What s your method for de-escalating project conflicts with external vendors

Question

Vendor relationships can be tricky. When things aren’t going as planned—missed deadlines, quality issues, or miscommunication—how do you step in and fix the situation without making it worse?

Answer 1

When vendor relations go awry, it's important to address the issue with care:

• Stay Calm and Unemotional: Treat the situation in a professional manner. Be fact-based rather than emotional so as to prevent escalating tensions.
• Talk On Time: Raise your voice at the first sign of trouble. Open, honest communication about the delayed deadlines, poor quality, or miscommunication.
• Collaborate on Solutions: Collaborate together to identify the source of the problem and agree on solutions. Set clear expectations in the future, such as timelines and deliverables.
• Document All Interactions: Keep written notes of all interactions, agreements, and action plans so that there is no miscommunication later on.
• Escalate When Needed: If the problem still exists, escalate to upper management within the vendor company, but be professional throughout.
• Review the Partnership: Once the issue is resolved, review the relationship to determine if it's worth pursuing or if changes are necessary for greater alignment. 

By remaining calm, dealing with issues in a timely manner, and communicating jointly, you can often fix problems without exacerbating the issue.