My southern mother had all kinds of cute sayings about life and the pursuit. This one came to mind this morning.
"You get more flies with Sugar than you do with Vinegar".
I was chatting with an associate about a client of his who is in a battle with another vendor at a customer site. There's lots of finger pointing about who was causing which problem. In the meantime the customer is stuck in the middle as his business grinds to a pace that even tortoise land would view as slow.
My buddy was frustrated with their approach, so he'd called me more to vent than anything.
From his client's perspective there were only two solutions:
- Get proactive. This sounded exactly like the right option until I learned what they meant. To them, proactive meant 'slinging mud' and 'FUD' at the other vendor. I thought he was kidding, but it turns out he wasn't. It truly was (and is) a strategy on the table. Point the finger and focus on proving that the other vendor was at fault. Now that's helpful to the customer, isn't it?
- Be reactive: After the proactive approach I figured this one had to be better. Wrong. This approach basically meant they would say as little as possible about anything to the customer or the other vendor, lay low and see how things worked out. Basically, the vendor would play ostrich with his customer.
Where's the customer focus?
I was floored. I honestly didn't think anyone thought this way anymore. But obviously some do - which is why I brought the SoapBox out.
- Is anyone thinking about the customer and the business impact this little vendor game is having?
- Are they focusing energy on finding a solution instead of just covering their tails?
- Are they taking an honest, open, partnering approach to handling this situation?
In case you're wondering, the answers are No, No and No.
This vendor has an option to be honest, open and direct with the customer.
Instead, this company is focused on proving that it's not to blame and potentially starting a war with the other vendor.
They focused on Covering Their Butts.
This situation is a GREAT opportunity to create a stronger partnering relationship with the customer. This vendor could join forces with the other vendor and the customer's team - and show that customer that their business success is more important than any corporate ego. It's the chance to tell the truth and gain credibility.
The chance for honesty and partnering is long gone.
I bet the flies do come even with this 'vinegar' approach.
They'll show up to buzz the vendor's carcass after the customer shoots them dead.
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