A word about 1stbooks dot com...and is this how they conduct business...my question to you all...

As many of you know I'm working on several projects, many will be e-books, and others like THINK AND REACH PAR I hope to use the NEW publishing model, Print On Demand...

I've been checking out several publishers and 1stbooks looks promising.

As most of you know by now, I'm a time NUT. Disrespect my time and I won't have much to do with you.

All that I ask from anyone else is the same respect I give to their time.

So, this morning I was waiting for a call from
Chris Rennie
Associate Director of Author Services
1st Books Library

I'm going to post our e-mail exchanges below.

Mr. Rennie made the appointment. He chose the date. He asked for a window of TIME.

He said he would call.

Now, I'm ready to go to the golf tournament and I wait, and wait, and wait...long after the "window of time" that Mr. Rennie asked for came and went.

So, I sent him an e-mail. Went to the course.
Had fun, more on that later.

He answered my e-mail...and I got "pissed" off. You don't hear me talk like this that often.

So you tell me, do I have an "attitude" as Mr. Rennie states in his reply.

Here are the whole series of e-mails.

Subj: RE:1stBooks Contact Form
Date: 8/14/00 11:16:35 AM Eastern Daylight Time
From: [email protected] (Chris Rennie)
To: [email protected]

Gordon,

I would be happy to mail you out our publishing plan, with a copy of our contract and our submission guidelines. Once I have this mailed to you I will be calling in 2 weeks to go over everything with you and to answer any questions you have. Please reply with your mailing address and your daytime phone number and I will get it mailed right out.

Chris Rennie
Associate Director of Author Services
1st Books Library
2511 West 3rd St, Suite #1
Bloomington, IN 47404
1-800-839-8640
[email protected]

Subj: Re: 1stBooks Contact Form
Date: 8/14/00 12:08:40 PM Eastern Daylight Time
From: [email protected] (Chris Rennie)
To: [email protected]

Gordon,

The info will be mailed out tomorrow. Because I can get very busy around
here I alwasy set aside time to follow up on the info I mail. I would like
to be able to call you on 8/24 so we can go over everything. Please reply
with your phone number and I will make sure I have to the time to call you
on that date.
Thank you

Chris Rennie
Subj: Re: Thursday Aug. 24 is fine, can you give me a window of time?
Date: 8/14/00 12:19:47 PM Eastern Daylight Time
From: [email protected] (Chris Rennie)
To: [email protected]

Gordon,

Between 9 and 10 EST will work for me. It will probably be around 9:30
when I can make the call.

What is your phone number?

Chris Rennie

And I sent him my phone number. Then I waited today, because he set the appointment.

I waited. Giving him the benefit of the doubt. Be courteous to him and allowing him the "window" he asked for.

Here are the follow-up e-mails.

Subj: When can reschedule our talk?
Date: 8/24/00 10:24:35 AM Eastern Daylight Time
From: Gordjalexa
To: [email protected]

HI Chris,

You wrote:

Gordon,

Between 9 and 10 EST will work for me. It will probably be around 9:30
when I can make the call.

What is your phone number?

Chris Rennie
Associate Director of Author Services
1st Books Library
2511 West 3rd St, Suite #1
Bloomington, IN 47404
1-800-839-8640
[email protected]
www.1stbooks.com

Let me know when we can reschedule our phone chat, I do have some questions and want to get my books submitted as soon as possible.

Thanks,

Gordon J. Alexander

Here is what I got back:

Subj: Re: When can reschedule our talk?
Date: 8/24/00 1:06:10 PM Eastern Daylight Time
From: [email protected] (Chris Rennie)
To: [email protected]

Gordon,

I have had my hours at work changed . I now work 12noon - 8pm. My number
is 1-800-839-8640. I hope you will be available to call me during these new
hours. Let me know when.

Thanks

Chris Rennie

This is what pissed me off. I already let him know. I was waiting. If he had his hours changed, he should have contacted me.

And I called the 800 number to tell him that.
BUT, Chris was away from his desk. So I left a voice mail to that effect.

Here is his response to that:

Subj: Re: Tried to call, left voice mail.
Date: 8/24/00 4:10:50 PM Eastern Daylight Time
From: [email protected] (Chris Rennie)
To: [email protected]

Gordon,

When I was leaving work on monday I was told about my hour change and was
told to begin my new hours on Tuesday. I had no time to tell anyone about
this change before it went into effect.

If I had your attitude with every author who says they will call me , and
don't, I would have no one left to speak with. I understand your position
because I am told to 'expect a call next week' all the time and the calls
don't come when they should. It is fustrating, but not something that would
keep me from working with anyone.

I get feedback from authors who have dealt with many of our competitors
and they tell me it is so good to actually get to speak to a human on the
phone because most other companies handle all queries and questions via
E-mail.

I currently have over 1737 authors in my database who at different times
need my assistance. I am very busy myself but if you do get back to me , I
will make sure I get back to you at my convenience.

Chris Rennie

My FINAL response to Mr. Rennie and probably 1stbooks for that matter was this:

Subj: Sir, regarding my ATTITUDE...
Date: 8/24/00 4:36:57 PM Eastern Daylight Time
From: Gordjalexa
To: [email protected]
CC: [email protected]

Chris,

YOU made the appointment, NOT ME. But thanks for responding,

Is Carmen Jacobs still taking on writers?

Perhaps you could refer me to someone who isn't quite as busy as yourself to work
with at 1stbooks.

I really resent YOUR attitude.

I'm going to post the entire series of e-mails you and I had, along with this most
recent remarks at my forum, so other budding authors can get a glimpse of
what they have to work with or not, in the e-book publishing world.

You may criticize your competition all you want regarding their use of e-mail
contact, but it is the Internet.

I wouldn't be so upset about this except for your attitude. It is obvious that you and
I are not going to be able to work together, but I'm willing to work with someone else
at 1stbooks. If you could provide a referral, it would be appreciated.

Gordon Alexander

ALONG WITH WHAT WAS POSTED ABOVE.

I made an inquiry to 1stbooks.

Chris Rennie responded.

He set the parameters. He made the rules. I obeyed and I've got an 'attitude'...

Yes Sir I do.

Now before I go on and on about this, I'd like some level headed feedback.

Should I accept this as how business is conducted today?

Should I assume that Chris Rennie, with all those other people and no time, is probably not the right person for me to work with?

Should I just find someone else?

What would you do?

I'm mad. Which is why you are reading this.

Calm me down. Give me some cool reason. Some forethought.

Thanks for YOUR time and attention.

MY time meant NOTHING to 1stbooks or at least to their represenative, Chris Rennie...

should I take my business elsewhere?

Respectfully,

Gordon Alexander

Subj: Re: Sir, regarding my ATTITUDE...
Date: 8/24/00 5:00:48 PM Eastern Daylight Time
From: [email protected] (Chris Rennie)
To: [email protected]

Gordon,

I may not have been at work at the time we had agreed to speak, but I did
send you an E-mail on the day I said I would be in contact. My schedule was
changed at work and I had no control over that. I don't know what more you
expect from me.

I came to work at 12 noon today. The E-mail I sent you informing you of
my hour change was sent out at 12:11. You were the first person I had
contacted today. My subject in that E-mail asked "When can we reschedule our
talk?"

Chris Rennie

Now for my response, and again, I'd appreciate your feedback.

Chris Rennie of 1stbooks wrote above:

I may not have been at work at the time we had agreed to speak,

OK, your hours were changed on Monday. On Tuesday, why didn't you do an e-mail to everyone whom YOU scheduled to talk to in the morning of this week?

Is it just me? That is what I would have done. If I had 200 people, an e-mail to the list would have taken all of 5 minutes...didn't even have to personalize it.

but I did
send you an E-mail on the day I said I would be in contact.

Yes you RESPONDED to my e-mail... I have to wonder what would have happened if I hadn't sent one?

Last night, before you left the office, did you check your appointment calendar? Last thing I do or most professionals I know do...they want to make sure they have the day planned out.

If you had done that elementary business procedure and had noticed YOU scheduled a meeting for a time you were'nt going to be there....

which leads me to my "attitude". I didn't matter to you.

I was unimportant.

You didn't think enough of me and my time to even consider letting me know the "meet" was off.

Because YOU are a busy man.

Because YOU didn't have the time.

Then you continue:

"My schedule was
changed at work and I had no control over that. I don't know what more you
expect from me."

Common business courtesy is what I expected and didn't get.

You may not have control over your schedule, but you should have control over your JOB. Isn't part of your job letting people know things like this.

You act the VICTIM. You want to blame your boss.
But the bottom line is this.

YOU made the appointment. You asked for my time. I gave it to you. It was not important.

And instead of at least a cursory apology, instead of a little attempt to be sorry...

you say I have an attitude.

Well, Sir, unless my friends here calm me down, you are really going to see my attitude.

My time and opinion mean NOTHING to you, but rest assured Mr. Rennie, I will be very vocal on this matter on every writer's forum and group I can find.

But I'm sure you don't care, you have 1737 authors to take care of.

I'm hoping you don't get 1738, NOT with that attitude anyhow.

For sure, it won't be me.

Without Respect for you either,

Gordon Alexander

Gordon -

You're right, Chris Rennie was discourteous and a poor businessman. He would rather make excuses than take responsibility for his customer interactions.

If he is at a senior level in the company, then you're right to not do business with them. If he's a mere first-line screening flack whose job is to accept/reject potential manuscripts, then go over his head and find someone else to work with.

I'm guessing you've already checked out the company and know they're worth working with. If so, go to the president and work down. If not, just say NEXT! and put Rennie's response down to the decline and fall of civility and responsibility in America!

His actions are especially heinous if they made you late to see Tiger stalk today :-)

Take care, Bob

I thought this sort of stuff should sluice off you like water off a duck's back.

I've never seen you angry, let alone this angry.

The guy was unprofessional...these things happen.

But you being upset while he isn't is only compounding the problem.

If you think that this is the best company for your products I would not give up on them totally, but you are off to a bad start and companies often rally around their staff - even when they are wrong.

Get out a few balls and a driver and have a lash...you know who's face will be on the ball...then go down to the cave and relaax..

I would take my business elsewhere. It
seems this person is more concerned about
their own schedule and time.

My theory is this: If you are having this
many problems before the product is produced,
what will happen when you need help at another
critical time in the process?

Aargh....this customer service "sucks!...
and now millions of people will know about it...

THE Gordon,

Here's what I understood...

HE made the appointment for Thursday. On Monday he knew he wouldn't be able to fullfill his promise - calling you at the time HE specified on the day HE specified. And he only lets you know this AFTER you contact him about it. Then he tried to tell you it wasn't his fault.

Do you have a right to be mad? Damn straight you do.

To have three days prior knowledge of a change of circumstances and not let the people know who will be effected, is just not on.

Sure there are times when circumstances prevent us from keeping appointments... unforseen circumstances.

But this isn't one of those case.

Get mad and tell him, as you've done.

Turn the other cheek and walk away? No way hose'. If you do that the person who did the thing that upset you will never learn.

When my dog does something wrong I grunt at it, like its mother did when it was a pup. When my cat does something wrong I growl, grunt, hiss or blow in its face. I use animal speak to speak to animals. It's what they know. But more importantly, it lets them know that I, the boss, am not pleased with their action.

If I didn't "correct" the behaviour of my animals they'd never know it was wrong.

Bite and bite hard. It's the only way people will realise they shouldn't do certain things.

Is that what happens? No, in most case. People, on the most part, let themselves get walked all over.

I'm not saying be a pig about everything. You can still treat people how you want to be treated... I'm adding a bit onto it though... treat people how you want to be treated, then, treat them how they treat you.

If you annoy a dog to the point it turns on you, the chances are you won't annoy that dog ever again.

Same thing with people... if someone annoys you for no reason... goes out of their way after you treated them fine first... then turn on them. They'll immediately learn not to do that to you.

They still do it to other people, but at least not you. And who knows... if enough people did this you'd see this type of person stop the way they act.

Sure there may be times where it's better to walk away from that type of person. But there ae times when it's best not to.

I believe this is one of those times to bite back.

Michael Ross.

I have found over the years that people in general have less value of other people's time. Like you, I am a "time" person. If I tell you that I am going to be there at 10:00 then I will be there to before 10:00. Guess maybe some of that was the military training, but that is how I am. Just can't stand to be late, for anything! If I have a appointment with you at 10:00, and if you are not there at 10:10, well I am gone! Just did this this past Tuesday with a customer. She was not there ten after 12 and I left. Honestly, thats one way I choose my bank, dentist, doctor, etc. My time is valuable to me, and I am not going to waste it, waiting on them.(Of course, there are exceptions)

You may be different, but it would be hard for me to work with this fellow. He has already p----- you off, and for me I would have a hard time forgetting. My daddy use to say, I will forgive, but I won't forget! If my time and money wasn't good enough for you the first time, it won't be good enough the second time.

If they are the only people to deal with, go to the top and see if you get any different results. If there are others, forget them and go on.

Just my opinion. And remember, don't ever ask my opinion, if you don't want to know what I think!

Richard

Has anyone here had any dealings with the New York Publishers? They never call you when they say they will. In reading Gordons first post, and the copies of the E-mails that went back and forth, it seems that MR Rennie had sent you his E-mail letting you know of his hour change shortly after he got to work at noon. If he works with a database like mine then he would only see that days appointments and not appointments for tomorrow. If that is true then did he not make every attempt to get back to you. He didn't apologize for not calling you at the set time and this was his big mistake.

He can't be that busy, look at all the E-mails he sent you.

> THE Gordon,

> Here's what I understood...

> HE made the appointment for Thursday. On
> Monday he knew he wouldn't be able to
> fulfill his promise - calling you at the
> time HE specified on the day HE specified.
> And he only lets you know this AFTER you
> contact him about it. Then he tried to tell
> you it wasn't his fault.

> Do you have a right to be mad? Damn straight
> you do.

> To have three days prior knowledge of a
> change of circumstances and not let the
> people know who will be effected, is just
> not on.

> Sure there are times when circumstances
> prevent us from keeping appointments...
> unforseen circumstances.

> But this isn't one of those case.

> Get mad and tell him, as you've done.

> Turn the other cheek and walk away? No way
> hose'. If you do that the person who did the
> thing that upset you will never learn.

> When my dog does something wrong I grunt at
> it, like its mother did when it was a pup.
> When my cat does something wrong I growl,
> grunt, hiss or blow in its face. I use
> animal speak to speak to animals. It's what
> they know. But more importantly, it lets
> them know that I, the boss, am not pleased
> with their action.

> If I didn't "correct" the
> behaviour of my animals they'd never know it
> was wrong.

> Bite and bite hard. It's the only way people
> will realise they shouldn't do certain
> things.

> Is that what happens? No, in most case.
> People, on the most part, let themselves get
> walked all over.

> I'm not saying be a pig about everything.
> You can still treat people how you want to
> be treated... I'm adding a bit onto it
> though... treat people how you want to be
> treated, then, treat them how they treat
> you.

> If you annoy a dog to the point it turns on
> you, the chances are you won't annoy that
> dog ever again.

> Same thing with people... if someone annoys
> you for no reason... goes out of their way
> after you treated them fine first... then
> turn on them. They'll immediately learn not
> to do that to you.

> They still do it to other people, but at
> least not you. And who knows... if enough
> people did this you'd see this type of
> person stop the way they act.

> Sure there may be times where it's better to
> walk away from that type of person. But
> there ae times when it's best not to.

> I believe this is one of those times to bite
> back.

> Michael Ross.