I just received a call from Bowne. I believe
that the caller identified herself as
"Wendy."
Apparently, her records contained an
ambiguity over whether we had received the
correct quantity of Appeal Handbooks. Rather
than wait for us to discover a shortage on
our own and to call with a complaint, she
picked up the phone and asked us to verify
the quantity we had received. It turned out
that we were one short, and she promised to
get the additional copy FedExed to us.
Had I been faced with a similar situation, I
can readily imagine that I would have been
tempted to ignore it and to rely on the
customer to identify any problem. Why expose
my ignorance and possibly get the customer
angry when there might not even be a
problem? But Wendy decided to clear the air.
Cheers, Bowne!
Christopher Carr
Library Services Manager
Howard, Smith & Levin nee Howard, Darby &
Levin
1330 Avenue of the Americas
New York NY 10019
212 841 1085
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