Vendor/Customer Relations - Employee Motivation

Motivate Your Suppliers and Yourself
By Jim Hutchinson, Website Managers, LLC
Originally Printed in Purchasing Management Magazine, July 1990

What happens when someone tells your supervisor that you performed well on a particular project? What happens when that information is conveyed to you?

When it is, are you compelled to apply those same - or increase - efforts towards your next project?

What would happen if you performed even better the next time?

Now, how about your suppliers? Have you ever sent a letter of recognition to a sales representative’s supervisor, commending him or her for a job well done?

Motivation

In a buyer/seller relationship - like in any human relationship - we are dealing with normal human emotions. When you feel good about what you are doing, or have done, you want that feeling to continue.

What happens to you when your performance is noticed? As the word spreads through your company, as well as others, it eventually comes back to you. The resulting feeling is so good that you want to have a bigger impact next time. So, you try harder to improve your skills and quality of work. The cycle is complete, only to start again with renewed life.

This process is an important part of motivation. Many studies have been done on the topic, and one key equation is: recognition plus positive feedback equals motivation.

Here’s an example from the purchasing department to explain what I mean. Imagine that even though you’ve tried to cover every angle, one day an unexpected problem develops. You need parts, and you need them fast. It’s a part that you’ve never ordered before, and has no brand name or number on it. All you have is a description to give your favorite vendor.

The vendor spends hours locating the item, then rushes it to you so quickly that it makes the heads of your peers spin.

You’re a hero. You feel great. Your supervisor sends a Speed memo to the higher-ups and into your personnel file.

Now, would it be right for you to bathe in all the glory alone? No way! Who made your heroism possible? Your vendor did.

Share the joy, glory and fame. Send a letter to the sales representative’s supervisor explaining the situation, and tell their company how remarkably one of their employees performed.

The Chain Reaction

The letter will start the motivational cycle in that company. Eventually, the cycle will find its way back to you, giving another boost to your morale.

The chain reaction doesn’t always stop there. As recognition, positive feedback, morale and performance are nurtured, other “perks” may follow. You may find yourself on the receiving end of more attention from salespeople - they’ll want to contact you more often. You will probably find it easier to negotiate favorable pricing, delivery, and service terms.

The bottom line is that financial growth and success is the prime motive for any for-profit business. You know how a motivated team of employees can add to your company’s growth and success. Why not try to help your supplier build the same type of team?

For your own business, one thing stands high above the rest - building good, strong vendor/customer relations. Everything starts there.

Like friendships, however, good business relationships don’t happen overnight. They have to be nurtured and they have to be mended when ill. But in the end, everyone involved will be enriched.

It’s your move.

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