Longterm feedback

The feedback we receive from our customers is a cornerstone to our business success. As a micro business we don’t have the means or the time to constantly chase the “NEW” customer to improve the bottom line. We have to (and want to) satisfy both the immediate and future expectations/needs of our established customer base. As makers, we are not buyers. We would be foolish to presume we know what the customer wants. Which is why we actively seek opinion from purchasers. Prior to purchase, where possible, to provide the product that would most suit the individual, and after purchase to ensure the customers level of satisfaction and area’s that perhaps can be improved on. It is the buyers that ultimately guide our business direction. On occasion, we contact customers to see how, with time, they view their purchase. One such reply was received today, you’ve gotta love it.
The lady, whose response I’ve included below, contacted me in 2005, unhappy. In 2003 she had purchased a pair of our Pure Wool Mongrel Socks whilst in Tasmania, loved them, wore them around the world,(she’s a travel writer, based in the US), wrote lovely things about them and two years on they wore out! We commuinicated with her, that we felt 2 years from a pair of our pure wool socks ( actually any socks) wasn’t too bad, but obviously, more important to her was socks that stood the test of time rather than the ultimate comfort and luxury, premium quality pure wool provides. Same as why top end car buyers choose a Hummer over a Jag. Grunt over Luxury. In a gesture of good will we provided her with a pair of our high performance Tuff Mongrel 60%Wool and 40% Polypropylene socks.

So….. what does she think another 2 years on in 2007.

Hi Helen,
I know how important it is, when dealing with customers, to track product satisfaction (or dissatisfaction). As you may recall, I originally contacted you because my favorite pair of Mongrel socks, which I purchased in Hobart, developed holes in the heel portion of the sox. When you became aware of that, you sent me theTuff's.
I love your sox, whether the Tuff or the original multicolored Mongrels. The solid red is a more conservative color and I found them tough-wearing and warm. I still have them and am going to put them to the ultimate test soon --a winter with me in northern Wisconsin.
I was fortunate to find a Russian lady, who knows how to darn sox. She got my multi-colored Mongrels up and running again with her expert repair.
Who markets your product in the US? Are you in need of a rep?

Happy Halloween,
Dxxxxxxxxxx