Just received this email which I am posting in its’ entirety:
A message from the CEO of Highland Woodworking
While we make every effort to please every customer who chooses to do business with us, unfortunately we don’t always succeed, even though pleasing our customers has been our greatest source of satisfaction for over 30 years.
The Internet has dramatically changed the way people shop, and the way merchants peddle their wares. Information can now travel at the speed of light.
So why am I bringing this up now?
It’s in response to the frustration I feel when we don’t click with a customer, and then for some reason, nothing we’re able to do seems to rectify the situation to everyone’s satisfaction. That happened to us this week. You can read it about it here in the Google Places review dated August 10, 2011.
Online reviews of businesses and their products are a truly great resource for helping people choose what to buy and where to buy it. Sometimes though the picture gets distorted because it’s often only the unhappy customer who takes the time to express their feelings and describe their experience in a review.
We’re particularly troubled by the impression people may get when they first read that August 10 review, even though I have placed a response to it online. We would love for our reviews on Google Places (and elsewhere) to actually reflect how most people feel about Highland Woodworking.
If you would care to weigh in with your own impressions of the quality of our tools and the helpfulness of our sales staff, I invite you to click here and take a moment to write a short review based on your own experience.
Please know that we appreciate the support of all the customers who have enabled us to continually grow our business since 1978, and we always welcome and appreciate your feedback.
Chris Bagby, owner and founder
Highland Hardware, Inc.
If I am wrong in posting this, Martin, please delete the post.
-- Lew- Time traveler. Purveyor of the Universe's finest custom rolling pins.