At 12:54 PM 12/06/1999 -0800, you wrote:
>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
>
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Gary Handman
Director
Media Resources Center
Moffitt Library
UC Berkeley 94720-6000
http://www.lib.berkeley.edu/MRC
"Everything wants to become television" (James Ulmer -- Teletheory)