Background
In the area of high-value service engagements, the quality of the outcome doesn’t solely rest on the shoulders of the agency, consulting firm, or IT supplier (“Strategic Partner”). Rather, it’s a collaborative effort involving both the strategic partner and the client, with each playing a critical role in crafting the success story. As a client accessing high-value services, your organization must act as a “best-in-class” client, allowing your strategic partner to deliver maximum value.
It’s worthwhile to pause and evaluate how you interact with your services firms. Are you providing the fertile ground needed for your strategic partner to do its best work? Here’s a checklist to measure your organization against:
Providing Essential Resources & Time
High-value services often require substantial time and resources to fully materialize. A best-in-class client acknowledges this and is prepared to invest what’s needed for the strategic partner to deliver exceptional results.
Mutual Respect and Collaboration
A respectful and collaborative relationship sets the stage for effective communication, innovation, and problem-solving. Emphasize open dialogue and teamwork to cultivate a partnership that thrives on mutual respect.
Articulation of Desired Outcomes
The expected outcomes of the strategic partner’s work should be clearly identified and communicated. Providing a defined target ensures the service provider knows what success looks like from your perspective.
Clear Direction
Navigating the relationship landscape can be complex and confusing without a clear path. A best-in-class client ensures that strategic partners have well-defined instructions to guide their journey, reducing guesswork and missteps.
Constructive & Timely Feedback
Feedback is the lifeblood of continuous improvement. Regular, constructive feedback helps your strategic partner identify areas of strength and those that require improvement, facilitating a more effective and efficient service delivery.
Key Success Drivers
To drive the strategic partner’s success, you must first understand the challenges and opportunities within your organization. Identifying key success drivers and communicating these to your strategic partner ensures everyone is aligned on what needs to be achieved.
Access to Information and Personnel
Access to relevant information and key personnel is a non-negotiable for high-value service delivery. It allows the strategic partner to fully understand your business, enabling them to tailor their services effectively.
Elevating Your Supplier Evaluation Process
These factors should not just be kept in mind but should form an integral part of your formal strategic supplier evaluation process. The next time you meet your services provider to review your long-term alliance, consider discussing these elements explicitly. This can create a shared understanding and foster a more effective and valuable partnership.
Being a best-in-class client isn’t just about enabling your strategic partner to do their best work. It’s about creating an environment where success is nurtured, innovation is encouraged, and value is maximized. By incorporating these criteria into your key relationship interactions, you can play an positive role in propelling your organization towards its strategic goals.
Click here for an article on why trust is so important with your high-value suppliers