Little things can make a big impact

I was recently helping a client of mine with an AMS system selection. After a thorough review of needs and potential systems, my client chose a vendor that she felt was their best match.

The vendor was very pleased to hear that they had been selected. But rather than immediately signing a contract, the vendor responded that they wanted to do a deeper review of two specific functional areas my client needs, in order to ensure they can in fact address these needs. This comes after a full RFP process and demos (so it’s not as if the vendor is coming in cold).

My client’s reaction was one of very pleasant surprise. As she put it, “I didn’t know anyone still did business like that these days!”

The simple act of the vendor saying “No, we can’t sign yet, until we’re absolutely sure we’ll be right for each other” has engendered a level of trust between my client and the vendor that is sure to go a long way. In the worst case scenario, the vendor decides that they cannot serve my client, and they part as friends. Even in that case, you can be sure my client will speak very highly of this particular vendor.

A small gesture, but a smart one.

About Wes Trochlil

For over 30 years, Wes has worked in and with dozens of associations and membership organizations throughout the US, ranging in size from zero staff (all-volunteer) to over 700. In that time Wes has provided a range of consulting services, from general consulting on data management issues to full-scale, association-wide selection and implementation of association management systems.

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