There seems to be a growing disconnect between customers and their vendors. It seems these vendor partnerships have a flaw. Whose responsibility is it to educate the customer on the results of services delivered? The reason I am raising this question is that I have been reading a lot of things online and in forums from customers who are complaining about the lack of transparency with their vendor’s results. Customers are feeling vendors are not really partners in their success just someone who they hired.
Too often when clients come to us for help, we ask for their previous reports and we have been told that the previous vendor did not supply them. This has always puzzled me because I do not understand how a customer could allow a vendor to get away with not providing reports under the guise of their “lack of understanding” so they should just trust them.
This lack of a partnership approach gives all vendors a bad name but the day of reckoning is coming. There are now products and educational programs on the market that will help customers understand what their vendor reports are saying as well as new educational programs to help the customers knowledge increase as well.
It is time for clients to demand a better partnership with more educational interaction from their vendor partners.