Getting our customers feedback has made all the difference in the world to this Company. Sometimes, truly, it hurts. I was just looking back to comments on this blog from a customer who responded in 2007. They were so disappointed with the custom work we had done for them as many of the containers had opened up in shipping and spilled their contents. Even though this was seven years ago and the response was quick to resolve the issue, it didn’t matter. I still had the same anguish when re-reading it as I had when it occurred. I’d love to delete these off the site, but then it serves us all here as a reminder that mistakes will happen, and it is up to us to respond quickly and appropriately to recognize, admit, resolve and fix. This is what we want as consumers and nothing less should be expected of us as providers.
Our Materials Support Specialists respond to close to 14,000 emails, phone calls and letters a year. They provide a global lifeline to artists who are often working in isolated studios trying to make all sorts of things work, from the expected and traditional to pure alchemy. We are delighted as we receive the gifts of the many compliments for our work and product. But it is the failures… when we fall short of expectations in your eyes that also need to be carefully received as gifts as well. For every customer that speak up about an unexpected or failed result, how many customers simply don’t respond at all and simply dismiss the issue as either their fault or that it is just a poor product.
The value of our Materials technical team is realized when our customers are willing to share what is not working before assuming that no help is available to resolve their issue. We learn each time and share that learning with one another continually. Your feedback matters!