To the BRHSlist from a very concerned member:
I'm choosing my words very carefully and hope that all will read them just
as carefully. This email is directed to the group as a whole, not to
specific individuals. At my request, please direct responses to me directly
to keep this conversation thread off the list.
The recent volley of emails that was sparked by a well-intended, but largely
misinterpreted email, was not what this list was created for, not should it
be used for in the future. This list was/is intended to be a forum for the
factual (as much as possible) exchange of information about the Burlington
Route. We have been successful in maintaining a very high standard and I
hope that we will soon forget this recent "battle" and get on with what we
do best.
There is a very present danger in the written word, in that it is difficult
to ascertain how those words were meant to be interoperated. We do not have
the benefit of inflection, body language, or instant clarification. Please,
please be careful and let's make certain that emails are read as we meant
them to be.
A second, but no less important danger in a list like this, is that hastily
written words spread quickly, to a large number of people, and are very hard
to retract. We've experienced that the last couple of days. We are all
emotional beings, and feelings can get hurt, so please be considerate, and
reflect before hitting the send button.. If you have a difference of
opinion, or a complaint against one person, don't send it to the whole list.
Resolve the conflict one-on-one, not corporately.
All of us share a great fondness for the Burlington, and we should build on
that strength through our unity. Not demeaning each other because of
differences of opinion. This hobby is much too small to make enemies...we
need each other, modelers need the manufacturers, importers, wholesalers,
and retailers, and they all need the modelers.
Criticism of products is not limited to this industry/hobby...I'm sure that
if you ask anyone in a customer service role, they could relate myriads of
experiences of complaints about their products. (anyone remember Ralph
Nader?) Yes, I know that we as manufacturers take personal pride in the
products we bring to the marketplace, and it is difficult to hear
complaints, and even more difficult when the criticism goes beyond a
recognition of what could be improved, to a personal attack. However, as
manufacturers, we need to have a thicker, Teflon-coated skin and remember
the saying, "the customer is always right, even when they are wrong."
Please remember that for every complaint you receive there are at least two
hundred others who are extremely happy with your products and don't punish
the majority for the indiscretions of the minority.
Modelers, the products available today are the best we've ever had in the
history of model railroading. The manufacturers are listening to those with
valid, positive criticism. Yes, mistakes are made, we are all human, so
please refrain from personal criticism and attacks. Be professional,
courteous, and factual.
Stepping off my soapbox, and open to comments,
Dave Lotz,
BRHSlist Originator
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