Reference Checks

Image by Tim Morgan via FlickrIn 90% of RFPs I've been involved in, the end-users always requested references. However, few, if any actually call the references of their short-listed proponents. Why?

First of all, they think its time-consuming - I generally say it's not likely as time consuming as hiring a supplier that can't do the job.

Secondly, they don't trust the references will be 'candid'. Few, if any contract managers will say something 'bad' about a supplier for fear of reprisal.

Third, and this just might be in the area I've worked, the legal advisors state that a reference cannot change how they scored the 'written' proposal. The argument is 'what has changed in the proposal?'

So, to combat these issues, we found it helpful to build a reference call sheet with specific questions that you will ask ALL references, and keep it fact-based so no-one is put on the spot to say something 'bad'. If a vendor never met a deadline, it's a fact, not opinion. If they had a cost overrun, it's a fact, not opinion. If they had to redo something under warranty, it's a fact...etc

Also, adding some wording to your RFP about using the references to 'verify the information in the written proposal' and allowing yourself to adjust accordingly, *should* satisfy your legal department (but check with them anyway!)

I don't score references as a rule of thumb, I use them to verify information, and if necessary, disqualify someone who either 'stretched' the truth or omitted some key facts in their proposals.