In the multifamily housing industry, being a supplier isn't just about delivering products or services—it's about delivering excellence. Whether you're providing materials, technology solutions, or marketing services, the goal is to be more than just a vendor. You want to be a true partner, one who adds value and contributes to the success of your clients. But how do you achieve that? Well, I've learned a few things during my 30+ years as an industry partner (about both what to do - and maybe more importantly - what not to do), and have some thoughts for those of you seeking to excel in your careers.

Know the Industry Inside and Out

First things first: to truly excel as a supplier in the multifamily housing industry, you need to be more than just familiar with it—you need to live and breathe it. Understanding industry trends, regulations, and challenges allows you to provide more relevant and valuable services to your clients. Whether it's staying up to date with the latest sustainability practices, knowing the ins and outs of compliance requirements, or being aware of the latest resident preferences, your deep industry knowledge will position you as an expert and a go-to resource for your clients. When you speak their language and understand their world, you become a trusted advisor, not just a supplier.

Understand the Client's Needs (And Anticipate Them)

Just as you need to know the industry, you need to know your client. Take the time to understand their specific challenges, goals, and pain points. But don't stop there—anticipate what they might need next. If you can predict their needs before they even realize them, you'll become an indispensable partner. It's like handing someone an umbrella before they even notice the dark clouds rolling in.

Be a Communication Champion

Clear, timely communication is the backbone of any successful supplier-client relationship. Keep your clients in the loop every step of the way—whether it's updating them on delivery times, informing them of potential delays, or simply checking in to see how things are going. And remember, good communication isn't just about talking; it's about listening. Make sure you understand their feedback and respond to it.

Deliver Reliability (With a Side of Flexibility)

Reliability is key. When you say you'll deliver on Wednesday, deliver on Wednesday—no excuses. But life happens, and things don't always go according to plan. That's where flexibility comes in. If something unexpected comes up, be ready to adapt. Offer alternative solutions, rearrange schedules, or find a workaround. Your clients will appreciate your ability to stay calm and find solutions under pressure.

Bring Innovation to the Table

In the multifamily housing industry, staying ahead of the competition means staying ahead of trends. As a supplier, it's your job to bring the latest and greatest to your clients. Whether it's new technology solutions that streamline a facet of operations or fresh marketing strategies that capture attention, be the one to introduce these innovations. Your clients will see you as a thought leader and a valuable resource.

Provide Exceptional Customer Service

Customer service isn't just a department; it's an attitude. Go above and beyond to make your clients feel valued. Answer their calls promptly, resolve issues quickly, and always follow up to ensure they're satisfied. A little extra effort goes a long way in building long-term relationships. Remember, it's not just about doing your job—it's about how you do it.

Offer Tailored Solutions

No two clients are the same, so why should your service be? Tailor your offerings to meet the unique needs of each client whenever possible. This might mean customizing a technology solution, adjusting a marketing campaign, or offering a personalized service package. When clients see that you're willing to go the extra mile to meet their specific needs, they'll know they're more than just another account to you. And newsflash – your solution may not be right for everyone or every moment, and you need to have the integrity to say so (to both your prospective client and your boss).

Be Proactive with Problem-Solving

Problems are inevitable, but how you handle them can make all the difference. Don't wait for your client to discover an issue—be proactive. If you see something that could cause a problem down the line, address it immediately. And if a problem does arise, own it. Take responsibility, be straightforward, offer a solution, and make it right. Clients will respect your integrity and appreciate your commitment to their success. (And trust me on this – passing the buck on the responsibility to someone else in your organization makes you look bad, not them.)

Build Strong Relationships

Business is built on relationships, and the supplier-client dynamic is no exception. Take the time to build rapport with your clients. Get to know them on a personal level, and show genuine interest in their success. Strong relationships lead to trust, and trust leads to long-term partnerships. Plus, it makes working together a lot more enjoyable and is a true success hallmark of this industry.

Measure and Improve

Finally, always be looking for ways to improve. Gather feedback from your clients, measure your performance, and make adjustments as needed. The best suppliers are those who never stop learning and growing. By continually improving your service, you'll stay at the top of your game and ensure your clients are always getting the best from you.

In Other Words: Be the Supplier Partner They Can't Live Without

Outstanding supplier service isn't just about fulfilling orders—it's about fulfilling your clients' expectations and then exceeding them. By understanding their needs, communicating effectively, delivering reliably, and always bringing something extra to the table, you can become the supplier partner they can't live without. And in the multifamily housing industry, that's the secret to long-term success.