What Are the Qualities You Look for in a Vendor?
This is a simple task. Stop for just a second. Think of the qualities you look for in people you pay to do work for you. Write the qualities as sentences. Form a list that might look like this.
- They listen to me before they talk.
- They get a sense of who I am before they tell me what they can do for me.
- They leave room for me to interrupt and comment. I can say, “I understand. Move on.” and I can say, “Excuse me. That makes no sense to me.”
- I can trust that my interests are their interests.
- I can believe that they will at least try what I ask before they decide whether it won’t work. I can trust that if it won’t work, they will tell me.
- I can rely on the fact that if we make a plan, they will follow the plan until they have a better idea or any part of the plan doesn’t work. Then they will call to say we need to adjust the plan.
- I can rest assured that I will always know what’s going on with any business they might be handling.
- I enjoy their energy, their vision, and their commitment to quality.
- They are brave, know when a risk is justified, and know when to admit something isn’t working.
This is list nowhere near complete.
The point of making such a list is not just to identify the qualities of a vendor, it is also to build a reminder of the standards we want to keep.
Liz Strauss
Behind every Successful business is an Outstanding Manager. –Perfect Virtual Manager
Hi Liz
Your right about having to identify qualities and I would like to add a thing about standards: you have to build them into your team, making sure they work/behave on the same set of standard as you do.
Wrote about it in one of my book reviews:
http://www.thekissbusiness.co.uk/2007/01/book_review_fir.html
Comment by Karin — January 15, 2007 @ 11:56 am
Excellent post! I had the same topic on my list for January. There are a few very basic qualities I would add to your list. They seem obvious enough, but I’m continually amazed by how often vendors come up short.
1. Return phone calls and e-mails promptly.
2. Be on time for appointments.
3. Follow-up thoroughly.
Also, I think there will always be times when the interests of the vendor and customer differ. But that’s ok, as long as the vendor is honest about what his/her interests are.
Comment by Brad Shorr — January 16, 2007 @ 8:43 am
Hi Brad!
Thanks for adding to the list. Those all things that I value too! Yes, I’m amazed at how often that vendors endow me with the ability to read their minds.
I also came up with one other — the ability to know my customer and not do things just for my approval.
You’re insightful to point that a vendor and a buyer can have conflictings or parallel interests. Those can be dealt with, as you said, if they are kept in plain sight.
Comment by Liz Strauss — January 16, 2007 @ 9:14 am
Hi Karin,
I was over reading your book review. You wrote a wonderful piece there. I so enjoyed reading. Excellent insights and all.
Comment by Liz Strauss — January 16, 2007 @ 9:19 am
Thanks Liz, I’m really pleased with your comment
Comment by Karin — January 16, 2007 @ 11:00 am
Brad, I fully agree with your point 1: it is really annoying when you don’t get any respons. But you must make sure that you as a ‘vendor’ yourself (in the eye of your customers) don’t fall foul to the same mistake.
You can create an edge over your competitors if you do reply as quick as possible (even if it is just to say/write: sorry, we don’t know the answer just yet, we will keep looking and come back to you a.s.a.p.)
Comment by Karin — January 16, 2007 @ 11:04 am
Karin, you make an interesting point. We’re always wearing multiple hats in business. Fast response is usually appreciated because it is seldom experienced! But not always…This old post of mine might interest you–it’s somewhat relevant to the discussion.
http://tinyurl.com/yszsw5
Comment by Brad Shorr — January 16, 2007 @ 4:57 pm
Yeah Brad and Karin,
I remember when I realized that I had to go slower — that’s when I learned that quality counts. Ah and the planning up front you can do when you slow down. It makes the work go so much smoother.
Comment by Liz Strauss — January 16, 2007 @ 6:09 pm
Hi Brad
Loved your post, reminds me of ‘forum-types’.
As ‘foreigner’ in a country (UK) where we personally experienced no replies, slow replies or half replies to request for quotes when we started business (and went wiht those companies who did reply fast and adequate). We decided there and then that we would reply as fast as possible to any enquiry made to our company to ‘get the edge’. And it works very well.
Comment by Karin — January 17, 2007 @ 7:45 am
Karin,
What a great example of responding to your clients unexpressed needs and desires! I want you on my team.
Comment by Liz Strauss — January 17, 2007 @ 8:06 am
Hi Liz, thanks
Realised another quality I want/get from - select a vendor on (perhaps only significant for wholesale - retail or B-2-B transactions):
my qualiry vendor understands that I add value to his product/service and therefore:
a) doesn’t sell his porducts/service to just any one
b) recommends buyers who can’t buy direct to me
One of my quality vendors did just that today. Great, very, very much on target this month - if things keep going like this we go way over it
(So in answer to your last question Liz, sorry, my partner doesn’t want to get rid of me - yet ;-))
Comment by Karin — January 17, 2007 @ 11:05 am
Very sorry for the typo’s ;-(
Comment by Karin — January 17, 2007 @ 11:06 am
Karin,
Typos are free here.
Sounds like you value a vendor who looks for opportunities that make sense and fit the individual situation best for each of his/her own customers. So do I. Smart people like that are fun to do business with.
I want your partner on my team too!
Comment by Liz Strauss — January 17, 2007 @ 11:09 am
[...] Liz Strauss on vendor expections. You get what you pay for. [...]
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