception for Stay & Shop. Furthermore, Moore also needs to look at Chattanooga's competitive strengths. He needs to