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April 8, 2011

News Roundup: Baker Academic move to SPCK | Hodder titles now available from IVP | Letchworth Christian Bookshop hold Bible Reading Marathon | Living Oasis Phase 2 Openings Delayed | and more…

Posted by Phil Groom under Christian Publishers, Christian Suppliers, Lion Hudson, News, SPCK, STL | Tags: , , , , , , , , , , , , , , , , , , , , |
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Baker Academic move to SPCK

AS ANNOUNCED IN DECMBER LAST YEAR following their acquisition of 200 titles from Hendrickson, Baker have now moved their range of academic titles (Baker Academic and Brazos Press) from Lion Hudson to SPCK. Commenting on the move, Dwight Baker, President of Baker Publishing Group, said:

While Lion Hudson has been doing an excellent job in selling these titles into the trade, Baker felt the need to move their Academic titles to a firm that has had a long history of publishing and selling to the academy in the United Kingdom.  The purchase of over 200 academic titles from Hendrickson Publishers this past October was the tipping point for this decision.

Baker’s other imprints, including Bethany House, Revell, Baker Books and Chosen, remain with Lion Hudson whilst Alban Books continue to represent all other Hendrickson lines to the UK.

Hodder titles now available from IVP

Hodder titles now available from IVP

Hodder titles now available from IVP

IVP HAVE ADDED Hodder Faith to their distributed titles list, bringing NIV Bibles and top selling authors such as Tim Keller and Philip Yancey into their portfolio. The announcement was made in the March edition of their monthly e-Bookmark trade newsletter, with further details in a separate trade announcement (pdf, 2.6MB).

Adding the NIV to their list alongside the full range of the ESV from Crossway as well as the NRSV, Good News Bible and range of Greek/Hebrew texts already available via HarperCollins Religious and Bible Society respectively makes IVP an increasingly important player in UK Bible distribution.

The full range of ESV and Crossway titles are also available from STL (pdf, 3.1MB) with 90 day payment terms and higher discounts on initial orders.

The Comet 24: Letchworth bookshop celebrate The Bible with reading marathon

The Comet 24: Letchworth bookshop celebrate The Bible with reading marathon

Letchworth Christian Bookshop hold Bible Reading Marathon

THIS SATURDAY, 9th April, sees Letchworth Christian Bookshop — winners of STL’s Golden Ticket in October last year — launch a Bible reading marathon as part of its celebration of the 400th Anniversary of the King James Bible.

The project, which runs for two weeks with readings by volunteers in 15 minute slots during shop opening hours, has already made local headlines in The Comet (pictured).

Full details are available on a dedicated website, www.wordaloud.webeden.co.uk. Anyone wishing to take part is invited to check the schedule posted via Google Docs then contact the shop to book a slot.

Living Oasis Phase 2 Openings Delayed

LIVING OASIS LEEDS have apologised on facebook and in a letter posted at Network Leeds (4th April 2011) for the further delay to opening at their new location, advising prospective customers to contact the Harrogate store. Previously billed at Network Leeds as “the first Living Oasis shop to realise the full vision the Nationwide Christian Trust had when taking over 19 former Wesley Owen stores in early 2010″, the new Leeds store was originally expected to open by late January/early February this year but has run into financial difficulties.

A series of prayer meetings is being held, next meeting 14th April 2011, with a fundraising meal scheduled for 6th May 2011. The actual opening date for the new store remains unknown.

The new Liverpool store — originally expected to open within “a couple of months” of the old store’s closure (facebook announcement 29/12/2010) — appears to be facing similar difficulties with no updates to their facebook page since 22nd March when a series of weekly prayer meetings was announced. As of the date of this report, no indication of when the store will open has been given.

Unicorn Tree Books flood claim declined

CITY OF LINCOLN COUNCIL SOLICITORS, Hill Dickinson, have declined the flood claims submitted by Unicorn Tree Books and other retailers based in Lincoln Central Market following damage caused when the duty caretaker was unable to find the stop cock after a pipe burst during harsh weather in November last year (reported here 02/12/2010).

In a letter dated 25 March 2011 claiming to have “fully investigated the matter” Hill Dickinson state that “our client’s duty to maintain is one of reasonableness” and conclude that “the incident was caused solely by the extreme temperatures experienced at the time” — a conclusion that completely disregards the Council’s failure to follow its own published advice to householders who may be concerned about the possibility of burst pipes in their homes:

Preventing frozen and burst pipes

  • Make sure you know where your stop tap is and that it is working.

One can only wonder quite what is going on in the mind of someone who regards such gross negligence as “reasonable”…

Web Shops for Churches

Premier Church Insight: Endis Inspire Shop

Premier Church Insight: Endis Inspire Shop

PREMIER CHRISTIAN MEDIA, publishers of Christian Marketplace magazine, have joined forces with Endis in partnership with STL Distribution to deliver online shops direct to churches via a custom-branded, fully integrated web service. Orders, returns and refunds will all be processed by STL in Carlisle — identified only by their address on the demo shop Contact Us and Returns pages — backed up by a dedicated telephone support line.

Full details of the service may be found on the Premier Church Insight > Endis Inspire Shop introductory page.

Reactions from retailers have ranged from a sense of outrage through concern about the implications for church bookstall services to cautious optimism at the possibility that the service could conceivably form the basis for a Christian version of Gardners’ Hive.

STL have emphasised that Endis are simply another trade customer and STL’s involvement with the scheme is solely order fulfilment. They are, however, currently investigating options to provide a comprehensive web solution for retailers: STL remain 100% committed to supporting and working with their retail partners, including amongst other initiatives the development of a Church Resources training programme designed to equip shop managers with the expertise needed and a sales kit that will enable them to pull local churches together and present new or existing product that will enhance church life.

Women in Christian Publishing Inaugural Event

WOMEN IN CHRISTIAN PUBLISHING, a new group created by the Publishers Association, held its inaugural event on 1st April 2011 with a visit to the Houses of Parliament hosted by the Revd Rose Hudson-Wilkin, who was appointed as Speaker’s Chaplain in June last year.

Those present included Victoria Beech (Beech Publishing/Christian Education) and Janet Evans (Dernier Publishing), who has published some photographs of the event on facebook:

Dernier Publishing > Facebook Photos > Women in Christian Publishing

Dernier Publishing's Facebook Photos: Women in Christian Publishing Inaugural Event

 

March 12, 2011

News Roundup: Covenant Books, Preston, Reopens | J Marr Seafoods Sponsors Jacob’s Well | Living Oasis Prayer Line on facebook | Love Wins – or does it? | Small Publishers featured in STL Trade Emails

Posted by Phil Groom under Christian Bookshops, News, STL | Tags: , , , , , , , , , , , , , , , , , |
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BBC News, Lancashire: Christian bookshop in Preston gets lifeline

BBC News, Lancashire: Christian bookshop in Preston gets lifeline

Covenant Books, Preston, Reopens

CONGRATULATIONS to all involved in the recent resurrection of Covenant Books, Preston!

The usual story of financial constraints ended with the shop’s closure on Christmas Eve last year, but the shop’s trustees have now agreed that the shop can reopen with volunteer help, subject to review after 6 months.

Describing the shop’s difficulties to BBC Lancashire, Annie Colbert, who founded and still runs the shop, explained the cashflow problems involved in having to stock up for Christmas as early as February but then having to pay for the stock in August, long before eventually selling the stock during the Christmas period. Suppliers, facing their own financial pressures, were largely unwilling or unable to wait until stock had sold through.

J Marr Seafoods Sponsors Jacob’s Well

Fish News: J Marr sponsors Jacob's Well

Fish News: J Marr sponsors Jacob's Well

CONGRATULATIONS to Jacob’s Well, Beverley, on receiving sponsorship from J Marr Seafoods for their next container’s shipping costs to Ghana:

J. Marr (Seafoods) has strong trading links with Africa and particularly Ghana where the Jacob’s Well Appeal is working with a Ghana-registered NGO called FREED. They have asked for help in sending medicines and equipment to the Upper North West part of the country; it is the poorest part of Ghana and subsequently sterilisers, dental equipment, anaesthetic equipment and many other useful items and medicines were sent. Books and sports equipment were also provided for local schools in the area.

Read the full story: J.Marr sponsors Jacob’s Well appeal

LivingOasis Prayerline

LivingOasis Prayerline

Living Oasis Prayer Line on facebook

LIVING OASIS have launched a new profile and page on facebook:

As I prepare this post, both are looking rather lonely with only 15 friends and 8 likes respectively, so head on over there, send your friend request and hit that like button: you know you want to!

Living Oasis prayer line

Living Oasis prayer line

Neither the profile nor the page give any indication of who in the organisation is behind them or whether these particular facebook presences are intended for mutual support within the organisation, to garner prayer support from outside or to offer prayer support for others. It may well be all three: all are certainly needed and to be warmly welcomed.

Most, possibly all, Living Oasis stores now have their own facebook pages, with Leeds and Liverpool both using the new company logo but still reporting delays to opening as their “Phase Two” development and refurbishment works continue.

Love Wins – or does it?

HELL HATH NO FURY LIKE AN EVANGELICAL SCORCHED, it seems, and John Piper, the USA’s guardian of evangelical orthodoxy, evidently felt the heat rising in his veins as he learnt about a video promoting Rob Bell’s forthcoming book from Zondervan/HarperCollins, Love Wins. Rob’s offence: to dare to suggest that God’s love might actually win out in the end, that God’s grace might reach further than Christian tradition would have us believe. Search Google for John Piper Rob Bell Love Wins and you’ll soon begin to feel the heat yourself as the message that emerges seems to be, “See how these Christians love to hate one another.”

Whether or not you believe Universalism to be a valid evangelical take on truth, the evangelical take on truth is far from universal in the Christian church. Only you, gentle bookseller, can decide whether or not to stock a book that has been so roundly condemned and yet which seems to hold out such an awesome message of hope for humanity. Personally speaking, I’d go for it and welcome the dialogue. To help you decide, however, some wise words from Krish Kandiah, a review by Greg Boyd, a suggestion for further reading, the video itself and, last but not least, full details of the book, due later this month:

Love Wins

Love Wins
Rob Bell

9780007420735
Zondervan/HarperCollins, March 2011
£14.99

Available to order from STL Distribution

Small Publishers featured in STL Trade Emails

Worth A Look: St Mark's Press

Worth A Look: St Mark's Press

AND FINALLY FOR THIS ROUNDUP, congratulations to St Mark’s Press, featured in a new section of STL’s weekly trade email, “Worth a Look!”

The section, which showcases some lesser known publishers, has been added to give retailers more information about the range of publishers STL carries. This time around the feature highlights Today’s Issues and Christian Beliefs by Simon and Christopher Danes: the original edition published by Lion sold over 100,000 copies; this new edition has been completely revised and updated to tie in with GCSE Religious Studies requirements.

Previous Reports (most recent first)

 

March 9, 2011

STL UK: Up to 30 staff face redundancy as first fiscal year yields poorer results than anticipated

Posted by Phil Groom under Christian Suppliers, News, STL | Tags: , , , , , |
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Trade Announcement from John Ritchie Ltd 08/03/2011 (pdf, 53kb)

Trade Announcement from John Ritchie Ltd 08/03/2011 (pdf, 53kb)

STL DISTRIBUTION, CARLISLE, have entered another consultation period with staff, this time in which up to 30 — just under one quarter — of the 124-strong workforce face redundancy as the company comes to terms with poorer financial results than anticipated over the last year.

All Carlisle based staff have had face to face meetings with senior management and departmental representatives are being appointed for ongoing consultations. It is hoped that a significant proportion of the reductions will be achieved through voluntary redundancy, but approximately 15% of the workforce is likely to face compulsory redundancy once the consultation period ends in April. For all concerned, however, the situation marks yet another traumatic phase in the company’s recent history.

In a trade announcement issued yesterday, CEO Ken Munro reviews some of the challenges faced by the company over the past year, noting that the trade overall is in a period of transition as it struggles with a continuing decline in high street sales combined with increased internet trading and the emergence of new technologies:

… the trade in which we operate is experiencing a period of very significant transition. A combination of a continued decline in overall High street sales, the proliferation of internet traders and the rapid evolution and implementation of new technologies have driven unprecedented change, challenges and opportunities within our sector.

In addition to the factors noted above the prevailing general economic climate combined with unusually harsh winter weather in December has exacerbated the many difficulties that the Trade was facing. STL distribution was not immune from these difficulties and as a result revenues for 2010 were less than planned. As a consequence we face important challenges as we enter the second fiscal year of ownership, challenges which will be addressed in order to secure the future success of the business.

In light of the issues outlined above we are throughout the month of March conducting a consultation with our staff to ensure that we effectively manage costs and importantly, align our business and competencies to a rapidly re-shaping industry landscape.

The company expects to emerge from the consultation in a strong enough position to rise to future opportunities with a clear focus on delivering the best possible customer service and supplier partnership.

The announcement closes with a call to prayer:

Please remember all staff within the group in your prayers as we move through this process.

  • My thanks to Pete Barnsley at STL for providing this information.
 

December 23, 2010

Good News for Christian Retailers and Consumers as STL UK and Suppliers collaborate to absorb January’s VAT increase

Posted by Phil Groom under Christian Suppliers, Info, News, STL | Tags: , , , , , , , , , , |
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STL UK: VAT increase – January 4th 2011

STL UK: VAT increase – January 4th 2011

STL UK HAVE ANNOUNCED that following consultations with their suppliers, “in the main” they will be absorbing January’s VAT increase by adjusting ex-VAT prices to keep VAT-inclusive prices for end consumers the same. Vatable items such as CDs, for instance, currently retailing at £14.99 will continue to retail at £14.99 by means of a behind-the-scenes adjustment resetting the ex-VAT price to £12.49:

  • Current: ex-VAT price £12.76 + 17.5% VAT = £14.99
  • After 4th Jan 2011: ex-VAT price £12.49 + 20% VAT = £14.99

To make the adjustment on their own systems, STL’s computers will be temporarily taken down on New Year’s Day and customers are advised against placing online orders “from 4pm on 31st December until 9am on 3rd of January.” Any queries should be addressed to STL’s Customer Services department.

Printed books, of course, remain zero-rated for VAT. Retailers will still need to make the appropriate adjustments in their own accounting and VAT returns to HM Revenues & Customs.

 

October 14, 2010

Carlisle Consolidation of UK Trade Operations for John Ritchie Ltd

Posted by Phil Groom under Christian Suppliers, News, STL | Tags: , , , , , , |
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Press Release from John Ritchie Ltd, 14/10/10: Carlisle Consolidation (pdf, 1.7mb)

Press Release from John Ritchie Ltd, 14/10/10: Carlisle Consolidation (pdf, 1.7mb)

IN A PRESS RELEASE issued this afternoon, John Ritchie Ltd have announced the consolidation of their UK trade operations under one roof at STL Carlisle.

It’s a decision that undoubtedly demonstrates a renewed trade confidence in the company as they have fought to recover from last year’s turmoil under their former owners, Biblica, and reflects well upon all involved in running STL’s distribution and wholesale services this year: congratulations to everyone concerned.

Consolidation of most stock at STL is expected to be completed by mid-October, leaving the Kilmarnock site dedicated to developing the company’s publishing and retail services. Ritchie trade partners who do not have STL accounts will be contacted separately with further information.

Full Press Release:

JOHN RITCHIE LTD – TRADE ANNOUNCEMENT

The past 12 months have been a period of significant growth for the Kilmarnock based company, John Ritchie Limited. As part of its ongoing business development, it acquired Penfold Card & Gift in Bicester, Eikon Bible Art and most recently the STL Distribution business in Carlisle at the start of 2010.

The priority over the first 6 months of this year was to stabilise the distribution business and carry out a strategic review of the new expanded organisation to determine its future direction.

After consultation with a small number of staff in Kilmarnock, John Ritchie Ltd is now proposing to further enhance its service to the UK Christian retail trade by integrating all Ritchie trade distribution operations into the Carlisle warehouse. This re-organisation will enable Ritchie to provide a consolidated ordering facility and more efficient supply of products to its trade customers. The existing Kilmarnock site will focus on developing its Publishing and Retailing functions.

Ken Munro, CEO of John Ritchie Ltd said: “I believe this re-organisation of activities is essential in order to improve efficiency and further enhance the excellent support for all our customers. John Ritchie Publishing enjoys an important heritage within Scotland and Northern Ireland and it is our intention to further support this core market through our retailing and publishing activities. STL Distribution offers unparalleled service levels to the UK Christian book trade. By bringing Ritchie’s stock range into Carlisle we will continue to strengthen and broaden the product range we bring to market.”

The majority of stock will be transferred to Carlisle by mid-October, at which point all order enquiries should be directed to STL Distribution. Further details will follow shortly for Ritchie trade accounts that do not have accounts with STL Distribution.

 

September 10, 2010

Small is beautiful, but big might be a prize-winner: have you got the STL Golden Ticket?

Posted by Phil Groom under Bookshop Ramblings, Christian Suppliers, STL | Tags: , , , |
1 Comment 
STL Distribution: Golden Ticket

Have you got the Golden Ticket?

STL UK’S DECISION earlier this year to offer carriage-free delivery on all UK orders was a lifeline thrown at just the right time for us at the LST Bookshop: no more having to hold back until we reached that ever-elusive carriage-free minimum order value, we could simply process orders of any size at any time — and that’s precisely what we have been doing, much to the delight of our customers.

For STL themselves, of course, that decision has come at a price: smaller orders to process and shipping costs to absorb — yet rather than tighten things up, they’ve gone on to offer us better terms and better discounts, albeit on what seems to be an increasingly narrow range if the September/October bulletin is anything to go by.

And now, rather than revert to a carriage-free minimum, they’ve gone the extra mile with this Charlie and the Chocolate Factory inspired initiative of a Golden Ticket — two steps further, in fact, with Silver and Bronze tickets on offer as well. All we need do to qualify for entry is place bigger orders: to be in with a chance for the Golden Ticket, worth £500, place an order for £250 or more; for the Silver Ticket, worth £300, place an order for £150 or more; and for the Bronze, worth £150, place an order for at least £75, the old carriage-free minimum.

So before you press send on that small order, pause for a moment and think: what would you do with a bonus order worth up to £500? Would another couple of items take your order up to the next level? Might it be worth waiting until a little closer to the deadline in case there’s something else to add?

STL, I salute you: thank you.

 

February 27, 2010

Christian Suppliers Update: Alban Books, Kingsway, Norwich Books & Music and Scripture Union

Posted by Phil Groom under Announcements, Book Trade Ramblings, Christian Publishers, Christian Suppliers, Musings..., News, STL | Tags: , , , , , , , , , , , |
[3] Comments 

Despite the new STL UK’s best efforts to become a one stop shop for retailers, it seems that not all publishers want to play ball. The latest to jump ship is Scripture Union, who have now signed up Marston Book Services as their trade distributor. Distribution moves from STL to Marston with effect from Monday, 1st March 2010, although STL will continue to stock Scripture Union product as a wholesaler: full announcement below, courtesy of  Michael Welch.

It’s a more sensible move, it must be said, than Kingsway‘s attempt to manage their own distribution: a number of retailers have reported various problems with Kingsway, including delays, shortages and incorrect discounts. Hopefully we’ll begin to see some improvements soon now that they have James Batterbee (former branch manager at Wesley Owen, Croydon) on board as Customer Services Manager.

Kingsway say that trade orders are currently being turned around within 72 hours, carriage-free until the end of March; the aim, I believe, is 24 hour turnaround. Authentic UK product — acquired from the old STL — should be available next week. The company have also taken on UK distribution for Joseph Prince, Moody and Navpress and are reportedly planning — a little prematurely, perhaps, given the recent collapse of STL’s global ambitions? — to expand operations into the USA: UK Christian Music Giant, Kingsway, Establishes North American Presence. You can find Kingsway’s USA owners on twitter @David_C_Cook and on facebook; Kingsway appear on facebook as Mission Worship.

In the meantime, Alban Books — UK distributors (also with Marston) for a number of USA publishers including Abingdon Press, Augsburg-Fortress, Eerdmans and Westminster John Knox, to name but some — have announced that following Kate Dennis’s departure last year, they’ve decided that a full-time Sales Rep is no longer necessary and are switching to a telesales system, expected to launch mid-March this year. Any concerns or comments may be addressed to Nigel Parkinson, Sales Manager: contact details here. You can also find Alban Books on facebook.

Finally for now, Norwich Books & Music (distributors for SCM, Canterbury Press, Church House Publishing, Darton Longman & Todd and HarperCollins Religious, amongst others) have upped their game to match IVP and are now offering 24-hour delivery service as standard to the UK book trade, with same day despatch for orders placed by 12 noon and no small order surcharge. With comprehensive online search and ordering across Norwich’s entire list available via PubEasy.com, this in fact gives Norwich a distinct edge on IVP, whose trade list is only available as pdf downloads.

All we need next is for Marston, Norwich and IVP to get their invoicing systems up to speed with batch.co.uk…

Related Posts (most recent first)

Editor’s note: email addresses in the following announcement have been split as a spam prevention measure.

IMPORTANT TRADE ANNOUNCEMENT FROM SCRIPTURE UNION

Scripture Union is pleased to announce the appointment of Marston Book Services as its distributor.

Distribution provision will move from STL-D to Marston Book Services as of the 1st March 2010

All orders for Scripture Union titles including dated resource should be directed to Marston from the 1st March. Orders can be placed using your existing Marston trading account.

All orders for the April-June dated quarter and/or Submerge March-April should also be placed with Marston after this date – including top-up orders. If you have a SU dated standing order with STL-D we ask that you cancel and transfer it to Marston ASAP thereafter.

All returns for credit including dated should be sent to Marston Book Services. Any other claim – for damage goods, mix see/safe order etc should be returned to STL-D.

All orders and customer enquiries should be sent to:

Marston Book Services Ltd
160 Milton Park
P O Box 269
Abingdon
Oxon OX14 4SD
Tel: 01235 465576
Fax: 01235 465555
Email Orders: trade.orders AT marston.co.uk
Enquiries: trade.enquiry AT marston.co.uk

Any queries regarding this change please contact Scripture Union’s retail support – telephone Tracy on 01908 856182
fax 01908 856030
email retailsupport AT scriptureunion.org.uk

STL-D will continue to offer our wide range of titles as a wholesaler.

 

July 16, 2008

Making Life Complicated

Posted by Phil Groom under STL | Tags: |
1 Comment 

OK, I admit it: I’m confused. Completely baffled, in fact. By Scripture Union’s “New Sales Plan”, which does away with their trade representation via STL and gives us in its place a multi-layered and convoluted system administered directly by Scripture Union themselves.

I have the plan before me as I type and I appreciate its entirely laudable aims to enable us “work collaboratively to maximise ministry and sales”, to “work creatively, strategically and collaboratively” to reach our customers (that’s customers, please note, not consumers: we do get consumers buying up the chocolate, but our book buyers are customers). But does it really take a seven point plan made up of twenty-nine bulleted sub-points in three sub-sections followed by another three sub-sections, with the whole thing spread over two sides of A4, to present a “Supply Proposal”?? What was wrong with having new titles presented to us by STL’s sales reps? They were — or at least Roger Compton (hello again, Roger: I did say it’s blog or be blogged, remember?), our rep, was — doing a great job for you.

Sorry, guys, but for us at LST the new scheme simply doesn’t add up: the idea of having new titles scaled out automatically is a definite non-starter. We don’t have the space and we don’t have the time to then go through them culling and returning everything that doesn’t sell. I know my customers, I know what’s likely to sell and I will select and order my stock accordingly.

I find myself wondering how things would look if each and every publisher decided to adopt a similar new title scale-out policy? Booksellers buried alive under mountains of books they didn’t order and don’t want…

No: the way I see it, it’s up to each of us to manage our stock to meet the needs and requirements of our customers. Yes, I acknowledge that that can be something a challenge, especially for newcomers to the trade, and I acknowledge that it can be frustrating for publishers who think that every book they release is destined to be the next big thing. Such, however, is life in the real world.

How do you see it?

 

July 15, 2008

Select Catalogues Misprinted

Posted by Phil Groom under Independent Booksellers, STL, Wesley Owen
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For any members of STL’s ‘Select’ Catalogue scheme who haven’t spotted this yet: be aware that the entire print run for the current batch of Select catalogues has been issued as from Wesley Owen, which may cause you some embarrassment as an independent bookseller. STL are raising credits, but you may need to take the initiative…

The problem was spotted by Melanie Carroll at Unicorn Tree Books, Lincoln, who wrote as follows on July 11th:

… my first batch of Select Promotion magazines came today – I had to chase them when I realised I should have already had them a week or so ago – seems I got lost in the shuffle and though set up for them they just never got sent out from the warehouse, ahh well it happens, especially to me at the minute it would seem.

Still 10 out of 10, I chased yesterday, got an apology from Wayne for the oversight and they duly arrived today. that’s pretty good follow through.

So I sit down to look through it – after all it’s my first chance to see what’s in the promotion and think about ordering stock in prior to doing my mail out and on the first page in the welcome blurb section, in the first line it said…

‘… Here at Wesley Owen we have many items’!

So maybe Kate you are onto something with your sneaking suspicion :o )

Now in terms of customer service I can’t complain as I phoned STLD and spoke to a very nice woman, Janette, who went and fetched out some past editions, as well as the crown version and the WO version – and sure enough this go around all versions have the same wording, when of course normally they have a suitable ‘other’ replacing the term WO she assures me. She also said she would pass my upset and concerns on and point out the problem – though of course there is nothing they can do now.

I ended the conversation at least feeling a little assured that its just the way my current week is running. 10 minutes later she phoned me back to say she had passed on the problem to her manager and they were aware of the problem and will credit me back the cost of this issue due to my upset – can’t ask for fairer than that really.

However, OK, I know it was a just a proof read oversight but it really got to me – not least because this is a promotion I pay into by buying the magazines for at least the next 12 months, I know there are benefits and reciprocations: I get better discount to off set the price promotion items, and I know that this edition shall not have cost me anything but that’s just as well because I don’t think I can actually use these ones now as it says the wrong thing, heck it looks like I nicked them from the next city overs WO! and gives the wrong impression to my customers. Well come on it tells the customers that I am a WO and that could cause a bit of confusion – it’s bad enough with me having to do the ‘no we are not anything to do with SSG/SPCK, we are entirely independent with it all being done as my personal mission etc etc’ without having to potentially add the WO bit to the spiel when a customer who had recieved one of the magazines comes in with a return, concern, complaint or issue.

John Duncan of Cornerstone, London, has also followed the matter up with STL:

I have requested a refund and enquired about a reprint. Here is my response:

John
Yes, this was an error on our part. Unfortunately we are not in a position to reprint the catalogues. However, as a good will gesture, I am happy to raise a credit for the catalogues if you are able to supply me with an invoice number from where you were charged.
Regards
Wayne Johnston

(Posted 14th July)

 

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