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RECMGMT-L  April 2006, Week 1

RECMGMT-L April 2006, Week 1

Subject:

Re: Performance Metric on Offsite Records, Hostage Fees and Magical Times

From:

Hugh Smith <[log in to unmask]>

Reply-To:

Records Management Program <[log in to unmask]>

Date:

Wed, 5 Apr 2006 01:17:23 -0400

Content-Type:

text/plain

Parts/Attachments:

Parts/Attachments

text/plain (171 lines)

I have been in Orlando communing with my main spiritual advisor 
Mickey.  (Plus giving a presentation to some shelving specialists on 
vaulting media.) Since I travel so much it sometimes looks like I am 
not defending myself on certain issues when most often it is merely 
that I am on the road.

> From:    "Gerard J. Nicol" <[log in to unmask]>
> You need to take into account that Hugh always has an agenda.
>
> Many people have their own take on that agenda; but it is an agenda 
> all the
> same.

> From:    "Gerard J. Nicol" <[log in to unmask]>
>
> Donít get me wrong, I am not criticizing Hugh.
>
> The "horror story" thing is getting a little passť. Hugh is capable of 
> much
> better!
>
> Gerard

It is disingenuous to accuse me of an agenda and then state that I am 
capable of much better.
You have no clue what I am capable of.

I thought my survey was pretty straight forward and some great 
responses were provided which creates a reference point for future 
presentations.  This year I spoke in Austin, Omaha, Cleveland and it is 
foolhardy to speak to a group of records manager and make a statement 
and not have a source. They will challenge you every time and then you 
look like a fool.  This Listserv has taught me to have a source.  If I 
wish to comment in the coming year on the perception of records storage 
in the media versus real world experience, then I have something to 
point to.

I have a meeting in Phoenix with some offsite storage companies and 
knowing how the market is performing is something we wish to address. 
The whole meeting will be about performance criteria so that is the 
agenda and I believe I stated that I wanted this information for future 
presentations when I asked for comments on the survey.
>
> From: Steve Petersen [mailto:[log in to unmask]]
> Subject: Re: Performance Metric on Offsite Records & Media Storage
>
> Gerald,  I think that Hugh gets asked into alot of situations to 
> provide
> what the client thinks is a catch-all where the vault will solve the
> problem.  In actuality the problem goes alot deeper than the storage 
> and
> needs to be addressed.  I applaud Hugh for being proactive and trying 
> to
> educate users and vendors on how Good Records Mgmt is done and that
> despite being a vendor who could just sell a vault is trying to push 
> RIM
> forward.    Hugh keep asking the questions and pushing the RIM 
> envelope -
> I consider your help nothing but positive.
>
> Steve Petersen CRM
> Sr. Records Administrator
> Rockwell Collins Inc
> 319.295.5244

I appreciate Steve speaking up for me because I have always had a goal 
of promoting the records manager as the Gatekeeper and my presentations 
in Austin, Omaha, Cleveland, Milwaukee, etc. were directed to specific 
ways the RM can position themselves for greatest advantage.  If I 
thought that I had nothing worthwhile to say about good records 
management, securing vital records and fighting back against those who 
use Hostage Fees to diminish quality records management then I wouldn't 
stay on this List.

In fact, I believe this Listserv has been the Number 1 proponent of 
fighting hostage fees. This List constantly educates RM's to write them 
out of contracts and John's post below is a good example of alerting 
RM's. John stopped this practice for his organization, just as Pat has 
in his and Peter and Larry and a hundred others have protected their 
companies and organizations.

>  Hostage fees are exorbitant amounts of money
> beyond these fees which some vendors try to charge. Basically, it locks
> you into the vendor because you can never afford to leave them.   We
> negotiated these before the contract was signed as well as pull, 
> retrieval
> and delivery costs.  If you're new to this, never take the first offer
> from the storage facility...everything is negotiable.
>
> John Annunziello
> [log in to unmask]

Proof of this progress is the despicable people who try to use Hostage 
Fees (Permanent out fees)  to prevent a client from leaving, no matter 
how low they allow their service to deteriorate, have now been forced 
to change the name to "Account Closing Fees" or "Account Termination 
Fee" so as Julie points out, her vendor no longer calls it a perm out 
but now it is closing fee.  But by discussing it here, we all keep each 
other aware of the latest trickery and what to look for in the contract 
language.

> From:    "Colgan, Julie J." <[log in to unmask]>
> Subject: Re: Was "Performance" Now "Hostage Fees".
>
> My issue isn't with "perm out" fees, they are with "closing fees" - 
> not when individual boxes are destroyed or individually removed, but 
> when you are looking to move all of your boxes to another vendor.  I 
> find that "perm out" fees tend to be fairly reasonable and basically 
> cover the cost to pull the carton and destroy it/remove it from the 
> database.

Now this amazes me!!

> I think Hugh's quality of life will improve if he spends a little less 
> time
> trying to educate the stupid; and a little more time working with the 
> smart.
>
> Gerard

This offends me on so many levels.  First off, my quality of life is 
amazing.  I just spent the weekend with my lovely daughter at Disney 
and nothing could improve on that. She had so much fun. All my kids are 
doing great and the Lord has blessed me.

And for all the records managers on the List that are laughing about 
all the stupid questions I have asked here over the years, I know you 
are loving the part about me educating the stupid.  No one knows 
everything. The purpose of this List is to allow us to ask one another 
questions and get a variety of answers.  We each build our knowledge 
base by sharing knowledge.  That is not anyone educating the stupid.  
It is comrades helping comrades.

By eliminating Hostage Fees and making service the key driver in 
winning and keeping a records and media storage contract, we will 
improve accuracy and avoid lost boxes and tapes.  Oftentimes the vendor 
who states "We do not have a hostage fee." is also the one who has the 
higher customer satisfaction ratio.  He either performs or loses the 
account.  That is the way capitalism is supposed to work. But is that 
what is happening now?  The purpose of the survey is to add to a base 
of knowledge and see if the market is trending one way or the other.  
For a while I think records storage was totally driven by price but 
SOX, GLB and Identity Theft are changing things in concert with all the 
negative articles.  I predict management is more willing to look at a 
better quality vendor at the sacrifice of a few pennies as the news 
articles are proving them to be fools in recent months.  Plus they now 
have personal liability!

If someday, future generations look back in amazement on the concept of 
using Hostage Fees to restrict client movement while lowering service 
delivery then this List will have a huge thank you coming from the free 
market community.

Look at Disney as an example!  They were not content for my daughter to 
have a good time or even a great time.  They were not content until we 
had a "Magical Time". They are passionate about service and 
satisfaction.  They want me to come back again and again. Would they 
still feel this way if we were forced to go to Orlando time and again, 
even if they provided a poor value dynamic?

Passion and service is out there for us in the records storage industry 
as you could see from several survey replies.

Hugh Smith
FIRELOCK Fireproof Modular Vaults
[log in to unmask]
(610)  756-4440    Fax (610)  756-4134
WWW.FIRELOCK.COM

List archives at http://lists.ufl.edu/archives/recmgmt-l.html
Contact [log in to unmask] for assistance

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