Cost of doing business

[KMcLauchlan -at- chrysalis-its -dot- com]

G'day all.

I thought this applicable, since it would seem to be 
a common experience for TWs, due to the nature of what 
we do and of what we need to do it.

I just bought the book "Indexing: A Nuts-and-Bolts Guide 
for Technical Writers", by Kurt Ament, from William Andrew 
Publishing. This is not a review -- I have yet to take it 
out for a spin.

However, I would like to bring up this point:

This slim little volume -- less than 100 pages -- cost me 
USD39 purchase price, plus 33 of my dollars AND a fair 
amount of aggravation to get it from the supplier to me. 

Their standard shipping was UPS. I don't believe they 
made any effort to minimize tariffs, taxes, etc.
But worse, from my point of view, they sent it "Collect" 
for all shipping and handling. Because they didn't 
specify, up front -- nor did their web site offer any 
alternatives -- the package arrived at my empty house 
and bounced. Because UPS ("_U_se _P_urolator, _S_tupid!")
doesn't hire the best and brightest, it took a bunch of 
phone calls and shenanigans to get the thing redirected 
to my workplace... and then UPS charged my employer's 
account, not even asking for individual payment (my check 
was on the desk of our shipping/receiving manager) so 
I'm not done with it even now.

I have dealt with many US and British firms for web and 
mail-order purchases. Because I'm a tech writer, many 
purchases have been books and software. Many of the 
suppliers have taken an interest in their foreign 
customers (I'm Canadian), to the extent of:

a) finding out what standard packages cost to ship 
   to various major locales (and what's more standard 
   than a book?)

b) finding out the tariff/tax classes and rates at the 
   destination, and using the appropriate keywords on 
   the external declarations, to minimize customs and 
   brokerage costs (as a matter of fact, all they 
   have to do is ask their favorite shipper...)

c) charging for shipping costs (including taxes, etc.) 
   up front.

Some of us are in business for ourselves, and the rest 
of us are gainfully employed (or soon will be), so our 
time is valuable. I know my time is certainly more 
valuable than the extra buck a company would have to 
charge me in order to be SURE they had covered all 
shipping costs up-front on each shipment to exotic 
foreign lands like Canada. ("This is the estimated 
complete cost, plus a buck to be sure we guessed right.")
I like to think my time is too valuable to waste it 
on telephone judo matches with phone-answerers and 
delivery-truck drivers.

I'd like to encourage the rest of you to help 
encourage suppliers to get their act together.

Certainly books and CDs, which a lot of us TWs 
purchase frequently, are an easily standardized 
shipment. 
Certainly commercial Web sites ask plenty of 
questions during the order process, and could 
manage to ask if we wanted our stuff shipped 
"signature required", "collect for shipping/brokerage", 
"all pre-paid", etc.

Come to think of it, when I received Neuberger's 
"The Masters Series - FrameMaker 6", I just came 
home one day to find it between my doors. No hassle, 
no extra charges. The same for "Words into Type".
I believe the shippers simply used the correct magic 
words and incantations on the package and shipping 
documents.
Yet some other books and CDs... well, you'd think 
I was trying to ship plutonium.  Why so much variation?

Opinions?  Suggestions?

/kevin


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