Dealing with Disgruntled Service Providers

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There’s a misleading assumption in outsourcing that everyone behaves professionally — even when they’ve lost out on an opportunity to perform in some way. It’s an assumption bathed in all sorts of presumptions largely based on good intentions. And generally, that assumption is a correct one. Generally, both service providers and outsourcers support and execute ethical outsourcing principles.

But “generally” is “broadly speaking,” and it doesn’t take into account an economy that can bring out the worst in those who would normally exhibit acceptable behavior. As finances tighten, desperation starts to rear its ugly head, which is why you may encounter some rather ruthless tactics from providers who were invited to work for you, but did not qualify to work past the invitation.

Potential Consequences of Vetting

Upon disqualifying providers, you may find yourself becoming the victim of harassment, and unnecessarily having to defend your carefully though-out vetting process. You may additionally find yourself having to employ reputation management services in an effort to ‘clean up’ whatever damage disgruntled bidders do to your image.

If you’re outsourcing on behalf of a company that you work for, you may even find yourself having uncomfortable conversations with your boss.

What to Do

Those who outsource on behalf of a company have it the easiest since more often than not, they maintain regular rapport with higher-ups. This rapport, essentially an internal defense strategy against potential disgruntled retaliation, opens up numerous opportunities to communicate what decisions are being made, and why they’re important to the company. Of course, this strategy won’t work if you don’t keep everyone involved, “in the know.”

Those who outsource on behalf of themselves, however, have it the hardest. If you’re in this category, be prepared to educate not only the bidders who may want to ‘punish you,’ but also the public if need be. Remain professional so that your message exhibits credibility, and don’t be afraid to defend your decisions on sites like Epinions, Complaints.com, or Ripoff Report.

For recent events, check our Disgruntled Employees news section

When people see what went down between Point A and Point B of your vetting process, and they see supporting facts, they will understand and appreciate your position. Even complete strangers who don’t have a vested interest in your situation, but a general interest in joining online disputes anyway (you know the type), will defend your position on your behalf as long as you remain professional.

External Resources:

1. Manage Challenging Staff Without Losing Your Mind
2. 101 Tough Conversations to Have with Employees
3. A Hands On Guide to Managing Off-Site Employees and Virtual Teams