If you have had a negative experience with a vendor (without naming the vendor), what did you learn from it?
Sort by:
Miscommunication and lack of communication are often the root causes. Engage vendors early in the process, set clear expectations, and ensure all communications are documented. It's also wise to avoid relying on a single vendor, maintain multiple options for flexibility.
Not engaging the vendor when there is a problem until it is too late. If you don't give the vendor a chance to fix it you start destroying the relationship from that point.
Experiencing a negative interaction with a vendor taught me the critical importance of clear communication and detailed contracts. I learned that setting explicit expectations and maintaining regular updates can prevent misunderstandings. Additionally, thorough vetting of vendors and incorporating performance metrics into agreements are essential practices. Establishing contingency plans for potential issues and fostering an open, respectful relationship can also significantly improve outcomes. Keeping detailed records of all communications and agreements, while providing regular feedback, ensures transparency and continuous improvement. Ultimately, these lessons have refined my approach to vendor management and enhanced my ability to mitigate risks in future engagements.
Put in place a very strong MSA with actionable KPI's and financial penalties if they are missed. Put a strong PMO on the project who has no ties with the actual project so who won't be biased. Frequent check in meetings where a failure or error is openly discussed and learn from that. No finger pointing but full transparency but with a clear focus on accountability. You outsource for a reason so you have to be able to rely on the vendor / partner.
Managing those relationships consistently is important to build a degree of trust and partnership. Sometimes programs and goals change which can directly affect a vendor. Being upfront about it is the best way to avoid having a good relationship go bad. At the same time, I expect vendors to stay abreast on my business needs and align with it. In one particular project, I saw a relationship deteriorate when a vendor understaffed and underestimated the amount of time for a solutions integration. One of the key lessons learned was to ensure the Statement of Work or contract provides appropriate protections.