A new vendor partner I was onboarding recently asked what my customers expect of me and my partners. I replied…..

My customers have come to expect:

• I will treat them like they’re the only client I have.
  
• I will be tenacious when it comes to their needs and best interests.
  
• I will be proactive and anticipate their needs.
  
• I will be ever present and communicate often.
  
• I will provide a timely response to their requests and issues.
  
• I will strive to keep the process simple, quick, and easy.
  
• I will be trustworthy.
  
• I will be transparent.
  
• I will choose vendor partners who deliver the same experience.
  

If I choose a vendor partner who fails to deliver that same experience, does my customer see it as the partner’s failure?

No, they see it as my failure. I chose the vendor partner, right?

If one of your departments fails your customer, your customer won’t see it as that department’s failure. They will view it as your company’s failure.