We disappointed a lot of customers at launch because we thought they'd do their research and then call us. But Internet consumers have much higher expectations for product information and service. But even that level of service proved insufficient. So we now do just that. We get thousands of requests for patterns every day.
Consumers are the kings and queens of our world.
To be successful, you must transform your business to accommodate their needs. Katzman keeps service in mind all the time. It was on back order. The UPS guy was still there talking to my wife. That tight integration of customer service and ease of navigation is what's going to win.