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I really need to vent this. - Melodramatic, corsetted mistress of the obscure
June 7th, 2007
11:35 am

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I really need to vent this.
We have a client that has come to us so recently that we haven't even SENT them a contract to sign, much less HAVE a signed contract.

They are now bitching because we can't schedule the packaging of their supplies before July 23rd.

They want to do two or three feasability batchs in July (I expect that to take two solid weeks) and then another GMP run based off that in early August.

All this without any consultation as to our current schedule with other clients on the equipment needed. Essentially, they want to monopolize us for two months solid starting at the end of June.... without actually having come to us until...oh, NOW.


And they are going to be so very, very offended if we can't accomodate them. And I am almost positive we can't. Worse yet, I fear we are going to have to try.

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From:oldwolf
Date:June 7th, 2007 05:43 pm (UTC)
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Heh, I wonder just what part of "no contract" don't they understand???

In my line of work no contract means no work. We don't put up with troublesome clients. Unless we(I) absolutely have to.

Imho I'd tell them "As a result of your company not having a signed contract with our company, there's nothing we can do. Until the paperwork is properly processed on your end, there's nothing we can do". Place it back on them.

You do have a right to refuse service. Don't you???????
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From:solan_t
Date:June 7th, 2007 05:52 pm (UTC)
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Me, personally? No, not really. I have pointed out to the higher ups in my area that there is no contract yet. We shall see. I am pretty sure we can not actually do any compounding/filling without the contract, but the preliminary work usually gets done asap.
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From:solan_t
Date:June 8th, 2007 12:11 pm (UTC)
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I would agree with you about crazed customers. Really wish I knew where to firmly place the blame here.
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From:darkgaze2002
Date:June 8th, 2007 06:42 am (UTC)
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They can window shop without a contract, but really, whoever is in charge of PR and paper work should be firm with them and lay down the line that previous clients have seniority for lab time and that no work will be done until 1)contract is hashed out with all dates lined up and 2)the finiancial steps put into place. I really hope your "shop" won't let the new customer bully your dept around until they've paid a deposit on services... geesh... hugs to you.
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From:solan_t
Date:June 8th, 2007 12:10 pm (UTC)
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It's not just the clients that bully us, it's our own sales department. :( There is just something wrong around here.
From:(Anonymous)
Date:June 9th, 2007 10:55 pm (UTC)
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Oh, it's the same with us. Our sales dweeb, after 5 years on the job, still doesn't understand what we do and how we do it, and regularly takes on jobs that are not within our equipment's capabilities, then says "well, if we don't do it, we won't get any more work from X (usually Hallmark)." Of course, we only get the work no one else will do on the timeline available.

Dr Paisley
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From:solan_t
Date:June 10th, 2007 01:30 am (UTC)
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Exactly like that. I guess it's the same all over. sigh.
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