Tulsa City County Library
Chip Taylor wrote:
> I want to share the response I forwarded to Sally Wellman regarding her
> recent letter sent to the Videolib Listserv Subject: Re: Interesting
> 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
> 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