Customer feedback and humble entrepreneurial pie
We've been getting a lot of customer feedback in response to Judy's Book evolution. This post should give you insight into some of the dialogues that I've been having lately. This feedback is not positive -- it's hard for an entrepreneur to hear this about their company. Especially when the customer is right and reasonable. That said, this feedback is critical to hearing AND responding to....it points out the areas in your company that are weak.
All in all, this correspondence is a healthy piece of humble entrepreneurial pie.
This is my response to the customer
Thanks for taking the time and care to provide feedback. I'd like to take a moment to respond to your 4 comments:
i) You are right. As a company, we've had a bigger appetite for feature and scope than what we've been able to digest in terms of delivering users a quality user experience. I am aware of this fact and it is a flaw in our culture that I am working hard to correct. You are right to point it out -- as has my lead investor Brad Feld -- and all I can say is that I acknowledge the weakness and I hope that what we put out in the future is an improvement.
ii) A follow up to your point above, we are working on creating a higher quality integrated user experience for Judy's Book users. This will take a few months of work -- and will be iterative in nature. As you may know, we're working hard on evolving Judy's Book into a place for smart shoppers.
iii) Timely response to customer service requests is a fair and reasonable expectation (period). Servicing a large community site with such a small organization is a challenging task -- but not responding is unacceptable.
iv) Your t-shirt : Simply, this was a well intentioned error. Please tell me the correct size so that we can get you the right size shirt.
I'm sorry if you're experience has been sub-optimal ....we're working hard to improve the experience and provide more value to our customers.