Being mistreated and underserved by a service provider is a very frustrating experience.
Your customers being mistreated and underserved is another matter altogether. Maybe your service provider is always late in delivering service. Maybe they are always over budget, or maybe they cannot innovate quickly enough to provide the kind of service your customers want and need.
In the Army, I had a Battalion Commander say, “It’s OK to do the right thing.”
If a provider is serious about winning your business, then they will invest in your company. Not just monetarily. They will think of ways to save you money. They will look for ways to reduce your waste in production. They will look for ways to deliver above and beyond what their contract states.
I encourage you to work with companies that are not simply a service provider, but those who are intellectual and financial partners. You deserve to work with partners that see problems as opportunities to make your customers’ lives easier.
Anyone can provide you a service, but working with partners who have a vested interest in your success makes them an owner. Ownership always increases engagement. Increased engagement with the right partners creates synergy and ultimately increases your return on investment.