Sabre Airline Solutions suffered a major outage this morning which the media quickly jumped all over and were trying to figure out what happened and why. I’m not here to talk about why the system went down or why the company didn’t do more to prevent this type of situation. As an interesting aside, I actually worked for a company a long time ago that became part of Sabre but that is a story for another time.
Anyway, the point of this post is to remind companies that your customers could care less about who your vendors are and they don’t care that it is your vendor’s system that caused the problem. As a service provider, you must own the issue, the problem is yours and you can’t pass the buck to some vendor that no one knows about or why they should even care. When you enter into a contract with a vendor, your organization assumes all of the strengths and weaknesses they bring to the table. Their faults are your faults and their accomplishments are your accomplishments. If you aren’t willing to agree to the terms of this marriage then you’d better never sign the contract to begin with because it will not end well.
So to recap:
- Never pass the buck and blame your vendors in front of your customer, the issue is yours.
- If you aren’t willing to own your vendor’s faults then you shouldn’t be entering into a relationship with them.
- Your customers don’t care that you have vendors. They care about the service YOU provide. For them your vendors = you.