Evaluating Your Next Vendor

If vendors truly want your business, they’ll work with you to establish a trustworthy relationship.

Most vendors are honest people who make a living from selling a product or providing a service. But occasionally, church leaders may encounter a salesperson or vendor whose word cannot be trusted. Ask the right questions before signing on the dotted line.

It's important to do your homework before entering a vendor relationship, especially a long-term one. You wouldn’t sign a 30-year mortgage without knowing a little bit about the lender. Neither should you sign a vendor contract without asking some pertinent questions about the company’s reputation and expertise.

Do Research

Start by asking colleagues at other churches for their recommendations about a specific product or service. If they “adore” (or despise) their new copy machine, for example, they’ll be glad to share information with you.

Here are some questions to get you started.

Viability

• Is the vendor financially stable?
• How long has this person or company been in business?
• Will the company be in business 10 years from now?

Experience

• Is this vendor familiar with projects of the same complexity and scope?
• Has this vendor worked with churches of similar size and characteristics?
• What’s this vendors’ reputation for quality?

Reputation

• Does this vendor have a strong customer base?
• What do customers say about their experience with the vendor?
• How many customers have left this vendor for a competitor?
• What’s this vendor’s rating and history of complaints with the Better Business Bureau?

Customer Service

• How available is customer service when you have a question or problem?
• Is the vendor’s customer service staff knowledgeable, helpful, and friendly?

Some of these questions you’ll pose to the vendor; some you’ll want to investigate on your own. Of course, the amount of time you spend on research will vary, depending on the size and complexity of the purchase.

Check References

It’s easy to get excited about a company’s offerings during a sales pitch. But there can be a gap between what sales materials promise and what a company can deliver. To get a better sense of what you’re signing up for, it’s important to talk with flesh-and-blood customers.

This means asking your vendor for a list of references, and then contacting at least two of them.

Official references
Most vendors will give you a list of customers who are likely to give the company a glowing recommendation. They may be worth calling, nonetheless. Customers may offer honest opinions on the company’s dependability, customer service, and their overall satisfaction with the vendor.

Unofficial references
It’s also good to find customers for “unofficial” references. You might be able to find other customers by looking on the vendor's website or by talking with other churches in your region.

Phony references
Checking references may even alert you to a scam. A vendor may direct you to a phony Web site or a satisfied “customer” who’s actually an accomplice. If a vendor provides just an email address, request a telephone number, too.

Accept only references from companies with a verifiable mailing address and telephone number. Ideally, you can call and speak with a receptionist before talking with the actual reference person. It’s generally not a good idea to accept references from customers who call you.

Use a Cheat Sheet

To make the most of your reference checks, create a list of questions you’d like to ask each of the customers you call. Be specific. Asking, “How’s their customer service?” will generally yield less useful information than: “How many customer service calls have you placed?” and “How long did it typically take for them to fix a problem?”

Take Your Time

Some salespeople encourage you to sign an agreement quickly, often using a price break or some other incentive that expires if you don’t act by a certain date.

Never feel pressured to buy from a salesman. If you're not satisfied that you know enough about the vendor to enter a written agreement, ask for time to think about the offer. Don't sign any sales contract until you have reviewed it, preferably with an attorney, and confirmed that it matches the verbal agreement.

If vendors truly want your business, they’ll work with you to establish a solid, trustworthy relationship with your church.