Beyond the Checklist: Why Service Quality Should Top Your Vendor Selection Criteria
Moving to a new state for a few months meant I needed to find a new dentist. After researching, checking my coverage, and selecting the top-rated provider on my insurance’s list, I thought I’d found a good match. But my appointment took an unexpected turn. The dentist walked in without so much as a greeting, mumbled a quick code to the assistant, barely glanced my way, and then left. Moments later, I was handed a large bill and nudged to schedule my next appointment. The entire "exam" took less than two minutes. I walked out feeling like I’d just been treated as a dollar sign—nothing more.
As I headed back to my car, I spotted another dental office down the street with a full parking lot. I decided to stop in, just in case. What I found was a complete turnaround: the team was warm, patient, and thorough, and they took the time to explain everything, ask questions, and listen to my concerns. Surprisingly, they were also covered by my insurance; it just hadn’t updated their online directory.
This experience taught me a life lesson and underscored what truly matters in any service industry: real customer care. Some places look perfect on paper, with top ratings and prime connections, but they may miss what matters most—treating each person with respect. In my work, I aim to provide the same level of care I expect, ensuring every client feels valued and heard. Because, at the end of the day, genuine service makes all the difference.
When creating wishlists or crafting vendor RFPs, it's easy to get caught up in the specifics—features, capabilities, and pricing. But service quality should never be an afterthought. Ask yourself: when issues arise (and they inevitably will), can you count on this partner to stand beside you? Will they support not only your goals but also the well-being of your customers and employees?
Service is what bridges the gap between a simple transaction and a trusted partnership. While evaluating potential partners, it's essential to give equal weight to their service quality alongside technical requirements and pricing. A reliable partner isn’t just one that can deliver on paper; it’s one that can anticipate needs, offer solutions, and make your experience feel like more than just business. Great service transforms a vendor into a true partner. And in my experience, that makes all the difference.
The next time you build your lists and decide on vendors, consider this: which partner will not only meet the needs of your business but also stand by you when it matters most?
