« How do you connect? | Main | No Tip for Extra BIP »

May 05, 2009

You Catch More Flies with Honey – an Approach to Vendor Interaction

Dealing with vendors can be a hassle, or it can be a pleasurable experience. All in all, a billing analyst’s perspective concerning vendor interaction has to do with their approach to problem solving, human interaction, and conflict. One can either be positive, helpful, and pleasant with a vendor, or negative, defensive, and cold. I have felt and attempted both types of interaction. Each type yields its own result but, in the end I learned, you catch more flies with honey.

I used to fear the vendor. When the phone rang I would stare at it, allowing it to ring 2 or 3 times before hesitantly picking up the phone. Is this someone calling to yell at me? Will they call with a problem that I can not solve? Over time, as I learned more about telecom and became comfortable with the daily business process and software, I grew comfortable in my conversations with vendors and tackling problems. Overcoming this first challenge was not winning the war; it was only half the battle.

I found myself taking a negative tone when speaking with vendors concerning dispute dollars. I was looking at the vendor as my enemy rather than a person who wants to resolve the issue and move on with their day. It is my belief that I learned this approach from vendors I spoke with on the phone who treated me in a similar manner. It felt necessary to be on the defensive at all times. I was taking my job personally, and began to realize this was hurting my performance in dispute resolution. I came to realize that whether an analyst is right or wrong concerning disputes, no one wants to help someone that they feel is attacking or speaking down to them. I came to re-learn a 1st grade lesson that has stood the test of time; just because other people act a certain way, does not make it right.

Currently, I work hard to be proactive when I see a problem, picking up the phone and calling the vendor to let them know of an issue before they discover it. Attempting to help the vendor resolve issues, even when the issue begins on their end, helps create a positive working relationship. In general I am pleasant, positive, and knowledgeable. I believe this new perspective helped me to gain strong working relationships with vendors, in turn strengthening the client’s relationship with the vendor. Equally as important, this approach allows for smooth and quick dispute resolution. In the end, you really do catch more flies with honey.

Trackback Pings

TrackBack URL for this entry:
http://www.telcocost.com/cgi-bin/mt/mtb.cgi/139

Comments

Post a comment