[RonDog]

From Complaining Customers are Good for Business:

by Bob Leduc

"Remember the Coca Cola marketing disaster a few years ago?
They tried to switch Coke drinkers to New Coke. It didn't work. Fortunately, the company quickly recognized the problem and had the resources to recover fast. Their follow up research revealed that only 1 unhappy customer in 50 takes time to complain. The other 49 just quietly switch brands..."

THIS is my concern. WHO KNOWS how many lurkers and newbies will leave in frustration.

Fortunately, we have a lot of veteran FReepers who are not afraid to SQUAWK when there is a problem.
And, perhaps even MORE fortunately, John Robinson seems to be a fast learner! ;)

[pt17]

Yup, the so-called "whiners" and "complainers" are one of the best/most important signals/resources an enterprise can have because they're often the tip of the iceberg that can sink your boat. The youngsters who've never had to run a business or organization don't understand this, often because their ego gets in the way.

[SunnyUsa]

"Their follow up research revealed that only 1 unhappy customer in 50 takes time to complain. The other 49 just quietly switch brands..."

This is true of so many different types of businesses...Why spend your time or money somewhere especially if it seems like they business doesn't really care whether their customers like things or not.

I still think the site looks amateurish...especially the main page.. It has the look of the yahoo clubs/delta forums.. Even the graphic, I love the red/white&blue but I don't like the cartoonish look to the page.

This will be a positive for alot of us because in a way we probably many of us will spend alot less time here, (getting things done)

In the end the Robinson's will be able to tell if this was a success or not, they'll have the number of hits/activity/$$ etc....