Pete, I hadn’t really thought about the cost of upgrades, but you’re right. I think that most IT leaders think, “I didn’t get as good of a deal as I should have on this round, so I’ll make it up when we do more work with them.” What if the vendors are thinking the same (but opposite)?

PoS, the key to your comment is about setting expectations clearly. You need to drill it in right away to make sure it sticks.

Don, Thanks so much for your support.

I’ve spent time on both the vendor and customer side as well. I can tell you that having been on the vendor side, getting aggressive (as opposed to being assertive) will work against the customer over time.

As you state, no one wants to talk to the person that is angry and unreasonable all the time. Ultimately, you will have the worst vendor employees on your account(why would I put my best people on it, you will just make them want to quit), and when the time comes for a major upgrade or service you are not going to get the best price because I know I need to build in padding to deal will all the hassle later.

In my experience the customers that got the best treatment were those that were assertive, but fair and respectful – imagine that!

Well said, and I understand the point.
I believe Elvis said it best,” I need you, I want you , I love you”!
We need to do all that we can to make our IT service sucessful. Those that do not perform can be addressed in the proper venues.
Lead on!

Many thanks,
Don Stitt
Schlotzsky’s / Cinnabon
SFAC President
Amarillo, TX