Joe Stephens recently referred to Margie Axtmann's interview with
Brian Hall last year. Mr. Hall's comments warrant attention especially
now. Here's the most salient exchange between Mr. Hall and Ms.
Axtmann:
AXTMANN: ...in the past when major acquisitions have taken place,
there have often been accounting and billing difficulties in
libraries. Naturally people are concerned about what's going to happen
with the merging of two such large companies...
HALL: Absolutlely. We don't plan to merge those pieces of the business
initially. So the day after the deal closes, billing statements and
invoices that historically have come from West will come from West,
and those that you've gotten from Thomson companies will come from
Thomson companies. WE DON'T PLAN TO SCREW THIS UP, JUST TO BE BLUNT.
[Emphasis added] We're very sensitive to what a devastating impact
this can have on your customer base, because customers lose faith in
you quickly if the don't think you can adequately handle technical
support, customer service, correct billing practices...
West Group has asked me to document our payment history on certain
charges in 1996 because it apparently can't match our payments with
the monthly consolidated invoices of one of its subsidiaries. In fact,
I was also asked to submit copies of the invoices, as if West Group
had no (straightforward?) way even to identify the invoices in
question!
Has anyone else had a similar experience?
Michael Ginsborg
Assistant Librarian
California Supreme Court Library
This archive was generated by hypermail 2b29 : Wed Nov 14 2007 - 20:49:35 PST