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Happy_Unhappy_Otentik

Unhappy customer = learning opportunity

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Being the “people pleaser” that I am, it’s hard for me when a customer is unhappy with our product or service. Fortunately it is quite rare, but each time it happens we use it as a learning experience. This duo of husband and wife teams began this venture less than two years ago. For me, the connection was clear. I’m good friends with (and a former co-worker of) Ilan Elimaleh…the brains behind Otentik. He developed this awesome, novel product and we received one as a gift before they were even available for sale (7-ish years ago). After moving back to the US, we discussed importing and selling Ilan’s wonderful creation with our friends (and now business partners), who were equally in love with the product. And so our woman-owned-hubby-supported business was born!

The past year has been a wonderfully exciting, busy and challenging time for us. It’s a lot of fun sharing our collective experience with others. We have racked up a pretty awesome customer base and some really rave reviews. Our Amazon product rating is 4.5 stars and 5 stars in seller reviews. The drive for our business comes from wanting to share a simplistic, useful and versatile product that we truly think people will love. Not everyone does, though.

While unhappy customers are rare, they do happen – with all products. One thing that is certain, however, is that we do right by our customers and make ourselves available as much as possible, particularly for setup help. Usually, a few quick tips is all that’s needed to get people sorted out. Continue reading