It's not "a case of fulfilled expectations" as you imply. I spoke to a person who claims to be the publisher, and I asked if I can speak to someone in customer relations. If they were out to lunch, he could have told me. I'm sorry, I expect simple customer questions to be answered by phone during the normal business hours if possible.
-----Original Message-----
From: Lawson Ward [mailto:Lawson.Ward@jud.state.ct.us]
Sent: Thursday, July 24, 2003 9:25 AM
To: Jean Willis; Addo, Wilson
Cc: Law-lib@ucdavis.edu
Subject: RE: FTC Watch
In all fairness, I'm unable to recall an instance of rudeness on the part of a vendor's customer service representative. To the contrary, my dealings with them have been predominantely pleasant. Since I expect courtesy and respect (and try to reciprocate), perhaps it's a case of fulfilled expectations.
Lawson L. Ward
Milford Law Library
14 West River Street
Milford, CT 06460
Tel. (203) 878-7944
FAX (203) 876-0379
-----Original Message-----
From: owner-law-lib@ucdavis.edu [mailto:owner-law-lib@ucdavis.edu]On Behalf Of Jean Willis
Sent: Wednesday, July 23, 2003 2:42 PM
To: Addo, Wilson
Cc: Law-lib@ucdavis.edu
Subject: Re: FTC Watch
It is my experience that this is not just limited to the publishing industry. IMHO, it seems as if "good" customer service in nearly any business/industry is a thing of the past, with a few exceptions (i.e., Nordstrom Dept Store comes to mind having just visited Seattle for AALL). Speaking as a techie in a library, just try getting customer support on any type of hardware and software! The old adage that the "customer is always right" has definitely flown out of the window in most businesses these days. I think it reflects many things: 1) declining numbers of employees in a business/company, which results in both lack of training and an overburdened workforce who can't handle the work they have; 2) a general decline in civility/politeness/social skills across the board in our country; and 3) employees who lack loyalty to their employer (due to no job security, etc), so they truly do not care about the service they provide nor do they take any personal pride in the level of their work product.
It is unfortunate for all concerned. I could go on at length about how deleterious this is for our country/GDP in general and what I think are the reasons for this, but I'll get off my soapbox for now. Mr. Addo's experiences are unfortunately too common these days, and it's unlikely that they will improve. A possible solution, however, is to write a letter to the owner of the company expressing your dismay at your poor treatment. Also the CRIV section of AALL does look into poor practices in the legal publishing industry with some positive improvements for all concerned.
Jean Willis
"Addo, Wilson" wrote:
I thought I will share this with you. I called Washington Regulatory Reporting Associates today to check the status of our subscription. The person who came on the line told me he can't help, but will give me an e-mail address to a person who can help me. So, I pleaded to speak to a live person who can help. The gentleman who claim to be the publisher, went "ballistic", because I insisted on speaking to someone instead of sending e-mail (I need the information right away). I made a comment that, if I was in his shoes, I think I will go all the way for a customer. He replied that he has so many customers so he does not need my business. I was shocked-basic marketing teaches that, every customer counts. I wondering if companies really care about who they put in front offices. I have had so many encounter like that with various publishing houses (rude and ignorant customer reps). Thank you.
Wilson Addo
Manager of Library & Information Services
Davis & Gilbert LLP
Tel. # 212 468-4836
Fax # 212 468-4888
______________________________
Jean L. Willis jwillis@sdcll.org
Deputy Director (619) 531-4443
San Diego County Public Law Library (619) 239-1563 (fax)
1105 Front Street http://www.sdcll.org
San Diego, CA 92101-3904
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