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MEMO
#1035: Professionalism With Our Vendors - 04/02/03
Safeguard
has a very clear company-wide policy concerning customer service:
we live the customer service doctrine, "Customer Service
Equals Resolution, Period." We are all accustomed to
how this doctrine applies when we're talking about clients,
but the doctrine also applies to another important group of
Safeguard's customers: our inspectors and contractors.
Although
we identify our contractors and inspectors as customers in
SPI 101, they are also in the position of reporting to SPI
in much the same way that a subordinate here at Safeguard
must report to his or her supervisor. This creates a more
complex relationship with our vendors than we have with other
SPI customers. Contractors and inspectors are our customers
because they rely on us to provide them with the information
they need to do their jobs. As our vendors, they have the
responsibility of performing the work that we assign, and
we have the related responsibility of ensuring that work is
completed correctly and in a timely manner.
We must
at all times maintain a professional standard for interacting
with our vendors. They really are our partners in achieving
the necessary results for our clients, and they deserve and
should expect professionalism from all of us. "Professionalism"
in this context means treating our partners with respect in
all verbal and written communications. When we are happy with
our vendors--for example, if they catch something that might
be costly to us, raise a good question, or quickly turn around
a rush order--we should show our appreciation for their extra
efforts and thank them for a job well done.
We must
also treat our vendors professionally when we encounter errors
or late work orders. Whenever we need to send or respond to
a message from our inspectors or contractors, or when we're
speaking with them on the phone about a specific issue, we
should discuss the issue, clearly explain the problem, and
let them know what we expect in the way of resolution. This
must be accomplished without becoming hostile or using unacceptable
language. If a vendor is making mistakes, not completing orders
in a timely fashion, or in some way not meeting our expectations,
our obligation is to advise the vendor of the problem, communicate
what can be done to correct it, and point out the possible
consequences of noncompliance, not to criticize, argue, or
provoke.
Our vendors
also need to know that we are concerned about resolving their
issues. You must check your messages and set aside time each
day to respond to vendor concerns and/or requests. Returning
vendors' phone calls in a timely manner (within 24 to 48 hours)
is a requirement of your job and is part of Safeguard's customer
service doctrine. The same requirements of responsibility,
knowledge, priority, follow-up, flexibility, and friendly
service that apply to our clients must also apply to our inspectors
and contractors.
For example,
in terms of vendor issues related to cut invoices, billers
need to be able to provide a clear reason for cutting any
invoice. If, as a biller, you aren't able to respond to an
issue on a cut invoice in a manner that satisfies the vendor,
promptly forward the call to your supervisor and provide the
supervisor with the information necessary to handle the inquiry.
Inasmuch
as unprofessional behavior towards our vendors will not be
tolerated, we will not tolerate unprofessional behavior from
vendors, either. In the event that a vendor exhibits inappropriate
or unprofessional behavior and the situation cannot be managed
calmly and professionally, ask if you can place the vendor
on hold and transfer the call to your team leader or supervisor.
If the issue is still not resolved, your supervisor will relay
the information to Vendor Management for final resolution.
Remember,
without our inspectors and contractors, we simply can't safeguard
our clients' interests. That's why it is so important that
our understanding of the doctrine "Customer Service Equals
Resolution, Period" encompasses our treatment of and
concern for vendor concerns as well as client issues.
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