Vendors and Customers: The Keys to a Happy Working Relationship

Abstract

In today’s world of biomedical equipment service, effectively managing outside vendor service for medical equipment is vital to a successful medical equipment management program. There can be some tension between the customer and the vendor providing the service. Probably the biggest reason is that they have different goals. The customer’s goal is to have equipment serviced effectively for the lowest possible cost while minimizing downtime. The vendor’s goal is to maximize profit while providing a level of service that ensures customer loyalty. There is nothing wrong with the vendor wanting to be financially successful. In fact, customers should only use vendors that are doing well financially because they need to have a consistent and stable vendor providing service. But differing goals can sour relationships between the customer and vendor, especially if they result in an unsatisfactory service experience for the customer. To minimize the impact of the conflicting goals on the effective support of healthcare technology, there must be a strong working relationship between the customer and vendor. Whether you are an in-house biomedical department, an independent service organization, or an equipment manufacturer, there are certain key responsibilities and expectations that should be adhered to by both the vendor and customer.