Solmates Report Card

We sell high fashion custom made no line progressive reading sunglasses via the internet. Selling things on a web-site if very efficient. It is a neat and tidy sale assuming you have a quality product to deliver, which we do. In most cases you never talk to, much less see your customer. That is the tricky part for Liz and me.

We know our customers names and addresses but the rest is a mystery. And what makes that hard for us is that we feel oddly connected to each and every person who orders from us, because well, they order from us. We so appreciate the business!

After a year of selling our beautiful line of sunglasses, we know that we have a very low return rate. We also know that we receive lots and lots of positive feedback via e-mails and on the phone from people who tell us how much they love us, I mean our glasses (for us, it is one in the same!).

However, we were talking with a marketing agency the other day about how to reach the 80% of people that we don't hear from. We assume they are thrilled with their purchase but how can we really know? They told us we needed to have a multi-level e-mail campaign that asked lots of questions. My concern is that people don't like to fill out those kinds of surveys. 'No, no', they said, 'people do like surveys'. Who are these people?

This sounded too complicated for me and how many questions can you really ask someone about a pair of sunglasses? All we really wanted to know is whether are customers love, like or don't like our sunglasses. So, I picked up the phone and called all our customers who have bought out glasses over the last 12 months. I couldn't reach all of you, but I did reach most. I don't like it when people call me for this kind of thing so I kept the conversation brief. What I found out is that about 85% all of our customers give us an 'A' rating and said things like, 'I never go anywhere without these glasses', 'looking forward to my next pair', 'these glasses are magic', or 'I have told everyone about them'. About 12% gave us a B rating which means that they like the glasses alot but only use them for certain things such as reading a book in the sun, fishing, reading their IPOD, flying a plane, etc. We do have a small percentage of returns and always happily refund any customer who is for any reason unable to use their Solmates.

If you purchase a pair of sunglasses from us you will also find that we are relentless about making sure you have the right frame and lens type to suit your needs. If you don't believe us, put us to the test. You will not be disappointed. Either Liz or I will be catering to your every reading sunglass need. We try not to be so obsessive, but honestly just can't help ourselves. We want to make you happy.