Everyone knows we should do our best to maintain good working relationships with our customers. I also believe we should do our best to maintain good working relationships with our suppliers and vendors as well.
Some people believe that because they are the customer they have the right to impose, to put upon, browbeat and persecute their suppliers. More often than not, they do that to make up for their own lack of planning, inefficiency and procrastination by pushing the problem onto the suppliers. In turn, most suppliers and vendors do their best under the most trying of circumstances because they are committed to satisfying their customers. The customer may not always be right, but the customer is always the customer.
I don't like to do business that way. I look for ways to help my suppliers service me better. When my instructions are not clear, I learn how to change them so my suppliers can better understand them. I also learn and try to respect my vendors lead times and try my best to give them as much time as possible to do my work. I am also very loyal to my suppliers and vendors; not that I don't change from time to time, but it does take a lot for me to terminate a business relationship.
Of course there's a very good reason for my approach to suppliers. Clear instructions help ensure the job will be done correctly. Respecting lead times helps ensure my jobs are not done in a crisis mode which often leads to problems. And when on those rare occasions a supplier asks if they can have a few extra days on my job because they have a lot of work to do, I try accommodate them whenever I can. And often times I can. But if I say I can't, they respect that and make sure my job gets done on time.
By not being a problem customer and by partnering with my suppliers and vendors to create a smooth and mutually beneficial working relationship, I find that when I make a mistake or I need to impose a very short delivery date, my suppliers and vendors will go out of their way to help me out in any way that they possibly can.
I'm sharing these thoughts because today I had to impose on one of my suppliers. One of my customers booked a program which gave me a very short lead time to produce books and other materials. I phoned ahead to let the supplier know I would be in the next day so they could plan for me. Wouldn't you know it? The person who normally does my work was on vacation. But they said "Come on in Dan and we'll take care of you." I arrived this morning to a quiet shop. With the primary person on vacation, they weren't in a production mode today -- -- except for me. Several people who normally work in other areas pitched in and did the job while I waited. Thanks gals and guys.
About me: Dan Pelley's career experiences range from the shipping room to the boardroom and the college classroom. He has worked in companies as diverse as metal stamping, foundries, pharmaceuticals, computers and electronic components, hospitals, nursing homes, motor carriers, distribution, retailers, social services, government, quasi-government agencies, a major art museum and an airline. He shares his experiences through programs and seminars for companies in New England and through this blog.
Copyright © 2009 Daniel W. Pelley
All rights reserved.
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