Now this requires a concerted response. I hope other librarians will
join me. I insist that all my CCH publications come due for renewal at
once so that I can review them all at once and pay them on one invoice.
CCH if you are listening, I will not work through 3 different reps in this
manner. Either they can all work together and come at my convenience or I
will go around them entirely. This is not customer service.
It is a recipe for disaster with libraries. If you believe
that it is effective with small firms, individual lawyers, etc, then
create something like a large accounts division with someone we can
consistently find at the end of a phone in the same office all the time.
It is bad enough that I can never reach my rep when I need her because she
only has voice mail and is on the road all the time. But to have to deal
with that with 3 different reps is ridiculous. If you are listening, I'm
already searching for other titles that will serve our patrons and
canceling CCH titles whenever I can. This sort of move will only make me
work harder to dump what I have left (still about $25,000 a year).
Mary Brandt Jensen University of Mississippi
Director of the Law Library University, MS 38677
Assistant Professor of Law mjensen@olemiss.edu
On Tue, 7 Jan 1997, Jim Mumm wrote:
> Ok, I can't resist jumping in on this.
>
> I talked to our CCH rep who informed me that she is still our rep in
> part. They have given her one product line (Health, Human Resources and
> Labor). Federal and State Tax has gone to another rep, and Business and
> Finance material has gone to yet a third rep.
>
> So, instead of having one rep who stayed in our area and was always
> accessible, we now have to keep track of three who could be anywhere,
> and we hope will be as responsive.
>
> (I think this is called the Team approach).
>
> --
> Jim Mumm
> Acquisitions / Serials Librarian
> Marquette University Law Library
> Sensenbrenner Hall (414) 288-5351
> P.O. Box 3137 FAX: (414) 288-5914
> Milwaukee, WI 53201-3137 mummj@vms.csd.mu.edu
>
> CGraesser@Goodwin.com wrote:
> >
> > My rep is also on the way out too, to my dismay. CCH's customer service
> > record with us has until recently only been redeemed by John Leland's
> > extra efforts to make us happy.
> >
> > On the bright side, we have had good reponse from Anita in Tech Services
> > at CCH. Of course, we've had enough problems with our CCH CDs to have
> > developed a long term relationship
> >
> > cgraesser@goodwin.com
> > Shipman & Goodwin LLP Hartford CT
> > 860-251-5830(ph) 251-5899(fx)
> >
> > >----------
> > >From: CINDY ADAMS[SMTP:]
> > >Sent: Monday, January 06, 1997 12:30PM
> > >To: law-lib@ucdavis.edu
> > >Subject: CCH Reorganization
> > >
> > >I have been informed by my sales representative for CCH that she has
> > >been terminated from her employment in a reorganization of their sales
> > >force. She was the only bright spot in our dealings with CCH (and one
> > >of their top performers on a consistent basis). I am very upset that
> > >she
> > >is being terminated for the sake of 'reorganization'. Has anyone else
> > >heard similar news from their reps??
> > >
> > >Cindy Adams
> > >Long, Aldridge & Norman
> > >
> > >My views are my own, not those of my employer.
> > >
>
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