Customer Satisfaction

The good thing about this blog is that it allows me to make all my dithering about our business public and I can get it off my chest. That is a good thing for me, but maybe not such a good thing for you. Cathy and I are feeling as though we are at a juncture. We might be through the juncture, or waiting for the light to change, whatever. We hired a new advertising agency, and a new ecommerce company and so far everyone is playing nicely, and Cathy and I are watching all of the cash drain from our company account, but it is that cash that is helping us all get along so well.

But every once in awhile we have little crises of a fundamental kind. Our customers seem happy but there is a group from whom we have never heard. So Cathy decided that she was going to reach out to these silent Solmates Sunreaders customers and call them to follow up on their satisfaction or lack of satisfaction. She is brave, but smart. Let us see what they say, do they love their bifocal sunglasses? Do they hate them? Do they want full credit and a return? Do we have a business model here or are we deluding ourselves?

If Cathy calls you, please pick up. Do not make her explain the whole reason for her call on your answering machine. Please don't make her grovel. And please be honest, because we will be reporting the results out here in cyberspace, where everyone and noone can read them.