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Working with Vendors Creating Partnerships that Work - TACAC MMI
1. Working with Vendors
Creating Partnerships that Work
Don Tollman
Vice President, Non-Profit & Foundation Partnerships
April 10, 2015
2. 2
You Know What They Sayā¦
āVendors ā You canāt live with them, you
canāt live without themā
3. 3
You Know What They Sayā¦
āVendors ā You canāt live with them, you
canāt live without themā
The reality is this most organizations canāt exist
without vendors
4. 4
You Know What They Sayā¦
āVendors ā You canāt live with them, you
canāt live without themā
The reality is this most organizations canāt exist
without vendors
It takes work to build good vendor relationships
5. Some vendors can be annoying, overbearing,
and obnoxious
- Many newbies get sales training that tells them this is effective
- We know it is not
- Often trying to sell you a product you donāt want or need
No is a perfectly good answer when applicable
- Donāt waste your or the salespersonās time
- Recognize they are just doing their job
5
The Truth isā¦
6. Donāt abuse vendors by asking for detailed
quotations and proposals for equipment or
services you donāt intend to buy
- Again, NO is OK
Itās a lot of work to respond to an RFP, or to
create a detailed quotation
- Make sure there is a chance to win your business
6
Play Fairā¦
8. Data Security
- Make sure you understand how personal data will be
collected and used
- Scrutinize data security and privacy policies
Financial Stability
- If relying on a long-term solution, make sure the
company is positioned to fulfill your contract
8
Two Important Issues to
Consider When Selecting a
Vendor
9. It takes work to develop good relationships
- Remember, you need them to achieve your goals,
and they need you to thrive as a business
Building relationships with key vendors should
be on your ongoing task list
- They should be valued members of the team, and
treated as such
- Itās not ābad businessā to develop positive
relationships with these folks just because they send
you bills for their services
9
Establishing Good Vendor
Relationships
10. Assure the vendor understands your needs and
vision
- Select those who match your organizationās culture
and values ā ask lotās of questions
- Look for somebody you can work with frequently, will
perform work at the level you expect, and will
contribute to your project
- While budgets are extremely important, the
ācheapestā product might now be the best solution
10
Things to Consider When
Building Vendor Partnerships
11. They should be valued members of your team
- They are providing a service that you either donāt
want to provide yourself or simply donāt have the
ability to perform ā trust their expertise
- Welcome them as an extension to your team
- Treating them as āthat company that just takes
money to provide a serviceā doesnāt benefit either
party
ā¢ And, if they are āthatā company, wrong partner
11
Work āWithā Your Vendor
Partners
12. Before selecting a vendorā¦
- Research references and look at work samples
- Meet several times before committing to a contract
ā¢ Listen to their advice and judgment on what they know
best, their business
By the time you start your project, mutual trust
should be well established
- If trust has not been established, donāt start the
project
12
The Vendor as a Collaborator ā
Create a Contract of Trust
13. Treat your vendor partner with the same respect
as you would anyone else on your payroll
- Make them a member of your team
- Be fair
- Expect the best
- Set realistic goals and expectations
- Listen to their feedback
13
Make Insiders Out of Outsiders
14. If the vendor made your project a success,
thenā¦
- Maintain your ties and draw upon their experience in
the future
ā¢ Create a true trusted partner
- Become a reference for your vendor partner
ā¢ Referrals can help increase the success of your vendor
partner, assuring they will be there when you need them
14
Donāt End the Relationship With
the Completion of the Contract
It is important to recognize that salespeople are just doing their job, just like you do yours. Recognize that their job is to move as much product as possible. Without sales, companies can not stay in business and provide the services neededā¦and, most companies donāt have government financial support.
Donāt be offended if they ask you to buy something. You get a salary, hopefully a pension, and vacation daysā¦respect that the salesperson is trying to have the same.
To be clear, many states, institutions, and/or school districts do require a certain number of responses unless the product or service desired is āsole source.ā All I am asking is to not encourage companies who you know will not win the RFP to submit only to meet the minimum number of responses.
If you hear and take away nothing else from this presentation, please listen carefully to this thisā¦
When working with a vendor who will have access, collect, or store your student or other sensitive data, you must know how that data will be handled. Make sure this is clearly articulated. It is incumbent on both parties to protect data privacy, and understanding how this will be accomplished is of utmost importance.
While it is fine to work with start-ups and leveraged companies, it is very important to know that the company is financially stable. We were recently surprised when one of our competitors, who shall remain unnamed, filed for bankruptcy. This created issues for their current clients. Consider what will happen to your operation if the vendor goes out of business. Will you have access to the tools you need? Will any data be transferred to a company who may purchase the failed company or their assets. And, if that happens, does the new company have the same privacy policies?
At the onset of any new vendor relationship, both parties must clearly articulate themselves to arrive at a mutual understanding of wants, needs, and end results. Say what you will doā¦and, absolutely do what you say!
Good relationships are mutually beneficial, and assure that solutions will continue to be discovered into the future.
From the start, you should give your vendor partner all pertinent information that relates to the project.
Allowing the vendor to understand your organization and itās goals, both internal and external, will provide insight into the current and possibly future projects.
While it is the vendorās responsibility to become familiar with your organizationās needs and goals, you should reciprocate by understanding those of the vendor.
It pays to know what else your vendor partner has to offer.
Too often, organizations relegate their relationships with vendors to a ādo-what-we-tell youā model, which can exclude them from all communications except those where orders are given for the vendor to follow.
Remember, this is a two way street, and vendors often identify their most valuable clients as those who keep the lines of communication free and clear and provide them with timely information on decisions that will affect their services.
In a best-case scenario, the vendorās representative is involved in all discussions about the organizationās service that they are helping to produce.
Vendors can often make valuable contributions to the decision-making process when it involves their area of expertise.
Vendors who have successfully completed a project and earned the trust of colleagues you respect are likely deserving of your trust as well.
Smart leaders look to their colleagues for recommendations of successful vendors.
Letās review these important points. But, while making insiders out of outsiders remember that humans are fallibleā¦
When you have problems, and if you work with anyone long enough you will have some problems, let them know. Be honest and provide feedback to help them understand what you will expect in the future. Vendors are nothing more than a collection of people, and people sometimes make mistakes. You obviously canāt allow repeated mistakes or problems, but donāt overreact to the first oneā¦assuming they make it right. Be realistic, vendors provide services, not miracles.
Like any member of your team, a vendor must meet your expectationsā¦assuming they have been laid out appropriately. If the performance level just isnāt acceptable, and youāve given it a fair shake, it is time to find a new vendor. If that happens, when severing the relationship for performance problems, let them know why you are doing so, and how they might improve in the future. Your feedback will allow them to exit with knowledge that may benefit them and other clients in the future. You should also document these expectations and problems so you can address them with your replacement vendor.
If you have truly āclickedā with your vendor, then maintaining a consultative relationship and providing a reference can pay you big dividends in the future by adding a loyal partner to your network. Use them to run future ideas past as a reality check and/or trusted advisor.
As I mentioned before, when you are selecting a vendor to work with on your project, you should seek references. In turn, if you believe your new partner has performed well, offer to be a reference so your colleagues will be able to learn who will be the best partner for their project.