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<p>[QUOTE=&quot;USS656, post: 197183, member: 6641&quot;]<span style="color: black">This point is one of the most important when it comes to customer satisfaction.&nbsp; People want to know what is going on and as soon as possible.&nbsp; Bad news or good news, it doesn&#039;t matter, just keep the customer informed.</span></p><p><br /></p><p><span style="color: black">I have worked either in Customer Service, Marketing, or Quality Control for more than ten years now and it has always been the same.&nbsp; The customer is more understanding if they are kept informed, and trust the source.</span></p><p><br /></p><p><span style="color: black">Some companies do not want to air their dirty laundry because that would draw unwanted attention.&nbsp; The better companies have come to realize they build consumer loyalty by treating their customers with respect and understanding. In return, most people respond likewise.&nbsp; They also use these opportunities to reevaluate and adjust operating policies, and processes to help improve the business. </span></p><p><br /></p><p><span style="color: black">I hope the people and culture you speak of at the mint come to realize the upside of good and accurate communication.&nbsp; </span></p><p><br /></p><p><span style="color: black">Each customer needs to be treaded as a real person that needs answers, not just another order that has an issue that will work itself out in the end.&nbsp; Push the information out to the customer; do not wait for the enquiry.</span></p><p><br /></p><p><br /></p><p><b><span style="color: black">Thanks ND86 for always taking time from your day to help the rest of us understand what is happening! </span></b><span style="color: black"> I for one, really appreciate the information. I have a personal attachment to every coin I order from the mint.&nbsp; They are all important to me and I wait anxiously to hold and admire each one.&nbsp; Most are admired as much as any nice piece of art we collect.</span></p><p><br /></p><p><span style="color: black">Best Regards,</span></p><p><br /></p><p><span style="color: black"><font face="Times New Roman">Darryl</font></span>[/QUOTE]</p><p><br /></p>

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