In the world of public safety, relationships with vendors often come with a stigma. There’s a shared reluctance among many to engage. People don’t want to be sold to or feel pressured into a decision. They don’t like confrontation. And perhaps most challenging of all—they don’t want to say “no,” especially after a vendor has taken time to present their solutions or provide a quote.

But avoiding those conversations may be costing us opportunities to grow, learn, and better serve our communities.

In many cases, the hesitation to talk to vendors comes from not knowing what we don’t know. Many in public safety aren’t attending conferences or engaging with vendors at shows. This limits exposure to emerging technologies, operational best practices, and how other agencies are overcoming shared obstacles.

The truth is, vendors can provide valuable insights into these areas—if we let them. The key is to shift the nature of the relationship from one of adversaries to one of collaboration.

A common frustration is that vendors don’t fully understand the realities of the 911 environment. They haven’t experienced the burnout, the constraints, the animosity, or even the simple desire to just help others that so many of us feel. But this is where open, honest communication comes into play.

Instead of shutting vendors out, we should approach these interactions as opportunities to educate. Share the challenges and constraints that make your work unique. In turn, a good vendor will listen, learn, and adjust their approach to better meet your needs.

Being upfront doesn’t mean committing to a deal. It can be as simple as saying, “We aren’t going with you—we just needed a third quote.” Honesty builds trust and prevents unnecessary pressure. It also keeps the door open for future conversations, should your needs align later.

Everyone in this field—whether a 911 professional or a vendor—shows up to work with personal and professional obligations. Each of us has expectations we are striving to meet. Finding common ground can transform a transactional relationship into a meaningful partnership.

Reflecting on past experiences, I regret not taking vendor calls or responding to outreach. How times did I miss learning about technology or practices that could have solved a problem? How often have I avoided these interactions out of fear of being “sold to,” only to realize later the value they might have provided?

Taking a call with a vendor isn’t just about hearing a pitch. It’s about contributing to the future of public safety technology. By engaging, you can:

• Influence the direction of technology: Provide insights without needing to join APCO or NENA committees.
• Be heard: Share your frustrations, constraints, and unique needs directly with the people who can help address them.
• Access a wider network: Vendors often bring connections to other agencies, helping you find solutions more efficiently.
• Leverage opportunities: Position your center as a beta or first-adopter site, gaining early access to innovative tools at reduced costs.
• Streamline operations: Vendors can often assist with troubleshooting, help desk support, and inter-departmental coordination.

What’s your greatest fear when it comes to vendors? Start there. By identifying and addressing those fears, you can redefine the relationship. It’s not about being sold to—it’s about opening the door to mutual understanding and collaboration.

In the end, relationships with vendors should be viewed not as a burden, but as an opportunity. The goal is to work together to drive innovation, overcome challenges, and ensure that public safety professionals have the tools they need to succeed. It all begins with a simple conversation.

This is a guest post by Mandy Stollsteimer, ENP, RPL. For 7 years she served as Executive Director at Western Colorado Regional Dispatch Center before moving into the private sector.

MD Ally, mandy.stollsteimer@mdally.com