How Not To Respond To a Recruiting Email

I just received an email from somewhere I once applied for a job. Sure, it was, admittedly, a crappy job, but it would have been a job anyway, and those aren’t very plentiful, certainly not in a depressed city like the one in which I live.

When last I talked to this company, they asked me to come in to fill out an application…or interview…or check out the operation…I forget exactly, but something caused me to mention that I would need an accommodation. This led to mentioning that I could happily provide my own, negating the need for the “you’re too expensive” argument. I got put on hold. When the agent came back, I think her name was Jessica, she unsurprisingly told me that, due to the sensitive nature of their data, any software such as that which i would require would pose a “security risk”, and so, unfortunately, she was sorry, but they couldn’t help me.

This stance didn’t stop them from sending me this email:

Dear Clyde,

I have good news! DialAmerica is growing, especially in our Erie office, and we’d like to invite you to apply again.

We have both full and part time positions available and offer:

A variety of daytime, evening and weekend schedules to help balance your work/life needs
Rapid advancement opportunities – we promote from within
Guaranteed salary plus incentives
Paid on-the-job training and weekly pay checks with direct deposit
A great family atmosphere, committed to your success

If you are conversational, articulate, engaging and have a positive attitude, please give us a call. And students, now is the perfect time to lock in your summer job.

Please click on the link below to apply online or call our recruiting team for more information.
Apply Here: http://dial.am/ROM5

Regards,

DialAmerica Recruiting Team
DialCareersErie@dialamerica.com
814-835-8194

DialAmerica – Where YOU Make the Difference!

Click here to unsubscribe from future emails.

CONFIDENTIALITY NOTE:

This e-mail message may contain confidential information that is intended only for the named recipient(s) above. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this e-mail or its attachments is strictly prohibited. If you received this e-mail in error, please immediately notify the sender by replying to this e-mail and deleting the message and any attachments from your system.

I didn’t unsubscribe from their email list, and maybe I should. I only just now noticed the confidentiality notice at the bottom, which, as we all know, is a ludicrous thing to put on any email anyway.

I’m pretty sure that the following will end up in a black hole and no one will actually see it, but what I replied back to them, below, is a classic example of how not to handle this kind of situation. I knew this when I sent it. In my defense, I somehow can’t manage to care about what this company thinks of me, and it seems likely there’s no actual bridge for me to burn. And anyway, I’m pretty sure that you wish you could, or would, or had, written something like this yourself. Right?

Huh. I’m not even sure why you’re emailing me, considering last time I called to enquire, your recruiting person actually told me that you couldn’t accommodate my disability. Specifically, and in my opinion incorrectly, that any screen reading software I would need to perform my job functions would pose “a security risk”. Considering that places like the Social Security Administration, Verizon, Internet service providers, the VA, and others who handle lots of sensitive data, use such software daily and widely, this sounds like a discriminatory and illegal stance to me. Kind of a shame I didn’t ask for this verdict in writing. Care to reconsider?

I’m sure you know exactly why this is the worst way to respond.

I still kinda feel better.

“But…You Don’t Look Blind”

Inspired by this post, I decided to take her challenge, even though she’s said it about as well as anyone I’ve seen.

Sure, we’ve all heard it, or anyway, all of us who are blind have heard it. We know its intent, too. Of course it’s intended as a compliment. Is it a compliment?

As I’m so fond of saying, words mean things. Be careful which ones you use. “But…you don’t look blind”, “You don’t act blind”, “Wow, I forget you’re blind” have subtexts that you may not have considered, or even thought of, and probably didn’t intend, although if you think about them for a second, you might see them next time.

My first reaction when someone says that I don’t “look/act blind” is, naturally, “Really? What’s blind supposed to look/act like?” Usually, if I ask, it comes down to a lack of sureness or confidence, a slow and halting step, a bumbling and stumbling one’s way through life, things I don’t generally do (though, admittedly, sometimes doesn’t everybody?) So, the statement really points up a preconception that I, somehow, don’t fit into. I must, therefore, be special or better, or something. I assure you, I’m neither special nor better.

Some people may get this comment because their eyes look “normal”. I’m pretty sure mine don’t, if only because I don’t open them very wide, so that really can’t be why I get it sometimes. Most of the time, it’s pretty obvious I’m blind, and I’m OK with that. Sure makes some people edgy though!

Oh, but I didn’t mean it that way, I meant that, you know, you just function so normally. I mean, you do everything. You shop and travel and play games and use the computer and have a daughter and animals. That’s kind of amazing.

Stop.

Or put another way, when you’ve found yourself in a hole, stop digging.

I get it. I know you meant to say something nice, express admiration, even express that, “were our roles reversed, I’d curl up and die”, or something. Your intentions were good and kind, and I appreciate your intentions. But this is what I hear:

“Blind people don’t do normal things like have kids, pets, or hobbies, they don’t go anywhere, they need someone to mind them, they certainly don’t travel alone. Can’t expect much out of them really, what with their affliction and all.”

So you’re amazed today. What about tomorrow when you’ve decided that I’ve run up against some thing you just don’t think I can cope with?

Am I a one off? Am I really that special? Or is it just a fluke, and at midnight my carriage turns back into a pumpkin?

I have a friend who says that the greatest compliment you can pay a person who is blind is to forget that s/he has a disability. Really, I couldn’t disagree more. No, I am not my disability, but my disability is part of who I am…kind of like my odd sense of humor, penchant for random useless trivia, geek tendencies, love of animals, and sensitive nature. No, I’d say the greatest compliment you could pay would be to understand that I have a disability, then Move on and for god’s sake treat me like a human being anyway. Not an object of pity, not an object of misplaced awe and admiration, not Superman, not an incompetent, not a child. Just a human being, same as you. Maybe I’ll need your help with something different, but that’s about it. If you want to compliment me, that would be the highest compliment you could pay me. Ever.

Sorry Seems To Be the Hardest Word

I think Elton John, or perhaps Bernie Taupin, had the right of it.

Two of the things human beings seem to have the most trouble with for some reason are two very short phrases, sometimes related:

  • I’m sorry.
  • I was wrong.

Recently, I was put in mind of this, as I sometimes am. Sometimes it’s something that comes to mind because I seem to be saying both a lot. Sometimes it’s just random, because I’m strange.

Anyway, these are very simple things. Yet, simple does not always mean easy. No, these are not easy things at all, not for most of us, but they’re quite simple. My basic philosophy on both “I’m sorry” and “I was wrong” is this: offer them without reservation, without conditions, with no strings attached, sincerely, and from the heart. It’s a tall order. It’s something most of us are very reluctant to do. Well suck it up, buttercup, because that’s the only way that those things actually work. They have to be offered with no strings, with no reservations, with no conditions, sincerely, and from the heart.

A long time ago, I got a really great lesson in how not to offer an apology. It made such a strong impression on me that I refer to it still, and i bring it up in my mind when it’s my turn to say I’m sorry, so I know both how to do it and how not to.

One day, I came home late. It wasn’t really late, but it was later than I was expected. But I was going to university, and sometimes things happen that keep you out a little. So I walked in the door and I got an earful about how I should have called, why was I late, I was selfish and only thought of myself, and a whole host of things. This speech left me angry, resentful, and pretty miserable. In this state of mind, I went back to my room. In a short time, my mom came back and said, “I’m sorry I yelled at you, but you pissed me off.” Rather than its probably intended effect, the apology had rather the opposite effect. It isolated me further, made me even more resentful and angry, and was the one thing that sparked my intention to move out as quickly as possible. Probably not its intended effect, but that’s what happened. Looking back on it, I think, in just a few words, it broke every one of the rules I’ve made for myself when offering up an apology. So in that respect, it was valuable; it taught me how to do it and, as importantly, how not to.

The rules are simple, but, as I said, not easy. Here they are.

  • Say the words. I’m sorry. Or, I was wrong. Then, shut up.
  • If you need to explain what you’re sorry for, do that. But “I’m sorry” has to be the last thing. Because, shut up (See above). Something like, “When such and such happened, this is how I reacted to it. I was wrong to have reacted that way, and I’m sorry.” Then, shut up.
  • Mean it. If you say it and don’t mean it, the person to whom you are apologizing will know. Whether you mean it or not always tells. Always. So you’d better mean it, or else don’t even bother.
  • Don’t justify. Remember “Shut up”? Yeah. Don’t justify. Don’t qualify. DOn’t…do….anything else. You can explain if you need to, but explain, don’t justify. “My intention was [insert good intentions], and I’m sorry that that isn’t what happened.”

It’s true that sometimes, “I’m sorry” won’t fix everything. Still, if done right, and sincerely, it sure can help. When asked “Would you rather be right, or would you rather be happy?”, I’d have to say that, while being right has a certain amount of satisfaction attached to it, being happy is much, much better. (This is coming from a guy who has both been wrong a lot, and also insisted on his rightness a lot.) But being happy is a lot better, and I believe learning the art of the apology, a thing I’m still learning every day, has made my life and my relation to other people much more fulfilling.

Inspiration is…cheap?

I have a friend who is a guide dog user in Canada, and she says this about as well as I’ve ever heard. Have a look at what she says in this post. Consider her words, and consider the questions she asks. For another perspective, watch this this Ted Talk by the late (and much missed) Stella young.

Before you get your inspiration and then move on, consider: what skills or talents might that inspirational person have to offer, beyond the fact that they got up to do what needed doing in their day? You never know what you might have missed.

Is It Possible To Be Too Polite And Accommodating?

Marlon will appreciate this.

Not long ago, I made a friend. Yes, I know, it happens to the best of us, and sometimes, to the rest of us. But I managed it somehow, and, after chatting online a while, we managed to meet in meatspace. Since then, we’ve managed to meet up a few times, and she’s helped me out with errand running and shopping and things like that. I’m the first blind person Andrea’s really ever met, or at least been friends with, the case probably more often than it isn’t, but we developed a natural rapport without lots of awkwardness. Even so, a bit of miscommunication in the name of polite accommodation (on both our parts, I hasten to add), now gives us one more thing we can laugh at.

Anyone who knows me knows that I walk at a pretty decent clip. Melanie claims that I don’t walk, that in fact what I do (especially with Leno or one of his predecessors) is run. I think that may be stretching a point, but that’s what she says. Anyway, I told Melanie, after one of my shopping trips with Andrea, that “She’s a pretty slow walker, but at least she’s good company, and she doesn’t complain at the length of my shopping list.” This in sharp contrast to the Walmart greeter who helped me a couple times, who, had he walked any slower we would be going backwards, commented at the length of my shopping list, and would say things like, “Oh, hey, we’re really getting through this list” every 5 minutes or so.

This past Monday, Andrea took me downtown in among both of our errands to renew dog licenses, and to get Hilda her lifetime one. She told me where we were parked, and off I went, then remembered that I maybe should wait for her to catch up. I thought nothing of this, as this isn’t too unusual. Dog licensing completed, we did her shopping and my shopping. It took us a while, time passed, and the day got away from me, but that’s another story.

We were chatting last night, and Andrea mentioned that I was “kind of reckless” crossing streets. I protested that I certainly was not, at least not most of the time, When crossing near the municipal building, I had the traffic light and everything. She says that she was amused, and surprised. I asked, “Why surprised?” She responded, “Because we snail crawl through stores.”

Oh yeah. The lightbulb went on.

She was trying to accommodate me by slowing down. She’s never had a blind friend before, so how did she know? I never said anything, assuming she was just a slow walker…some people are, and I didn’t want to rush her if she was a slow walker. How did I know? After all, when someone’s guiding you, you walk at her speed, right? So here we were, both trying to accommodate a need neither one of us actually had. “My mama taught me to be polite,” I said. “Lol well, at least we can’t be called rude. Slow. Turtle like. Passed by a snail. But not rude. ” It’d probably be a great scene for somebody’s sitcom. You’re welcome. Anyway, we are both relieved that we don’t need to be so polite anymore.

So, just remember. It really is possible to be too polite and accommodating. Y’all blind folks, don’t assume those sighted people really need special accommodations. Sometimes they do, and we have to take their affliction into account by, for example, remembering to turn lights on. Sometimes though, not so much.

Just For Fun: Introducing Milton

Just for fun, my favorite daughter and I introduce you to Milton, an electronic game produced by Milton Bradley around 1980. This may well have been the first talking electronic game not primarily designed as a teaching aid. (Yes, I know Speak And Spell predates it.) If it wasn’t, it was one of the first at any rate. Considering the technology of the day and what they did with it, it’s pretty phenomenal. Here’s the Wikipedia page all about Milton. Enjoy this blast from the past…I know I did!

HumanWare: Final Resolution

This morning, I received a call from Renee Gosselin, HumanWare’s customer service manager, regarding our email communications over the past week.

First, she apologized several times for the way Humanware communicated with me. She was on vacation and was unaware that no one had called me prior to sending the email from last Friday. Reading my second email must have clarified this to her, anyway, as it is true that no one had called to tell me what the problem was. This, Renee tells me, is what was supposed to have happened. In theory apparently, before the email I got went out, I was supposed to have received a phone call. I never received one. Even so, she assures me that their email template will be updated.

Second, my problem was liquid damage around the play button. She explained that she was able to examine the damage; I’m not sure if this was through the mentioned pictures of the damage or the actual unit. So, I guess it must have gotten splashed at some point. Fair enough. She explained that sometimes, such damage can be easily repaired, but sometimes not, and sometimes they will repair rather than replace if they are easily able to do so, although such damage is not covered under warranty, being as it’s accidental damage and not a product defect. (I did not suggest that perhaps some additional protection against liquid damage might go into the product design…like sealing the spaces around buttons maybe?)

Third, she has offered to replace my Stream free of charge, due to the poor way this case was handled on their part. I should be receiving this replacement sometime next week.

Finally, I thanked her for resolving this case, and for her apology for the way this was handled. I then asked specifically about the problems I mentioned with deaf-blind customers not getting assistance when they called using relay operators. She said that this shouldn’t be happening, and that they even do internal calls where they set up test calls pretending to be relay operators. All the techs and service people should be aware of how to handle these calls, and it’s important that they do so, since they do have deaf-blind customers and even specific products for the deaf-blind. They even have at least one deaf-blind person in product development, so clearly this shouldn’t be a problem. She suspects that there may be a problem with the receptionists, who are sometimes students, or in any case, may not be waiting long enough or don’t handle relay calls correctly, and she will address this with that department. Finally, she tells me that any such problems should be brought directly to her attention, and she will handle these concerns personally. She did not, however, give me an extension or a direct email address. She wrote to me from the info at HumanWare address. Also, individual email addresses appear to take the form first name.last name at humanware, so one can try that route.

Renee seems very sincere about changing their customer service interactions. I’d like to take her at her word on this, but I think it’s incumbent on the rest of us to do so as well. If you have less than great experiences with Humanware’s customer service, get in touch with Renee. Hold her to her commitment. I, for one, am eager for their service to equal the quality of their products, and I look forward to that happening more.

HumanWare Follow-up: Too Little Too Late? You Be The Judge

Four business days after my initial email from my previous post went out to Humanware, I finally received a response. Without further comment, as I think both their response and my response to it speak for themselves,, here is the latest exchange. I referred to Renee by first name, in part because I am informal, and in part because calling a male Ms. or a female Mr. would probably be even more offensive.

Humanware’s representative said:

Mr. Brannan,
Let me start off by saying that I am sorry to hear that we offended you.   We do appreciate  your constructive criticism and we will take the time to re-evaluate  both our marketing and email messages. Please be assured that HumanWare cares about its customers and we are determined to continue to offer quality products and service.   Feedback from our customers will help us achieve this objective.
Sincerely,
 

                                                       
   
Renée Gosselin
    Directeur, Relations Clients
    Customer Relations Director
   
 

I responded:

Hello Renee:

Thank you for your note, and for your apology on behalf of HumanWare. I’m sorry to say, however, that you seem to have missed at least some of the point. Perhaps it’s my fault for not being clear, so I will attempt to clarify.

First, you failed to answer the important question relating to my case specifically, which should be simple, seeing as how you have pictures. What, exactly, was the damage to my particular unit? I still don’t know, and, of course, this is a fairly major point of contention.

Second, while it’s true that I was offended on a personal level, it is as true, and more important, that I felt that not just I, but your entire blind customer base, was disrespected. You disrespected us, not only by not providing information that it should have been obvious would have been helpful, but you failed to provide said information while at the same time being accusatory and confrontational. Just one of those two things would be bad enough on its own, but both in the same Email is pretty inexcusable, especially from a company that should know better.

In part, your email says:
“Please be assured that HumanWare cares about its customers and we are determined to continue to offer quality products and service.”

Unfortunately, I have no proof that this statement is true. Your saying so doesn’t make it so. In fact, since the community has gotten wind of our exchange, I have received several public affirmations that, in fact, quite the opposite is true, and that bad customer service is not uncommon. I had at least one person tell me that she now refuses to purchase Humanware products because service personnel refused to accept calls from a relay operator for the deaf, and that she couldn’t get service until a hearing friend called on her behalf. While this was, apparently, several years ago, it certainly does not back up your claim that HumanWare cares about its customers. It makes my exchange seem petty and insignificant by comparison.

Again, thank you for writing, though I would appreciate a fuller explanation of the damage not covered under your warranty, if only for my own education.

Cordially,

What To Do About HumanWare?

Back in August, I purchased a second generation Victor Reader Stream from HumanWare at a promotional price. While I thought that the included accessories were a bit stingy (a case with no belt clip and no SD card), I thought the device itself was well designed and well executed. The user interface was a worthy follow-up to the first generation. It has easy-to-use controls that are intuitive, and really, I liked mine so much that I often used it instead of other players I have around here, including ones on the iPhone.

Back in February, my Stream developed a problem. Some important controls (play, fast forward, rewind, and the sleep timer button) started acting strangely. They would either intermittently not work, or they would intermittently act as though multiple buttons were pressed at the same time, or one button was pressed multiple times. Both hoping the problem was a fluke and would clear itself up, and also because I had more important things to deal with at the time, I put the player aside. When, recently, I pulled it out again and the problem persisted, and my other irons in the fire were well into resolution, I called HumanWare tech support and sent my Stream off for repair. They received it Tuesday, and I received the following Email from them today:

Recently you sent us equipment for repair.

After evaluation,  the technician found out that the damages caused to your unit cannot be repaired.
We will have to replace the unit.
He also found out that these damages are not manufacturing issue and so cannot be covered under warranty.  We took some pictures.  If you need copy of them, please let us know.

Please find attached a copy of the quotation for a replacement unit.  As soon as we receive your purchase order or payment we will proceed the order and the unit will be sent to you.

Please take note that after receiving this quote, if you do not wish to proceed with the replacement unit, HumanWare will return the unrepaired unit and freight will be at your expense or a diagnostic fee, if applicable.  In case you do not require the unrepaired unit back, HumanWare will dispose of it for you. Failure to reply will lead to unit disposal after a period of 3 months following quote issuance.

If you have any questions please do not hesitate to contact the customer service department.

Sincerely,

Customer Service,
HumanWare Inc.

My first reaction wasn’t disappointment over my problem not being covered under warranty. (I did read the attached PDF and saw that I can get my out of warranty problem replaced for half the cost of a new unit.) No, my first reaction was to marvel at the sheer rudeness of the email. The problem wasn’t a manufacturing problem, it’s your fault, and we’ve got pictures to prove it. Rude and confrontational all on its own, but remember, this is a company whose primary audience includes people who are blind. This specific product’s main users, and buyers, are people who are blind. Those would be people who cannot see pictures, no matter how damning the evidence.

Of course, if this were merely an oversight, it might be excused, but it’s a pattern. HumanWare has put out several marketing campaigns with product teasers that were purely visual in nature. Hey, look at the picture of our new product! We won’t tell you what it is, nor will we describe the picture, but you’ll love it! Oh, by the way, it’s a braille display, we find out later. Really?

I should stress here that I don’t find fault with their conclusion necessarily. After all, I could have accidentally done something or other to break the thing. That sort of thing happens sometimes, in spite of our best intentions. My problem is with their delivery, which struck me as abysmally bad customer service. I therefore replied with the following:

Hello:

Thank you for your Email regarding my damaged Victor Reader Stream. While I appreciate your telling m that the repair is not covered under warranty, not being a manufacturing defect, I can’t say I appreciate your delivery. You have pictures and are happy to send them? Great! This would do me, as a blind person, and by the way one of your primary markets, any good, exactly how? Would it really have taken you that much more time to have explained, in plain language, what the problem was? “Unfortunately, it looks as though your Stream got splashed with water.” Or “Unfortunately, we found foreign matter in your play button.” Or perhaps, “Unfortunately, a peanut butter sandwich will not fit in the SD card slot.”? Really, an Email that says, “Sorry, it’s your problem, and we have pictures to prove it” is rude and confrontational, besides being terribly unhelpful to a blind person, who is, I may stress, part of one of your primary markets. I would suggest that this is an unacceptably poor level of customer service.

Allow me, if I may, to craft an Email that you may use in future dealings of this nature. I’ll even give this to you at absolutely no cost. Feel free to use it in full or in part. Do not, however, use the Email you sent me in future dealings of this nature.

———-Cut———-

Dear [Insert customer name here]:

We are writing to follow up with you regarding your recent repair request, with RMA #XXXXXX.

After inspecting your [product name], our technicians have determined that the damage cannot be repaired, and a full replacement of the unit will be required. We found the following problems:

* There was foreign matter dropped into the controls.
* Liquid damage from [water, coffee, etc.] is apparent.
* A peanut butter sandwich will not fit in the SD card slot. Please do not attempt to put one there.
* A crack in the control board indicates a drop from a significant height.
[And so forth]

If you wish to inspect the damage as outlined above, we can provide photos upon request.

Unfortunately, this damage is not covered under the limited manufacturer’s warranty, as it is not a manufacturing defect. Please see the full statement of warranty here:
[insert URL to limited warranty]

Since your [product] was returned to us within the warranty period, we are prepared to offer you a non-warranty replacement at half retail price plus applicable shipping and tax. Please reference [invoice number] when you phone if you would like to take advantage of this offer. For your records, we have attached an accessible PDF with full offer details. This offer is good for 90 days from today.

Alternatively, if you wish to have your damaged [product] back, we require that you pay return shipping charges. If you do not wish to take advantage of our replacement offer and do not want your damaged [product] back, we will be happy to responsibly dispose of it for you at no additional charge.

If you have any questions or concerns, please phone or Email. We are available weekdays from [range of hours], Eastern time.

We appreciate your business. Thank you for being a HumanWare customer.

Sincerely,
Joe Schmoe
HumanWare Customer Service

———-CUT———-

Let me stress here that I have no doubt that you really do have pictures of the damage. I also have no problem believing that the problem is not covered under the warranty terms, not because I know what caused the problem (I don’t), but because, let’s face it, stuff happens, sometimes stuff even happens of which one is unaware. It would, therefore, be really helpful if you could tell me, in plain language, the nature of the problem, so that I know what caused the keys to do the strange things they were doing. I would really appreciate this information.

I really love the Stream. It’s a fantastic product. It does what it does very, very well. It is well designed and easy to use, and I’ve found that I have started using it in favor of other book players I have around here, including ones on the iPhone. So, yes, it really is a great product for the tech savvy blind guy, too. I would even like to get a second one for my wife, who has just lost all of her remaining vision, has very little feeling in her fingers, and is not at all technology friendly. She has a first gen Stream and likes it a lot, and I know she’d like the new one even more. Unfortunately, due to the nature of your communication, I honestly don’t know what I want to do about either a replacement or a second unit. How can I, in good conscience, support a company with so little regard for its target audience? After all, your Email is only one of several such instances; I reference the several years of product teasers (at least one of which was for a braille display) that were purely visual in nature. Can I, indeed *should* I, support a company who, essentially, thumbs its collective nose at the population it purports to serve?

Cordially,

Whether HumanWare was right or wrong in their determination isn’t really the point. Well, I guess it kind of is, because I have no idea either way, having been given no information about it. But even if they were correct in their assessment, their handling of how I was updated on my repair status left pretty much everything to be desired. In short, their Email was a great example of how not to do customer relations. If you do customer relations this way, stop it. Please. Just don’t.

The Budcast: Fopydo Scanning Stand

It’s been a long, long time since I’ve posted anything like a podcast. True, this isn’t much like much of anything, but I wanted to get it out as soon as possible, without a lot of fuss. So, in my usual, casual, unedited and sloppy style, here it is.

The folks at Fopydo have developed some low-cost stands for general photo taking and document digitizing with an iPhone, tablet, or digital camera. After expressing some interest in these, I was able to test some of their offerings. The latest is a stand that Fopydo has designed specifically with the needs of blind and visually impaired OCR users in mind. At a projected selling price of $10, this is going to be a hard one to beat. In this latest Budcast, I describe the stand and put it briefly through its paces.

If you’re interested in finding out more about the stand, or about a projected availability date, drop Fopydo an Email as directed on their web site. Tomek is definitely interested in our needs and in making a product that will be of benefit to us.

One thing I forgot to mention in the recording is that there are holes in the back of the stand to assist with raising the stand to capture larger documents. These guide holes help to ensure that both sides of the stand are level and the height is predictable. The guide holes are on both sides where the L-shaped base wires fit in the back of the stand.