As a follow up to my colleague’s write-up, “Keys
To Solid Supplier Engagement,” I have put together a quick telling of a
recent, successful supplier engagement and on-going relationship. I have been fortunate enough to work closely
with Jennifer, the author of the original blog.
She always encourages me to connect with supplier over the phone rather than
depend solely on email, and after positive outcomes like the one included here,
it has become very clear to me why.
Worthwhile suppliers want to contribute throughout a sourcing initiative
and ensure they develop the best solution for the potential business. There is no better way to build this
relationship than over the phone. At the
end of the day, proper engagement and relationship building will secure the
best solution at the best price.
Initiation
My first discussion with this particular vendor was a cold
call. I knew this first call would be a
very impactful conversation, so I did everything I could to prepare in an
effort to start things off on the right foot.
Armed with project notes and a polished tone, I dialed the main customer
service line. Once connected with a
National Account Manager, I gave a brief overview of the client and the
upcoming initiative. I was clear on my
expectations from their company and gave the individual as chance to ask me
questions. Suddenly, the conversation transformed
into the basis of a relationship. As the
phone call blossomed, we talked through their unique offering and suggestions
for process improvements. It was clear
this invitation to explain what makes that vendor different was unexpected for
the National Account Manager. Suddenly,
we were working together through a process to secure a best-in-class
relationship rather than battling back and forth through a pricing exercise.
Collaboration
Over the next few weeks, the contact and I collaborated
heavily. As I developed the RFP bid
package, I now had an additional resource to ask category specific
questions. This contact proved to be a
great asset as we were able to share industry information, ideas for process
improvements, and identify challenges early on in order to address them before
going to market. I worked closely with
this contact as well as a few others in order to ensure one vendor’s best
interest is not unfairly woven into the fabric of the initiative. While both sides shared detailed information,
I was careful to withhold certain details as well – and the vendor did the
same. Frankly, a supplier providing
value to the process early on is the best indication that they will continue to
provide value after a contract is signed.
Communication
This vendor and I had many short conversations each week. The communication was transparent while
protecting other vendors’ information and the integrity of the initiative as a
whole. We answered each other’s questions
quickly and clearly and, by doing so, allowed one another to keep the process
moving forward. I was able to more
efficiently and effectively develop the bid documents and analyze bids. The vendor was able to more quickly and
accurately responding to the RFP and follow up requests.
Sustentation
Whether or not this vendor was awarded the business, I now
have a close contact with a worthwhile vendor for future reference. If the vendor was awarded the business, I
would continue to collaborate and communicate to ensure efficiencies are
realized and new opportunities are brought to light and executed upon. The information and goal sharing promotes
growth together, efficiency, and lower pricing.
Mutual benefit is derived from the success of the other, and it all
started with an open and honest phone call.
Following in Jennifer’s leadership, I execute the
initiation, collaboration, and communication with suppliers over the phone. This allows for a trusting partnership to
form – a partnership that can lead to greater outcomes than simply emailing
pricing information back and forth. Having
the supply base in many ways contributing as a coworker on the procurement team
can only benefit a strategic sourcing initiative. A responsive, helpful potential supplier is
much more likely to become a value-adding preferred partner.
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