Best Practices of a Trusted Vendor
- Andrew Ohlinger
- Jan 6
- 5 min read
Whether you manage a facility or provide services to one, trust is built through consistency, accountability, and attention to detail.
Whenever you use vendors, it adds cost to your facility’s operation. Because of that, it is critical to ensure you are receiving not just competitive pricing, but consistent quality and professionalism. Price alone should never be the deciding factor. The quality of work, reliability, and the overall experience of working with a vendor are equally—if not more—important.
One of the most effective ways to evaluate vendor performance is to assess their entire process, from the first call you place to the moment the final invoice is paid. Every interaction matters and provides insight into how that vendor will perform long term.
Each vendor you work with should consistently excel in the following areas. These criteria can be used both to select new vendors from scratch and to evaluate and rate existing vendors to ensure they continue to be a strong fit for your facility.
Responsiveness
Availability
Knowledge
Estimates and proposals
Pricing
Scheduling
Professionalism
Quality of product
Quality of work
Invoicing
Responsiveness
When you first identify a contractor and reach out, how efficient is that process? Do they answer the phone or respond promptly to emails, or are you sent straight to voicemail? If you do leave a message, do they return your call within a few hours or at least the same business day?
Vendors who are slow to respond, difficult to reach, or require repeated follow-ups are signaling how future service interactions will go.
Consistent and timely communication is a baseline requirement for any trusted vendor.
Availability
Once communication has started, the next test is scheduling. Reputable companies are often booked out, and that is understandable. However, they should still be able to get you on the schedule within a reasonable timeframe.
More importantly, if an issue is urgent or an emergency, a reliable vendor should be able to accommodate you within a day or two.
Vendors who simply take messages and respond “when they get to it” are rarely a good fit for facilities that need dependable service.
Knowledge
How knowledgeable is the person you speak with when you explain the issue? Do they ask informed questions and demonstrate an understanding of the problem, or do they immediately default to sending someone on-site?
A strong vendor can often provide guidance over the phone, suggest troubleshooting steps, or request specific information that helps make a service visit or estimate more effective.
When someone is sent on-site, they should be well-informed, take detailed notes, and clearly understand the scope of work so the proposal is accurate and aligned with your budget expectations.
Estimates and Proposals
Estimates and proposals do far more than provide a price—they reflect a vendor’s organization and attention to detail. With today’s tools, there is little reason for estimates to take excessive time to generate.
Clear, timely proposals that arrive within a day or two (or even same-day when appropriate) are a strong indicator of professionalism.
If you have to repeatedly follow up just to receive an estimate, that vendor is likely not a good long-term partner.
Pricing
Once an estimate is received, review how the work is priced. Is the estimate detailed and easy to understand? Does it clearly outline labor, materials, and the scope of work?
Pricing should be competitive, but transparency and accuracy is more important than being the lowest bidder.
Vague or incomplete pricing often leads to change orders, disputes, and unexpected costs later. A well-structured estimate not only fosters trust between the client and contractor but also sets clear expectations for the entire project.
By ensuring that all aspects of the pricing are itemized, clients can better assess the value of the services provided and make informed decisions. Furthermore, transparent pricing allows for easier budget management and minimizes the likelihood of financial surprises as the project progresses.
Scheduling
After approving the work, how easy is it to schedule? Are they flexible and willing to coordinate around your operational needs?
Do they prioritize emergency or time-sensitive work?
Reliable vendors understand that facility operations do not stop for maintenance and will make reasonable efforts to minimize disruption while still completing the work efficiently.
Professionalism
Professionalism begins before a vendor ever arrives on-site.
Reliable vendors confirm the scheduled day and arrival window in advance, communicate when they are enroute, and arrive on time.
They also notify you when they are on-site and when they are leaving, ensuring clear accountability.
Professionalism is also reflected in appearance and conduct. The condition of the work vehicle, how organized it is, and how it is maintained provide insight into how the company operates. A clean, clearly marked vehicle suggests attention to detail and pride in their work.
Technicians should present themselves professionally, with appropriate uniforms, visible identification, and respectful behavior when interacting with staff and occupants. Vendors working in occupied facilities are an extension of your operation and should represent it accordingly.
Preparation matters as well. Tools should be well-maintained, organized, and appropriate for the work being performed. Disorganized equipment or poorly maintained tools often lead to delays and inconsistent results.
Quality of Product
The materials, parts, and equipment a vendor installs are just as important as the labor itself.
Trusted vendors use correct, code-compliant, and manufacturer-approved products suited to the application—not simply the least expensive option.
They should clearly identify what products are being installed, explain why they are appropriate, and disclose alternatives when available. Substandard or incorrect parts can shorten equipment life, create safety risks, and increase long-term maintenance costs.
Quality of Work
Quality workmanship is non-negotiable.
Completed work should meet industry standards, pass inspections when required, and function as intended without shortcuts.
Equally important is how the work is performed while it is in progress. Vendors should keep their work area neat and organized throughout the job, not just at the end. Materials, tools, and debris should be controlled to avoid creating hazards or disruptions.
When the work is complete, the area should be fully cleaned and restored. All debris must be removed and disposed of properly, with no leftover materials, fasteners, or packaging left behind. This is especially important when work is performed in sensitive areas such as mechanical rooms, occupied spaces, and roof areas, where debris can create safety risks, drainage issues, or long-term damage.
Invoicing
The final step in the process is invoicing, and it should be just as clean as the rest. Invoices should be timely, accurate, and clearly match the approved estimate or proposal.
Line items should be easy to understand, documentation should be included when applicable, and there should be no surprises.
If a discrepancy is identified and communicated professionally, a trusted vendor responds in kind—reviewing the issue promptly, explaining the cause, and making adjustments when necessary. This demonstrates that the vendor is not focused solely on a single job, but on building a long-term relationship with you as a customer and client.
Closing Thoughts
Whether you manage a facility or provide services to one, trust is built through consistency, accountability, and attention to detail. Facility managers can use these ten criteria as a practical framework to select new vendors, evaluate existing relationships, and set clear expectations from the outset. Vendors, in turn, can use the same standards as a roadmap for improving their internal processes, training their teams, and delivering a higher level of service.
The next step is simple but intentional: document these expectations, communicate them clearly, and hold all parties accountable.
When both sides align around these principles, the result is fewer surprises, better outcomes, and long-term partnerships built on trust—not just transactions.
Insightful. Following these guidelines will help a lot.