Here's an offer you can't refuse: a true partnership with your third-party vendors. Find out how with a few lessons from The Godfather.
In the first Godfather movie, there’s an unshakable bond between Don Vito Corleone, and his consigliere/son, Tom Hagen. They trust each other and when Tom speaks, you can be sure he’s saying exactly what Vito wants people to hear. But when you think about your relationship with your customer-facing vendors, you might feel that the relationship is more like Michael and Tom in Godfather II-- a shaky relationship based on mutual distrust, wariness, and differing goals. It’s a frustrating partnership that ultimately doesn’t work.
Now, chances are you run your business a little different than the Corleones, but if you have a partnership with a third-party vendor, you want it to be exactly that: a partnership. You should have the same goals and speak with the same voice. When a customer calls, emails, or interacts with social media, they should have no idea they are talking to a vendor. There should be a seamless connection between both parties.
This is not the start of a great business relationship!
Managing your vendors means entering into a partnership where information, expertise, and goals are shared in both directions. Ultimately, it means a relationship where there is no daylight in between the parties. Managing this correctly makes your customer engagement a seamless process from
An Offer You Can't Refuse: A Shared Outlook Leads To Shared Success
In the Godfather, both Tom and Don Vito wanted the family to thrive, and to have largely peaceful relationships with the other families. They knew what mattered the most. It’s the same for you. What matters most is giving your contacts the best possible experience so that they turn into customers. In order for your partner to act successfully as you, there needs to be a shared sense of responsibility.
This means trust, and it means being willing to share what matters most to you. In practice, this means:
If you paid attention to the first movie, you know that Don Vito often asked Tom for his advice. That’s because both parties knew the other one had
What You Can Learn From Your Vendor
As we said, you are the leading expert in your business. Your partner knows their business, which is customer service. Information can and should be a two-way street, and you should recognize that they may have a lot to offer your company.
If you hire the best partner (more on that below), they’ll be able to help you with your goals and strategies. Chances are, they have worked with many companies like yours, both in your
It’s more than just their prior experience you should be listening to, of course. Fishing stories only go so far. Remember that they also have the fish on the reel; that is, they are the ones who potentials have more contact with your sales and marketing funnel than you do. They are in many ways closer to your customers, and so are on the front lines of feedback. They’ll see
Building A Lasting Partnership
Don't close the door on your vendor
If you haven’t seen The Godfather, I apologize for all the references (but really: you should see The Godfather). In the second movie, Michael and Tom are not quite on different teams, but they barely work
Creating a long-term partnership with a team that knows both what you are doing and who you are is vital. This means:
The most important thing you can do at the outset is to set the parameters of your relationship. Understand where the vendor fits in with your operation, so that:
Remember that you are going to want to perform a consistent and thoroughgoing analysis of metrics, including tangible (meeting budget requirements, delivering on services, customer
Your customer experience depends on having a two-way, mutually beneficial relationship with your partners, where you share information and expectations. Hiring the right one can be the difference between a successful offering and a failure. Really, it’s an offer you can’t refuse.
Every customer needs to be treated like they are the most important one in the world, and that means having a vendor who acts like an extension of your company. At RDI-Connect, we act as your partner, making sure that every prospect and customer is treated to the most meaningful experience across all channels. For more information, please download our white paper The Customer Experience Playbook: Providing Unmatched Service in Today’s Multichannel Landscape. Connect with us today to learn more about the services we can provide your business.
RDI Corporation was founded in 1978 and is headquartered in Blue Ash, Ohio. We provide precise business solutions through a fully integrated outsourcing model and our clients ranged from mid-sized corporations to distinguished Fortune 500 companies.