Re: Interesting prices follow-up from Chip Taylor

Chip Taylor (chipt@chiptaylor.com)
Mon, 6 Dec 1999 12:54:17 -0800 (PST)

I want to share the response I forwarded to Sally Wellman regarding her
recent letter sent to the Videolib Listserv Subject: Re: Interesting
Pricing.
This was her opening statement:
"What really gets under our skin is companies, like Chip Taylor, that will
try to sell you a program split up on 2 tapes when it can easily fit on one
because they charge per tape."

After reading this I was seriously concerned about the number of people who
might read this and rush to a negative judgement about my company. When you
visit my web site - www.chiptaylor.com - you will see that my company offers
customers the OPTION to order longer programs on multiple tapes, if that is
what the customer prefers; also, if possible, we often combine shorter
programs onto longer tapes, if that is what the customer prefers.

My sales staff and I go out of our way to listen to the needs and
suggestions of our customers. In fact, the idea of dividing and combining
tapes was suggested to me at a National Media Market seminar a number of
years ago by several educators and librarians who said they would like to
see this offered as a value-added service. Quite often it is educators who
tell us they prefer tapes that can be shown within a 30-minute period; thus
the Part 1, Part II plan works effectively for them. Others, who more often
than not need to save shelf space, order "whole" or combined-multiple-part
programs. It is important to note that the latter always receive an increase
in their discount on the tape(s) they order.

It is interesting that this issue has come up at this time because as this
year ends CTC has been analyzing the significant costs involved to offer
customers this option (to edit a master into parts, to inventory and package
the videos; to keep sales and preview records of each). Also the fact that
an Option my company offers primarily to assist customers might actually
annoy some customers means my sales staff and I will have to address this
issue from that angle.

As many have commented, regarding utilizing the Internet to exchange
information, it can be a very useful tool. However, it too can be damaging.
Had one of my sales managers not have forwarded Sally's comments about CTC
to me, I would not have been aware of her concerns. And instead of a
possible problem being addressed, a negativity could linger - not just her
with, but with many subscribers. Obviously, this is not what we are all
about.

I feel that expressing problems that can arise, whether to vent some steam
or to seek suggestions for solutions, is certainly fine and useful; but
believe too that it would be a good practice for subscribers to communicate
with the company or organization where the complaint lies. I know I for one
do my best to address any concern a customer may bring to my attention.

I appreciate the opportunity to address the group and invite all to view my
newly developed web site. FYI, the Home Page is from our "Opening Minds" tee
shirt which we offer Free with every order. In the spirit of the season I'll
be happy to include one extra shirt while supplies last for any subscriber
during December.

All my best,

Chip Taylor, President
www.chiptaylor.com