LINDA BLOSSOM on sat 18 oct 97
Dear Ellen,
I was expecting your email on the list - I had spoken with Alice after you
had made your call to her. Alice is one of the most patient and kind
people I have ever done business with. When I called with one of my usual
questions, she asked if I knew you. Just to be fair, I would like to give
her side of the story of this phone conversation that you are reporting to
the list. Alice was surprised and frankly put off guard by your rudeness
and demanding nature. You demanded to know her husband's credentials - you
even went to the trouble to try and check him out with the state licensing
division. You failed because ceramic engineers aren't licensed in Florida.
The state of Florida charges $25 for this service - did you actually go
the extent of paying to find this out? You then demanded to know where
Feriz went to school. You asked for names of customers - to give this
would be imprudent of Alice under normal circumstances but given your
attitude, it was out of the question. You made it a point to tell Alice
that your husband and son were engineers - does being the wife and mother
of engineers give you the right to call and demand ANYYHING of the Delkics?
Your conversations with ITC/Alice were terrible because you made them that
way. Because someone is in business doesn't give the "customer" the right
to be demanding and rude. They don't have to sell to you or any other
potters. In the world of business and products, potters are very small.
We don't need rude people making it so unpleasant to deal with us that a
company would rather not. Money isn't made off the one gallon pail. You
are the first unpleasant clay worker that Alice has had call her. Luckily
she is wise enough not to judge all of by your behavior.
You were asked to call other companies that make refractory products
because they have the resources to do the testing that you seem liketo find
necessary and because, frankly, you did not really sound like a potential
customer. You called for information but never made the real purpose of
your call clear.
ITC has been in business, selling to industry, for 17 years. If you had
read the brochure that Alice sent you, you would have seen the list of
industries that they serve. You would also have seen that ITC has a
research and development center. Customers request testing on a regular
basis which is performed in this center. Where did you get the assumption
that this company does not test its products? If you had been listening to
Alice, rather than attacking her, you would have heard the answer to your
upper
temperature limit question. Alice told you that it was good for over
4000F. This is not an overnight company with a brand new product. Feriz
has built this company over the years one client at a time, carefully
attending to their needs, providing them with a dependable product. The
Delkics have worked hard to build up their company with a good product and
outstanding service. Anyone on this list who has dealt with them will
attest to this. We just
think it is new because we are just now learning about it.
The cost of ITC 100 is in line with other refractory coatings available
today.
Linda Blossom
2366 Slaterville Rd.
Ithaca, NY 14850
607-539-7912
blossom@lightlink.com
http://www.artscape.com
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