Work With Your Supplier

Work With Your Supplier

When it comes to web hosting, you will be dealing with many suppliers on a daily basis. Luckily for InnoHosting customers, a lot of that is consolidated and thus you deal with just InnoHosting. But even then no doubt you will be in touch with various other suppliers regarding your scripts and such too.

When something doesn't work, it's easy to become frustrated and even angry at your supplier. Often blaming them. Small issues from before suddenly become amplified into something big. That is of course natural, but many don't take into account how damaging it actually is when you let emotions loose. You begin shouting at your supplier, thinking how ridiculous it is of them not to resolve the problem, maybe even thinking they're too busy to even be bothered with your issue.

Non of this will help you, nor the supplier in any way. It will slow down resolution, it will have a long damaging effect on the relationship you hold with your supplier and it will waste your time and the time of the supplier.

But in those situations, you need to actually consider:
- Why is this company still in business?
- Why are some people still happy with them?
- If they are not handling my issue, are they just sitting at the computer playing games?

The logic becomes clear. Your supplier isn't ignoring the issue, your supplier isn't sitting around playing games. Your supplier is actually actively working on your reported problem. They are in business because they are doing something good and doing it well, they have happy customers because they are resolving issues as fast as they can.

You should work with your supplier. Give them the time they need to resolve things. If you are unhappy, there is no need to vent frustration by ranting, but contact the management team of your supplier and express your concern. State what the problem, state what you are unhappy about and state how you believe it should be resolved.

I have personally been on both ends of the spectrum. I've been in situations where I have lost patience with the supplier, and from experience, I can say it doesn't resolve anything. I've noticed being polite & courteous will make the staff more inclined to help you. Losing your patience and being hostile towards them will make them less likely to help you.

In terms of where we have been the supplier, I generally am more inclined to help a polite customer out. I get involved with their problems, share their concerns and thus have a personal interest in making things right. But if a client begins yelling, is abusive, acts hostile or doesn't give us a chance to listen to any concern they have and provide time to act on it, then I don't share the same enthusiasm. Obviously, the resolution of the issue isn't changed, and it is my obligation to continue working on the issue as I would with any other issue, but the issue no longer becomes your personal ambition to resolve it, rather it is an issue, and I just have to resolve it.

So before you submit that ticket, before you speak to your supplier. Take the time to calm down, understand humans are at the receiving end and they do want the issue resolved just as much as you do. Use appropriate channels to escalate any concerns and do share your concerns with your supplier. In the end it will strengthen your relationship with the supplier and potentially make it much more prosperous & successful.