Age-old Vendor Service Paradox…
Any of These Post-Sale Scenarios Sound Familiar?
“Has anyone heard from the Vendor since placing our BIG order?” (-You)
– Your Perspective: Obtaining a new product or service obviously just begins everything when you order it.
– Vendor Perspective: Most of their focus and attention on you is over “before the ink is dry” on your order.
The Hand-Off Technique…
How frustrating is being handed off to project folks you don’t know – re-explaining all sorts of info they should know?
– Deep details are typically covered by you with the sales team, but now they’re off chasing the next deal.
– Some vendors provide Customer Success Managers, but they’re paid when enticing you to purchase upgrades.
– Is their focus really on Customer Service? To some degree, but their focus will always be on Vendor Goals & Objectives.
Tired of New Year = New Vendor Rep?
To be fair, Vendor Rep’s have a difficult job. It’s a stressful, high-turnover, often toxic cut-throat environment.
– They aren’t treated that well and are essentially controlled by Puppet Masters higher up the food chain.
– VP’s and such who don’t really care about You! (You’re essentially a name on a “Deals to Get ASAP” list.)
We’ll Be Engaged to Ensure They’re Engaged!
From Order Execution – To Go-live – To Ongoing Support – To Recall Process Oversight.
What’s more frustrating than making a big purchase, only to have a horrible Implementation experience?
Gives you that awful Buyer’s Remorse feeling out of the gates, making you wonder if the wrong vendor was picked.
Our Project Oversight Steps:
– We’ll help ensure a smooth transition from the Sale, to Project Kick-off, thru Implementation Go-live.
– We will NOT allow them to go weeks – or even months – before engaging with you for the project post-sale.
– We’ll make sure you’re comfortable out of the gates, and that your priorities and concerns are understood.
– We’ll demand they create a Gantt Chart Project Timeline to help drive Project Milestones to stay on track.
– We’ll intervene when you have questions or when “Tough Love Chats” are needed – which we’ll handle.
Support Agreement Assistance
Feel like you need a Law Degree to comprehend them?
“How did our Agreement auto-renew for 4 more years?” (-You)
This happens all the time! It’s really challenging to track all end dates across your facility locations.
– Adding to the challenge, your assets typically have different coverage term end dates. (Even if purchased together.)
– The reason is due to the coverage terms beginning when each item was implemented. (Not when it was purchased.)
Guess What? Vendors hope you don’t track these varied contract end dates in order to lock you in long-term.
Are You Maximizing the “Use-or-Lose” Service Entitlements?
Don’t fall for the misnomer “Entitlements are Free” with your contract.
– They might be included, but nothing is free!
– Plus, Vendors typically don’t remind you of them to improve deal profit when unused.
For Example:
– If a week of onsite “Use-or-Lose” follow-up Training isn’t used, the vendor saves thousands of dollars in wages/travel.
– Imagine your loss (their gain) if a Computer OS Upgrade isn’t completed because you didn’t request to initiate it.
Our Agreement Assistance:
We can’t change how vendors protect themselves, but we can demand clarity!
– We’ll be the squeaky wheel on your behalf to ensure you fully understand and get the most out of your Agreements.
– We’ll identify when Warranty Periods end, when the Support Terms begin/end for every Asset, Auto-renewal details, etc.
Product Recall Assistance
How Confusing are Product Recalls? Clear as Mud??
Do you hear of recalls on products used but aren’t sure if you’re impacted?
This is common as the Standard Vendor Practice is sending “Snail Mail” Recall Notices.
– Why in this archaic manner? To protect themselves legally by being able to state, “We sent you a notice.”
– Another standard vendor practice is sending notices ONLY to those impacted by the recall.
For Example:
– You believe your products are NOT impacted because you didn’t receive a Recall Notice.
– Meanwhile your products ARE impacted, but notices were sent to someone who hasn’t worked there for 5 years.
Our Recall Assistance:
We can’t change their ridiculous Recall Practices, but we can demand Clarity.
– We’ll be the squeaky wheel on your behalf until you fully understand if your products ARE/AREN’T impacted.
– We’ll help determine if your products are SAFE/UNSAFE to continue using, what their Remediation Plan is, etc.
– If the Remediation Process is complex, we’ll demand a Recall Project Timeline to drive the steps to completion.