The Vendor’s View and It’s Impact

I’ve been doing professional photography for a few decades. When we’re a vendor for a company you see “it all”. These organizations will go to great lengths to earn referrals from their clients, but they often forget about the vendors. 

I was recently working with a professional model who needed a new portfolio. In discussion she was telling me about her daughter. Her 6 year old has shown an interest in ballet and she was thinking about enrolling her daughter in classes soon. I enthusiastically told her about a dance company in her area I had just worked with. 

I was in that dance studio for half a day and I saw the strong community that had been formed between the owner, the teachers, the parents, and (most importantly) the children.  When I was working with the owner on her final edits, she was meticulous into ensuring each student got to be shown in their best light. There were more edits than normal, but I was happy to do them and I was happy to continue to earn her business. Not only is that how I am wired, I also knew that she would do no less for one of her students. 

Often I am working with couples. Though I do not do weddings anymore, I have done my share of them and I love to recommend venues, DJ’s, bands, and caterers. I have worked in many of the finest hotels, museums and other venues where receptions are held in Chicago. As a vendor I know the ones that will do everything that needs to be done for a couple for their special event.  

I could go on and on about web designers, tattoo artists, bartenders, models and others I have recommended to clients in conversation. It is something that I not only enjoy doing, but it is a part of my business model to my clients. Referrals are the largest driver of my business. 

The Dark Side of Vendor Silence

During the holidays I was doing a session for a family. It was a multi-generational family photo in the home of my client. She had a short window to honor 4 generations in one lovely day. When I showed up to set up my gear, I was astounded by the beauty of her two story condo in Chicago’s West Loop. Boca de Lobo in one room, Fendi Casa in another. Her art collection and lighting choices were just as impressive. This was not simply the home of a person who made a lot of money, this was a woman who knew design. 

As I set up my equipment we made conversation. That was when I learned she was one of Chicago’s high end interior decorators. When I was done setting up we still had time to kill before her family showed. We had tea (served on Shelley, of course) and I got to know more about her and her business. 

Hers is an impressive story and she is not only one of Chicago’s best, she has earned her way to the top.  I was honored to learn that I came to her highly recommended by one of her clients. Then came the moment of truth and my silence. 

We got into conversation about doing business during COVID. In her case, the supply chain issue was beginning to become a problem, particularly for her commercial accounts. I asked her what kind of volume she moved in lighting, furniture and office goods. To any supplier she is a seven figure client. 

I told her about a lighting supplier I know in the twin cities who could meet some of her needs and she was grateful to receive her business card from my wallet. She asked me if I knew of anyone else and I did, but I remained silent.

Did they have access to the brands she needed? Yes. But they did not have the character she deserved. 

I had worked with this group I did not name. They spoke about each other behind their backs as soon as someone was out of ear shot. At the event they hired me for, they did the same with their “valued partners” at the event. They even allowed 2 guests there to make women uncomfortable with their inappropriate advances and laughed at jokes of one of their suppliers looking like an adult film star (her dress was actually quite elegant, but she was a woman). I had a someone drunkenly threaten me in front of one of the principle partners with lawsuits if she did not like the photos. Many of the conversations in post were aggressive and adversarial. 

My current client deserved better than my former client. Especially as a successful woman who has built an empire on professionalism and caring about her clients and her vendors. 

“I’ve not known you long, but there is something in your silence, Patrick.” She said plainly. 

“I prefer to accentuate the positive. “

“Tell me who you would not recommend.”

I broke my silence. She thanked me and assured me it was not the only time she heard concerns about them. She told me that one of the founders had quite the checkered reputation in the industry. She then told me that it is as much a service to your clients in networking to advise caution as it is to make recommendations. 

Her family arrived and I had the honor of taking delightful shots of four generations of her lovely family. After the session I was invited to have dinner where I got to hear tales of a family who left Guatemala in a tumultuous time to come here. The love and pride of serving the country in the armed forces. Hopes and dreams, victories and tragedies. 3 generations of stories with a fourth ready to tell their stories. 

I promise you this, I know a great interior decorator for my future clients. 

Vendors are part of your referral ecosystem. In your events you may not notice them as they serve your drinks, take your photos, and set the tone with proper music, but they benefit from every connection they make just as you do. By ensuring your vendors have a good experience you are not only practicing good business, you are creating an opportunity for future business. 

In closing, the service industry is not the servant industry. Treat people kindly. It will come back to you. 

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