Susie,
Maybe you could forward the following, or send me the correct email address. Thanks.
Dear Paul,
Thank you for your quick response to Susie924's email describing the "strange" insert included with her MyMusicCard CD package. I concur,"...mistakes do occur from time to time."
Please allow me a few short comments. I have been a TSIG shareholder since May, 1998. I have very high confidence in the ultimate success of your business model, and the corresponding growth in the TSIG share price.
My current position is as the senior sales/marketing officer for a finacial institution based in the northeast. For most of the previous two years we have been working very hard to help our employees understand what it takes to have a true customer centric strategy, and what is the right behavior to make it work. Needless to say, it ain't easy!
Once into this mindset, it is very difficult to accept things as they used to be. Mistakes are still made, but resolutions are faster, more upbeat, and to the best of our ability, done to the complete satisfaction of the customer. Most customers today won't accept anything less, and have no problem voting with their feet.
My suggestion is as follows. You stated that TSIG and amazon.com share the same fulfillment house. You are both customers of this fulfillment house. My guess is there is a full-time quality manager at amazon.com. That person's marching orders probably specify something in the neighborhood of zero defects.
My suggestion is as follows. Don't accept these "mistakes". Make sure the fulfillment house is aware of everyone you find out about. It's a pretty good bet that amazon.com is doing it. Today's customers have high expectations, and TSIG should be part of that mind set.
My instincts tell me that TSIG has the potential to be one of the top three or four internet CD distributors, this on top of being a premier fund raising packager. Meeting and exceeding customer expectations will be critical to getting and staying there.
Final thought. When you get some positive cash flow, please place some printing or your logo on your shipping packages so the customer immediately knows where it came from.
Best of success!
John |
