Quote of the month for January
1997
"the training of the tech support person.... is one of the weak links
in the organization"
by Chris Gaylor, East Coast Area Manager
Quote
of the month for February 1997
"these stupid, don't know what they are
doing customers are our customers"
by Terry L. Adams, Mid-Atlantic
Regional Manager
Quote of the month for March 1997
"it seems
that we have been spinning our wheels for about three years now"
by
Terry L. Adams, Mid-Atlantic Regional Manager
(Editor's note: Three years is an
awful long time to be spinning your wheels!)
Quote of the month for April
1997
"we will not have to rely on the limited resources of Columbia
[Shimadzu's North American headquarters] which is the reason
in-depth tech support
training has not been available before"
by Rich DeMuro, North Central
Region Tech Support Specialist
Quote of the month for May 1997
"I
can surely say that I am not sure where we are going as a company"
by
Terry L. Adams, Mid-Atlantic Regional Manager
Quote of the month for June
1997
"some of the supervisors let this training [Hazmat] slip through
the cracks"
by Gerry L. Carder, Vice-President of Administration
(Editor's
note: What else has fallen "through the cracks" at Shimadzu???)
Quote
of the month for July 1997
"the product line is becoming more demanding
and the customers less educated"
by Terry L. Adams, Mid-Atlantic
Regional Manager
(Editor's note: Why do business with a company that insults the
customer???)
Quote of the month for August 1997
"a problem that
takes us two weeks to look at and two months to solve does
little to impress on
the customer that they should continue to buy Shimadzu products"
by
Terry L. Adams, Mid-Atlantic Regional Manager
Quote of the month for September
1997
"Sorry it has taken so long to read the dialog
regarding the
training of the tech support person at SSI"
by Chris Gaylor, Vice-President
Sales & Marketing
(Editor's note: What kind of tech support can a customer
expect
from Shimadzu after the sale? Being "sorry" just doesn't
seem to cut it!)
Quote of the month for October 1997
"As a matter
of fact, we cannot compete with them [HP and
Waters] as they out number and out
support us"
by Terry L. Adams, Mid-Atlantic Regional Manager
(Editor's
note: Mr. Adams sums things up nicely in a nutshell!)
Quote of the month
for November 1997
"If you saw [Shimadzu CTEC training manager's] email
regarding training
and are worried as I am that the product will be the 'same
old stuff,'
you owe it to yourself and your colleagues to speak out"
by
Rich DeMuro, North Central Region Tech Support Specialist
(Editor's note: Is Shimadzu
serving up this "same old stuff" to paying customers?)
Quote
of the month for December 1997
"Are we ever going to grow up as a company
and
find an efficient way to address the customer needs?"
by Terry L.
Adams, Mid-Atlantic Regional Manager
(Editor's note: How long and how many customers
have asked this very same question?)
Quote of the month for January 1998
"It
seems that every day I get at least one complaint about various
aspects of our
business.... I don't mind handling the complaint,
it is just that I am tired of
making excuses."
by Terry L. Adams, Mid-Atlantic Regional Manager
(Editor's
note: Is this Mr. Adams' way of saying that he's tired of lying to customers?
How
many other Shimadzu sales representatives LIE to their customers??
One complaint
per day times 5 days a week times 52 weeks/year is a lot
of agitated customers.
Multiply this number by the total number of Shimadzu
sales reps and one has some
10,000 good reasons to take their business elsewhere!
How many more tangible
reasons does a prospective customer need???)
Quote of the month for
February 1998
"Maybe Shimadzu will wake up and learn to support their
customers properly."
by Terry L. Adams, Mid-Atlantic Regional Manager
(Editor's
note: Shimadzu's philosophy: Let sleeping dogs LIE.... and keep on lying!)
Quote
of the month for March 1998
"Why should I be unhappy that some of my customers
are
having problems with [Shimadzu] my company?"
by Terry L. Adams, Mid-Atlantic
Regional Manager
(Editor's note: Don't worry --- be happy!)
(Editor's question:
Dear Mr. Adams.... are you proud of your company?)
Quote of the
month for April 1998
"For a while, I could reason that things will get
better as we get
more help but it hasn't happened and I dare say it ever will"
by
Terry L. Adams, Mid-Atlantic Regional Manager
(Editor's note: The kind of help
this organization needs is not available in this galaxy!)
Quote of the
month for May 1998
"We won't hire support people until they are desperately
needed"
by Terry L. Adams, Mid-Atlantic Regional Manager
(Editor's
note: Shimadzu tech support personnel often get on the job
training using newly
installed instrumentation in customer's laboratories.
It happens more than
you know and more than Shimadzu will admit!)
Quote of the month for
June 1998
"Maybe I should just go out and sell whatever I can to whomever
I can
and if they get turned off to Shimadzu, I will just find some new people."
by
Terry L. Adams, Mid-Atlantic Regional Manager
(Editor's note: What a way to do
business.... sounds like the "slash and burn strategy."
Shimadzu slashes
and the customer gets BURNED! Don't become a victim.... shop elsewhere!)
Quote
of the month for July 1998
"All and all I will continue to struggle to
come to grips with this position"
by Terry L. Adams, Mid-Atlantic
Regional Manager
(Editor's note: One has to wonder how the struggle is going.
Shimadzu has self proclaimed
themselves as a growing leader in the field of analytical
instrumentation. Unfortunately, the
Shimadzu Financial summaries dating back to
1992 don't support their position.... why is that?)
Quote of the month
for August 1998
"They don't seem to care about the science the way that
an in-house
specialist should! Where are application notes, what scientific
meetings
do they attend, what journals do they read?"
by Terry L. Adams, Mid-Atlantic
Regional Manager
(Editor's note: Regarding these careless application chemists
who do very little.... what peer-
reviewed notes/articles have they published?
What professional journal subscriptions are
they receiving and regularly reading?
If customers have a separation science problem, who
can they turn to at Shimadzu?
Does anyone at Shimadzu have an answer, the world is waiting!)
Quote of
the month for September 1998
"The problems will be here whether I am here
or not
so I should stay around and try to solve them?"
by Terry
L. Adams, Mid-Atlantic Regional Manager
(Editor's note: The problems.... THE PROBLEMS!
Why does Shimadzu have so many?
Please tell us Mr. Adams, how many "problems"
have you solved? Were they really solved
or just masked over? We'll bet some of
your customers have a very different account!)
Quote of the month for October
1998
"It seems we don't offer enough salary to steal someone
from another
company so that they come in trained."
by Terry L. Adams, Mid-Atlantic
Regional Manager
(Editor's note: Here we are back to that training thing again!
Mr. Adams does a great job
highlighting another Shimadzu weakness. One really
has to wonder about the ineptness
of the Shimadzu service or support personnel
who may wander aimlessly into your lab!)
Quote of the month for November
1998
"If we are going to become a life science company...."
by
Terry L. Adams, Mid-Atlantic Regional Manager
(Editor's note: Terry Adams
eloquently depicts another Shimadzu weakness. If you have life
science needs,
don't call Shimadzu! BTW Mr. Adams, what do you think about Chris Gaylor?
Lord
knows how you prolixly backstabbed Tom McKillip (eg. your former boss) time-n-again!)
Quote
of the month for December 1998
"All that winds up doing is helping me
lose my credibility."
by Terry L. Adams, Mid-Atlantic Regional Manager
(Editor's
note: Dear Mr. Adams: If you have insinuated in any way to anybody
at anytime
that you did not write that "tell all" memo, then your credibility is zero!
BTW:
We're waiting for the sequel. Won't you consider sending us a copy.... pretty-please!)