Do You Have a "Relationship" with Suppliers or Vendors?

This question popped into my head because I've had a few irritating interactions recently. One was simply adding yet another impossible-to-change-licensing vendor to a growing list (most recently, Egnyte). Another was an online software/service that cannot seem to get the folks in tech support to talk to the folks who run the repetitive and useless forums to talk to each other. One team can't fix it, the other says there's no problem. I'd go into details, but everyone reading this has had similar problems. 

Forever.  

One of the challenges of technology is that we're always working with evolving systems. Stability is always in question. New development can't break anything. Promises are made. Everything changes. 

In such environments, developing relationships with software suppliers and vendors is difficult. Add a number of economic variables, the vast differences in company size, and the growing trend to extract money first and worry about the future someday, and ongoing relationships become nearly impossible. 

As humans, we crave a certain level of certainty. Yes, everything changes all the time, but it would be nice to know which products and services I'll be selling tomorrow. The same is true with the software and services we use internally. And that brings us to the real question about relationships. 

Relationships have good days and bad days. Ups and downs. And sometimes friends grow apart. 

For the "small and medium" business market, we often project a relationship when none exists. The size difference and business model difference between HUGE vendors and tiny consultants is impossible to overcome. If a company is worth a billion dollars, or a trillion dollars, or even three trillion dollars, they don't know you exist. They do not and cannot care about you. The value of the paperclips they accidently sweep into the garbage each year exceeds your net worth. 

To these mega corporations, any relationship they have with "customers" is simply a mathematical extraction. It's a bit like quantum mechanics. You don't exist in reality. And, in fact, your company's effect on their finances is so small that it cannot be measured in a meaningful way. You exist (if you exist) as a mathematical probability. Nothing personal. 

Very often, we trick ourselves into thinking that we have a relationship with these companies when we do not. I say we because I certainly include myself. Over the years, I have fooled myself into thinking I had relationships with Microsoft, HP, Intel, and others. But when we took their logos off our business cards and off our web site, they didn't notice. They didn't care. Who is there to care? 

Remember: You should never have more loyalty to a vendor than they have for you.  

When vendors are small, you CAN and should have a relationship with them. You can meet the leadership. And they might well remember your name, and even your loyalty. But never forget that they are on a path.  

When they're small, you are a "partner" who can help them along the way. But their ultimate goals and business model may not include you. If they're successful, they'll grow too large to focus on tiny partners. And if they're successful, they'll get "funding" that removes the people you know from direct contact with users. Eventually, they will be gone altogether. 

As a business owner, you need to remember that suppliers and tool makers are not your partners. We use that term, but they are business associates. They have goals, and a relationship with you plays a role in their business model. And your relationship with them should play a role in your business model. 

So keep in mind: Is this vendor or suppliers playing the role *I* need them to play? Am I getting what I need for my company's long-term success? Remove the emotions and ask yourself, "If I were choosing vendors today, is this someone I would choose?" And keep in mind that relationships change. The answer could have been yes five years ago. But that doesn't mean the answer is still yes today. -- -- --  

Personally, I don't like to change vendors, suppliers, or tools very often. I know some people always seem to be trying the security product of the week, or the new RMM of the month. In a perfect world, I will keep a relationship like this for about five years and then decide to go another five years. But sometimes, enough is enough. 

Also, don't waste a lot of time after you've made the decision. Especially with mega corporations: They won't even know you're gone. 

Comments welcome.