Good day Earl....

I am not a vendor but a user of services and suffered the same fate you 
are describing. 

My thoughts are that you are buying a service but the individuals you will 
be working with are just as important.  I look at both areas knowing that 
at any given time the situation could change.  I once had an account 
manager who was outstanding.  She was quick to look after our needs and 
quick to jump on any problems that occurred.  She went on maternity leave 
and for some unknown reason, did not come back.  It was not her choice.  I 
called the VP of sales and voiced my displeasure.  He made up a story that 
I knew was incorrect.  Our relationship with him and his company will 
never be the same.

Note to vendors:  If you want to keep your customers, be up-front with 
them.  Do not lie to them or make up stories.  Make it difficult for your 
good staff to leave....they are as important to you as they are to us. 

John Annunziello, CRM, ermm
Manager, Records and Information 
Toronto and Region Conservation Authority
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"Johnson Jr., Earl" <[log in to unmask]> 
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02/24/2010 04:40 PM
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Subject
Anyone else agitated by [constant] vendor personnel turnover?







Good afternoon and please excuse the venting, but I recently met the third 
account manager we've had in less than three years, for the offsite 
storage company we're using.  Now don't get me wrong, he seems like a nice 
guy and I'm sure will do well, but still, three-in less than three years? 
And I just got a [cold] call from the third (or is it fourth) sales rep of 
the same ERM company looking for our business, again, in less than three 
years.  I understand that people change jobs all the time-I've had a 
number of RM jobs in my career, but for me, it's difficult establishing a 
relationship with a vendor when your customer rep/account manager keeps 
changing.

Not necessarily looking for any answers-just wanted to vent on this 
bright, sunny Atlanta day, but if any vendors want to weigh in on this 
one, feel free.

It does bring to mind a couple of questions though, is your relationship 
with your vendor, or with the account manager?  I mean, I understand that 
a contract will be with the vendor, but if you have a really good 
relationship with an account manager at a particular vendor and he/she 
leaves for a competitor, would you also be inclined to leave too (assuming 
you could get out of your agreement) and follow him/her?  Years ago when I 
worked for an oil & gas company in Houston, over the course of several 
years I'd developed a really good relationship with the general manager of 
the small offsite storage company we used then, until they were bought out 
by you-know-who.  He stayed with "them" for awhile, then left.  I wanted 
to change vendors because of the poor service we started to get, but 
couldn't because of our contract.

As usual, any and all comments are appreciated.

Thanks.
Earl

Pipeline Records and Information Management Excellence... Get PRIMEd!
---------------------------------------------------------------------------------------------------------------------------------
Earl Johnson, Jr., CRM  |  Corporate Records Manager
Colonial Pipeline Company  |  1185 Sanctuary Parkway, Suite 100, 
Alpharetta, GA 30009
Email: [log in to unmask]<mailto:[log in to unmask]>  |  Office: 
678-762-2586  |  Blackberry: 404-402-4420
[cid:image001.png@01CAB56F.32ACC060]<http://www.colpipe.com/>
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