I received an interesting call the other day from one of our customers.  The call started as most do, asking for some information about some of the products we sell.  Once I had answered all of his questions, he said he wanted to apologize.  I was caught a bit off guard, and inquired what he was apologizing about.  He was worried he may have offended me with a couple posts he had made in a popular forum regarding our company, and it's deficiencies.  He didn't call me an asshole, insult my family or try to harm me in any way.   It was strictly directed toward our company.

So I'm here, on the record, to set everything straight.

ClubHeli is not perfect, and I'll be the first to admit it. 

Of course every company's goal is to be perfect, but this is the real world.  In the time we have been in business, we've made great strides in accomplishing each goal we have set for ourselves.  But with each goal we accomplish, a new challenge comes with it.  Do we respond immediately to every email we get? No. Do we answer every phone call we get? No.  Do we get every single package out the door in the time frame we want? No.  We have been fortunate enough to do all of the things listed above for an overwelming majority of our clients, but unfortunately, a few slip through the cracks. 

So your probably wondering what the hell my point is.

My point is, I actually appreciate the information.  Companies spend TONS of money trying to get that information.   Deliquent responses to emails, missed phone calls, inventory issues, order issues...we want to know about it.   Publically or privately.  You can't insult me, offend me or hurt me.  There are no "Black Lists".  I've got pretty thick skin, and I can handle it.  And if it's true, you certainly have no reason to apologize.  How can problems get solved if we don't know about them? 

ClubHeli is in a constant state of change, and most of that has been a direct result of  customer feedback.  It is SO important to us.  We feel ClubHeli is just as much yours as it is ours, and your thoughts never fall on deaf ears.

 

-Rick