CWS 3.0: September 24, 2014

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All out of love? How to get it back

One of the things I enjoy most in my job is talking with program managers. Usually, they are asking for data or benchmarking stats. More recently, though, they’ve been voicing frustrations — they are not feeling the love they once did from their VMS or MSP partners.

It’s quite common in any relationship — whether personal or professional — for the feeling of newness to be replaced by comfort, which sometimes can be viewed as complacency. And I hate to say it, but there is a tendency to blame each other for the loss of excitement. But, there are things you can do to inject excitement into a “boring relationship.” After all, breaking up is hard to do.

Start talking. I know it sounds so simple and similar what a therapist would say, but talk to your provider. Make sure you are not sending mixed signals. Many times when nothing is said, the tendency is to think the relationship is fine. The old adage “no news is good news” comes to mind. So be sure your providers know how you and your organization are feeling. Buyers of staffing services can’t expect providers to change anything if they do not know they have to.

Be clear. Be sure to provide clarity in your communication. As an example, if your providers are taking a tactical position with your program and the desired state is for a more strategic position, give them specific directives. Many times the providers themselves are more aware — thanks to their pool of customers — of current trends and challenges that may be happening and opportunities for improvement as they are solely focused on the contingent labor program. So request that they suggest some areas of improvement based on what they observe.

Solicit feedback. Buyers often tend to be on the giving end of feedback, but a true partnership requires reciprocation. Ask your provider to give you feedback regarding your program and your organization — and listen. Understand if there are challenges currently, together you may be able to address them. Getting a provider’s feedback on how your program and organization are viewed by their employees and their candidates is critical. Having people enjoy working on your account and being able to attract the best talent is critical. Anything you can do to help the provider achieve this would be warmly welcomed, and benefits your organization in the long run.

So schedule time with your provider to conduct a thorough review of your program. This can align nicely with your own year-end performance review process when you create your goals for the following year. Be sure to include your provider in the goals exercise. Having their insight can not only prepare them for the new expectations, but they can also suggest ways they will be able to assist you to obtain those goals. Being asked for input will make them feel like they matter and that you view them as a strategic partner in your program’s growth. It should also provide a sense of ownership and desire for success, which will make both sides happy.

No program or program manager can be successful without great providers and no provider can be successful without great programs to support. It’s a symbiotic relationship where showing "the love" should be easy but keeping the liaison exciting will require effort from both sides.