It is one thing to spot problems in a VPAT. It is another to ask the follow-up questions. Talking to vendors about accessibility can feel uncomfortable, especially if you are the only one raising these concerns in the room. But asking the right questions does not make you difficult. It makes you accountable to your users. This post is about how to navigate those conversations with clarity and confidence, without turning them into confrontations.
Common Vendor Responses
You might hear responses like:
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“It’s on the roadmap.”
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“We use automated tools.”
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“We’ve never had a complaint.”
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“Our VPAT says we support everything.”
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“It will cost more to use your accessible template.”
These statements often sound reassuring, but they are not answers. They are placeholders. Your job is to move the conversation from vague claims to verifiable commitments.
What You Can Say
Here are some responses that shift the conversation constructively:
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“Is there a timeline or owner tied to that roadmap item?”
A roadmap is not useful without dates or accountability. -
“Automated tools are a great first step. Can you share manual results or user testing too?”
Automated tools catch only 30 to 40 percent of issues. Real usability requires more. -
“No complaints may mean people gave up before they could report the issue. Have you tested with real users?”
Silence is not the same as success. -
“Can you walk me through who tested this and how?”
If they cannot name tools, testers, or methods, it was likely not tested. -
“Accessibility is a core requirement. A deliverable that is not accessible is not complete.”
This reframes the issue as essential, not optional.
You Are Not the Enemy
The goal is not to catch vendors off guard or call them out in public. It is to guide the conversation toward clarity, improvement, and shared responsibility. The strongest vendors are the ones who welcome these questions, not the ones who deflect them. And the strongest partnerships are built on trust, transparency, and the willingness to collaborate.
Final Thought
You are not pointing fingers. You are offering mirrors. Because when it comes to accessibility, we cannot afford to assume. We must verify. And asking the hard questions is not a confrontation. It is an act of care.
