Pilar:
I need to agree with you, new billable charges that are NOT in the contract are a source of irritation to customers. I pride myself by being able to tell my customers upfront all charges, and particularly have had success in selling against some known national companies, in highlighting that my quoted price is:
A) based on per standard box, and NOT per cubic foot (there is a 20% difference in costs)
B) services are per service, not per cubic foot (see above)
C) no surcharges, period. If a price increase is needed, it is across the board.
D) I actually review stipulations in my contract with the client before hand, so they understand my obligations, and theirs.
In the end, all that really doesn't matter. What does matter is that the client perceives they are getting the service they thought they were contracting for, and I receive the compensation that is sufficient to meet and exceed those expectations. Isn't that what it is always about in the service business?
Andy von Busse
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-----Original Message-----
From: Records Management Program [mailto:[log in to unmask]] On Behalf Of Pilar McAdam
Sent: Wednesday, November 12, 2008 10:58 AM
To: [log in to unmask]
Subject: Re: [RM] Off-Site Storage Provider Reboxing Files
Geeze, guys! Do y'all just enjoy arguing?
I think the real issue isn't the practice of reboxing, itself, but the
fact that some (unnamed) suppliers have instituted reboxing -- with
associated additional charges -- without first notifying customers and
working out any terms & conditions within the customer's contract that
might be needed.
As a customer, I appreciate a supplier's concern for the safety and
integrity of my records in their facilities. I recognize that there are
all kinds of scenarios that may require action and/or decisions on the
part of the supplier. My hope is always that we can partner and reach
mutually beneficial decisions on how to provide cost-effective RIM
services.
What gets under my skin -- and singularly irritates -- is when a new
BILLABLE service/activity is implemented by a supplier in what appears
as an arbitrary manner, and I think that's what's created all the hoopla
this time. When a new billable charge appears on an invoice, and it's
not something covered by my existing contract nor was it negotiated, I
am going to be unhappy. If upon questioning my supplier I'm told that
there's nothing I can do about it, I am going to get angry.
My expectation of a good customer/supplier relationship is that these
changes are communicated and that customers have an opportunity to
discuss them and choose to opt in (or out) of a new service.
Pilar C. McAdam, CRM
Director of Legal Information Systems
Sheppard Mullin Richter & Hampton LLC
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Pilar C. McAdam, CRM
Director of Legal Information Systems
333 South Hope Street
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Los Angeles, CA 90071-1448
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