Prior to Westcon, Molfetas was CIO
for Xerox Engineering Systems (a subsidiary of Xerox Corp.) and held senior IT
positions with Pearson Publishing, Pepsi
Cola Corp., and Dannon Yogurt Co.
Molfetas holds a bachelor’s of science degree in management information systems from Pace University and
an MBA in marketing from Fordham
Recall provides nearly 80,000 customers worldwide with services in document
management, data protection and secure
destruction. With more than 4,600 team
members, the company manages 300
record storage facilities in more than
>> NAID BRIEFING
Boston-based Iron Mountain Inc. has
announced the acquisition of Accutrac
Software Inc., Irvine, Calif.
Accutrac provides records management software and professional services.
Iron Mountain expects that Accutrac’s
client-based software will enhance its
records management capabilities by
helping customers to better manage,
retain and access records throughout
their life cycle.
“Our customers want us to partner
with them throughout the life cycle
of a record to help reduce the costs
and risks associated with information management,” Greg Nicastro,
executive VP of Integrated Solutions
and Development, Iron Mountain,
says. “Accutrac’s software gives us
the ability to begin that partnership
earlier in the life cycle. Additionally,
Accutrac’s licensed-based software
delivers robust records management
functionality and the flexibility to integrate with other software applications
like Enterprise Content Management
The Accutrac XE application facilitates active records management
Tell Clients What They Need to Hear
BY BOB JOHNSON
Strengthen your customer base by taking the honest approach.
There is a big difference in telling clients
or prospects what they want to hear
instead of what they need to hear.
Telling them what they want to hear
is certainly easier. And, telling them what they
want to hear might make you their hero for the
moment. But in the long run, telling them what
they need to hear is going to result in strong,
loyal customers who will appreciate your professionalism and consider you a responsible and
Let me give you an example of what I’m
talking about. When looking for a service to
remove old computer equipment, a client will
undoubtedly come across a
company who will take the
computers away for resale,
promising to overwrite
all the hard drives. It’s a
win-win situation, and the
client probably loved hearing what he wanted to hear.
But then another salesperson explains that all
hard drives have a few damaged sectors. And,
further, in the event that there are more than 10
bad sectors, the hard drive should be physically
destroyed. This is not such good news, because
there is the potential of a fee for disposing of the
computers that cannot be resold.
Which of these service providers is going
to do the best in the long
run? Which one do you
want to be? Which one
will the client believe?
NAID has always
maintained the position
that a reputable informa-
tion destruction company does best in an environment where the customer is totally informed.
Capitalizing on confusion and ignorance in the
marketplace is the realm of the charlatan.
It is no different than when we had to tell
clients who were expecting to be paid for office
paper that, instead, they needed to pay us for
secure destruction of their documents. We all
know how that has worked out. Those of us who
were telling clients what they needed to hear are
the ones that thrived.
Telling clients what they need to hear is
always a better strategy than telling them what
they want to hear. You won’t always walk away
with the business, but long term, you will end
up with a much better client base and a stronger
Bob Johnson is the executive director of the
National Association for Information Destruction.
He can be reached at firstname.lastname@example.org.