OK, I'll throw another thought at you from my side of the counter.

How many of you have ever spent the time to give a retailer an honest and thorough review of the service you received?

Let's not assume that the experience was so outstanding that you just MUST tell the retailer how well they did. Let's assume that you are satisfied with your purchase, that you were treated well, the only thing missing from the entire experience was say, a little "How did we do" card that you can fill out and send back.

It would seem to me that this business of kilts would be a small world. One where we all know each other and all share something in common. Would you not assume that 1/2 or even 1/3 of your customers would send an e-mail or maybe make a phone call and say stuff like..."I liked your product and I liked your shop, but you seemed to be grumpy that day." Or how about..."You make a very nice kilt but I noticed that the floor hadn't been swept in a couple of days."

I have never received an honest review or critique of the shopping experience at FK. Not one. It makes me wonder sometimes if I did something wrong, if perhaps I had done something different I may not have just sold a kilt but gained a friend.

If our goal is superb customer service then we on this side of the counter really need this feedback.

See, I know I'm a curmudgeon. I know and fully expect that I may come across as a total jerk to some of my customers. I don't want to, I want their experience to be equal to the hard earned money they spend in my shop. So where did I put those little "How am I doing" cards?