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Don’t forget to call: Building good supplier relationships means giving e-mail a rest
Shawn Casemore
In today’s fast-paced environment, e-mail has become a key communication tool for the supply chain professional. The ability to send directives, metrics and identify quality issues through e-mail has provided an expeditious manner in which to deal with the various issues and time constraints under which we work.
It would appear however, that as we use e-mail and rely on it as a productive tool in our arsenal of technology, the volume of e-mail entering our inboxes continues to grow at an alarming pace.
It often seems simple instructions or directives sent via e-mail to a supplier end up as chain e-mail, moving off topic or venturing to the desks of parties unbeknownst to us. This can cause delayed responses, duplication of efforts and more importantly, concerns
over confidentiality.
The days of communicating via telephone are fast disappearing. Phone
conversations today usually end with the question: “what is your e-mail address so I can send you the …”
Often, time spent in discussion with our supplier is limited as we have a barrage of other pressing issues that require our immediate attention.
As supply chain professionals however, our success relies on our ability to develop strong relationships, build trust in our supply chain, and do so in the most efficient manner possible. The
question must therefore be asked: has e-mail tarnished our supplier relationships?
If this is the case, the solution could be directly under our noses. Unlike our predecessors in our field, we often overlook the telephone as a communication tool in today’s society.
I’m not suggesting we don’t already make phone calls to our suppliers, but more often than not, the calls are made as a reaction to a specific situation or concern. Rarely are calls made to discuss future business opportunities, ideas for improved quality or thoughts on the global market relative to the commodity or product we are sourcing.
Key vendors
I would suggest in an effort to reduce our overflowing inboxes—and to bolster relationships—we should take a moment to pick up the telephone and contact our key suppliers with the intent of a proactive conversation in mind.
Personally, I’ve found scheduling uninterrupted time to contact key suppliers as some of the most productive time I spend on a weekly basis. In situations where multiple supplier input is required, I’ve found conference calls, however archaic they may seem in today’s high-tech world, accomplish more in 30 to 45 minutes than a series
of e-mails could ever achieve.
Most importantly, the communication is accomplished with the spirit I
wish to portray, avoiding the often-misunderstood “tones” interpreted through e-mail. By no means am I suggesting anyone spend hours on a daily basis speaking with their entire supply base.
Generally, aiming for a weekly call with key suppliers (top two) and biweekly, monthly or bi-annual calls with the remaining top 15 per cent of your supply base will achieve your goals.
Take these opportunities to delegate to your supplier the task of minute taking or follow-up summaries. Plan your calls in advance, making notes during the preceding weeks or months in anticipation
of the call. If there are pressing items requiring discussion, ensure
you discuss these items first, keeping them within a specified time frame.
Where topics for discussion are numerous, send an agenda of your
intended dialogue to your supplier to ensure the conversation remains on topic and doesn’t exceed the specified time frame you’ve scheduled.
Above all, use this opportunity to have fun and build a relationship with your supplier. Allow for time at the end of your call to discuss social topics such as plans for the weekend, favorite travel destinations or other similar interests.
Many of you already include these proactive phone calls as a tool in your collection of relationship building instruments. For those of you who aren’t, I would suggest giving this technique a try, organizing a weekly call with a key supplier for the next three months.
You might just find these calls will not only reduce your inbox volume, but also enlighten your day and build stronger bonds with your supply base. b2b
Shawn Casemore is a materials manager in Owen Sound, Ont. He has the Certificate in Purchasing from PMAC, and is in the final stages of completing the C.P.P. He may be reached at srcasemore@sympatico.ca
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