Transparency is the key here. Set clear expectations with Vendor(s) and make them work on mitigation with defined timeline, as a matter of fact, make them accountable for their delivery issues. At the same time, keep all your acts/actions transparently, regularly report to the client so that client is aware of the delivery issues, their reasons and mitigation actions taken by you to address the same. Use of diplomacy in the communication of such cases can be fatal and soon result in loss of trust of the client on occurrence of repetitive instances. Set up a process of proactively finding and addressing delays/issues in delivery plan would be the key to address such repetitive cases.

In both service and solution delivery, it’s common to encounter unavoidable dependencies with external vendors. However, their impact can be minimized, or even pre-empted, through proactive engagement with customers. The key is to clearly identify upfront and explain the challenge, outline the associated risks, and present well-defined mitigation plans, ensuring there are no variations in schedule or cost.

One important aspect Clients appreciate in this scenario is to get a understanding of the full impact of the delay and any dependent associated Risks

A detailed, 'agreed' plan covering all task dependencies (both partner and client) is the key here. Plan consisting of task Start and End dates - Planned, Actual & Re-planned (in case of delays). The delays can be effectively communicated at project level by way of such an effective plan review on a regular basis. No rocket signs here , but usually this is not followed, and often some non-functional tasks (maybe related to decision making at few milestones) are missed in the plan and it becomes difficult to justify delays due to such tasks/decisions. The respective delays then can be communicated in cadence meetings, substantiated with facts and understood by all. This helps in building transparency and trust.

When delivery issues arise, clear and proactive communication is essential. First, it's important to notify the client as soon as you become aware of the delay, ensuring they aren't caught off guard. Providing alternative solutions, such as revised delivery timelines or substitute options, helps to show your commitment to minimizing the impact. Throughout the process, maintain regular updates, so clients feel informed and reassured. This transparency not only helps manage expectations but also builds trust, as it shows accountability and dedication to service quality even in challenging situations.