Never, ever reply to an angry librarian who you have clearly offended with something like this:
“Dear Ms. Rogers, I am sorry that you were having such a bad day when you responded to my email.”
It is, quite simply, unacceptable.
The American Chemical Society has a lot to answer for.
Fortunately, this did not come from my primary contact at ACS, and my sales rep is responsive, understanding, and does a good job smoothing ruffled feathers. But I’ve made it clear, and i believe he understands: If you want to sell me an expensive product, you better damn well make sure I want to do business with your company. This? THIS IS NOT THE WAY TO DO THAT.