There comes a time in every girl’s life where she truly has to ask herself – Am I happy with this vendor relationship? Or am I afraid that there just isn’t anything better out there? Is it time to break up?
Then she has to fire a vendor.
I spent a lot of time thinking about this for the last month or so. My favorite vendor to use sadly has my least favorite account rep. Ever. The woman is almost enough to make me drop the vendor altogether despite the fact that her organization meets my needs (and my company’s needs) best.
How do you know if it is time? Ask yourself these questions:
1. Does my account rep communicate well with me? This is usually the first sign of trouble. When your account rep stops returning your emails or phone calls, it quickly becomes obvious that the relationship isn’t working. But what about when the rep is slow to respond to questions or concerns but quick to place an order on your behalf? If your concerns are not addressed as quickly as your orders, speak up. And if you can’t reach a new agreement, request a new account rep before you become so frustrated you drop the vendor.
2. Does my account rep call me about price changes? If an item you order on a frequent basis goes up in price, your account rep should call you before the price change occurs. If this is something you discover on your own, a red flag should go up. The account rep is there to keep you, the customer, happy and informed. The time it takes to call or email you to alert you of a price change is nominal compared to the level of frustration you will experience when you discover these things on your own.
3. Does my account rep know what I look like? I have been working for my employer for a year and a half – and ordering from this vendor for just as long. I know her office is within a half hour of my office. Do I know what she looks like? No. Does she have a firm understanding of who my company is? Definitely not. Your account rep needs to know who you are in order to help your company best. A ten minute stop in to your office goes a long way. The rep doesn’t need to be my best friend but she should be comfortable leaving her office and stopping by mine with new catalogs and services at least once a year.
I didn’t spend too much time thinking about these questions until the situation had gotten out of hand. Asking for a new account rep is easier than switching vendors and most companies live by the rule that it is easier to keep a customer than find a new one. Sure, the conversation is a little awkward at best but at least you don’t have return each others stuff at the end of it.
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