Most of you know the vendors you work with quite well. But, do you ever wonder how your vendor responds to input from KLAS? After we spend time with many of you on the phone, we will summarize for a vendor (anonymously, of course) some of the challenges that providers are running into. There is a stunning array of responses that we hear from these vendors, which show their true colors. How do you think your vendor responds? Do they:
- Laugh about the fact that these providers know so little and don’t understand how to use the product?
- Tell KLAS the research methodology is flawed and we probably talked to the wrong person.
- Ask for more detail so they can really get to the bottom of the issue and solve it for all their customers?
Recently I experienced both ends of the spectrum when approaching different vendors about similar customer issues.
Vendor #1 drilled down to understand as much as they could about the issue without compromising the confidentiality of the person giving the feedback. They went out to the customer base, helped get the issue solved, and then reported back that they had found a few sites where this had been a problem and were grateful for the input.
Vendor #2 asked if we could exclude this provider’s input from the KLAS reports. They gave various reasons, including the fact that this provider (they were guessing) was not properly trained and that department leadership had a bias against their product. They had guessed the wrong site…and didn’t seem to be eager to get the issues solved.
Does your vendor like to fix or hide? Any guesses who these vendors are?
To read blogs by other KLAS executives and researchers, visit www.KLASresearch.com.