Re: Damaged books (fwd)

["S. Hieber" <shieber@yahoo.com>]

I took it for granted that the Board would meet but I have
to say, given the scheudle, it's going to be a bit tough to
do.

For the meeting we might also want to ask Larry to come,
not for the whole thing necesarrily but to give usa brief
on the convention production.  Grnated it would be better
to do that after the convention but that's not when we will
be meeting and beisdes, there are things one can hear face
to face that doesn't come acvross as well by mail, enail,
etc.

jsut a thought.
sh
--- Cheryl Rogers <cheryl@wilstream.com> wrote:
> On the whole I agree with Karen/Scott. Very diplomatic! I
> would like 
> to add something.
> 
> Is the BOD going to have a meeting at the convention? If
> so, will 
> Diana be invited?
> 
> Perhaps she should be, to air any concerns/problems and
> have them 
> addressed, and to make her feel included and validated.
> The tone of 
> her e-mail suggests that she is feeling put-upon by the
> AGA as well as 
> by Greg. I think she should be encouraged to make a list
> of problems 
> or issues, no matter how small, and bring that list to
> the convention 
> where we can work together to solve them. (After all, I
> have MY list 
> going!)
> 
> I think this "problem" is actually fortuitous, giving us
> an 
> opportunity to listen to Diana and to help her do her
> job. We don't 
> want to lose her. Despite her occasional abrasiveness, it
> would be 
> difficult to find someone who does the job as well as she
> does.
> 
> Cheryl
> 
> Karen Randall wrote:
> 
> > Because we don't have a viable replacement for Diana at
> the moment, and yet
> > again, it is RIGHT before the conference, (WHY do we
> have these "personality
> > problems" RIGHT before conferences!?!?!)  I suggest a
> two-pronged approach.
> > Direct correspondence with the guy, making nice, and
> refunding his money
> > and/or replacing the books.(AFTER the books are
> returned, BTW)
> > 
> > The a second note to Diana, down-playing her role in
> the whole thing, and
> > explaining that whether we think the uy is a jerk or
> not, he can do a whole
> > lot of bad-mouthing of the AGA, so we feel it is better
> handled this way,
> > whether he is right or wrong. (sort of a "the customer
> is always right"
> > policy)  Then also tell her that if she thinks someone
> is asking someone
> > outrageous, she is welcome to bounce it upstairs for a
> decision.
> > 
> >>From the way Diana worded her response, I think Cheryl
> is right, she was
> > having a serious bad-hair day.  I suspect she even knew
> she wasn't really
> > handling it the way we'd want it handled.
> > 
> > Karen
> > 
> > ----- Original Message ----- 
> > From: "Erik Olson" <erik@thekrib.com>
> > To: <aga-sc@thekrib.com>
> > Sent: Sunday, November 02, 2003 2:31 AM
> > Subject: Re: Damaged books (fwd)
> > 
> > 
> > 
> >>Sorry for the late reply... been busy videotaping and
> editing wedding
> >>today.
> >>
> >>It's funny, 'cause my initial reaction was the exact
> same as yours, "woah,
> >>this is very uncool."  Then my second reaction was,
> "well, I guess he was
> >>kind of presumptuous and obnoxious about it, so I could
> see Diana's
> >>point."  Where I am right now is agreeing with the rest
> of you, thinking
> >>that BECAUSE Diana was so obnoxious back, we should
> just refund his money
> >>rather than see this get worse.  I know Diana has done
> this sort of thing
> >>in the past, so I'm a little worried that overriding
> her decision will end
> >>up with yet another abandoned AGA position.
> >>
> >>Scott is also right, we don't have disclaimers that say
> "not responsible
> >>for items damaged in shipping" or anything, so we
> should probably respond
> >>positively, probably offering to completely refund his
> money.
> >>
> >>Any suggestions on how to proceed here?
> >>
> >>  - Erik
> >>
> >>On Sat, 1 Nov 2003, David Lass wrote:
> >>
> >>
> >>>I come down also on the side of taking the small pain
> in the neck and
> >>>pocketbook and being responsive to this fellow. It has
> not really been a
> >>>probloem in the past, and if it becomes one in the
> future we can make a
> >>>policy decision, but for this single one we should
> what he wants to keep
> > 
> > the
> > 
> >>>Customer happy.
> >>>David
> >>>
> 
> 
> -- 
> Cheryl Rogers, Membership
> Aquatic Gardeners Association
> http://www.aquatic-gardeners.org
> AGA 2003 convention--Christel Kasselmann is the keynote
> speaker!
> 
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