CUSTOMER FEEDBACKS, MUSIC TO ANY COMPANY'S EARS

Early this morning, I got a letter from our International Partner that a local customer had some issues with one of our products. I instantly realized that this was such a great opportunity to exercise and build our company's name through our customer service.

Any customer feedback, regardless of the nature, whether good or bad should be music to any management's ears. For me, they are like the round tones of Wes Montgomery's guitars heard on a jazz bar beside a pristine lake in the middle of the night. (With an ice cold beer in one hand and my wife on the other. =)

Following are actual correspondences I had with the customer. Thank you sir for contributing to our career.

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Dear Mr. -----:

Thanks for your response. It's refreshing to know there are businessmen out there concerned about their customer's feedback/experiences and satisfaction. You are to be commended.

My home address is:

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As to the shoes: ----------- - not knowing what kind of response I was going to get, I went ahead and had a shoe repariman look at it... Turns out the problem was that your manufacturing crew didn't put enough adhesive for the sole attachments. My repairman just fixed it perfectly with enough rubber cement. He even managed to re-attached the ---- logo at the bottom of the heel perfectly. He did tell me to let it dry completely before wearing it. So I now have it sitting turned over on a platform out in the yard so the sole would be exposed directly to sunlight - to speed up the drying process. Hopefully, I should be able to wear it in a day or two.

I would appreciate it very much if you're still sending a replacement and i will go ahead and ship what I have as soon as I get the replacement. You said it's a higher model... before you do anything, please send me a photo of it... as I am very particular of it's color and style. I chose this -------------- because of it's simplicity and muted colors.You said you're leaving Oct. 8th for the states.. with this situation, I may not be able to send you the shoes in time... and it won't look like the foto i sent you because it has been repaired. I would suggest that you use the photo i sent to show to the ------ management in the states. Am sure you will show them my emails, as well.

I am 5 feet 6.5 inches tall, weigh about 169 lbs and my shoe size for the ----- is 9 (US).

Again, I am very pleased with your reponse and I thank you.

Best,

L-- M-------c

----- Original Message -----

Sent: Wednesday, October 03, 2007 9:06 AM

Subject: Our Sincerest Apologies

Dear Mr. M------c,

We would like to apologize for what happened to your -------------.
We will be more than happy to assist you in resolving this matter.

Could you please send us your home address complete with Zip
Code so we could send you your replacement unit? We shall be
replacing it with a higher model. May we please have your
Feet and Body Size too?

I am ordering that all our ------------ be pulled out in the market
in order to avoid any similar incidents from occurring. Your feedback
was instrumental in helping our company provide better customer
service.

Following is our DHL Shipper number. May we please request
that your unit be sent to us so we could present it to the US when I
Visit them on the 8th of October 2007. Please inform the DHL
personnel to charge us for the shipping.

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Again, thank you for your kind understanding and we hope to get
your residence address so we could facilitate the replacement.


Sincerely,

--
JC B. Borbe