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.
Of course, positive feedback makes us feel good! Constructive criticism, however, helps us grow as a company and as professionals. Here are a couple of constructive things we’ve heard recently, and what we’ve done to improve our product and service:
Problem: Customer had trouble keeping the sunshade standing in strong winds.
Answer: Better instructions with each purchase; setup help (video, photos, blog posts)
Problem: Concerns regarding durability & rust-proofing for poles.
Answer: We have worked hard to test out rust-proof options from aluminum, that do not sacrifice anything in terms of strength. And we’re happy to announce they’ll be available soon!
Problem: Complaints regarding amount of shaded space & height of sunshade.
Answer: More customer education regarding appropriate size for family; testing with different size configuration; offering extra poles for purchase, for lighter/no wind days.
In the past year, if there’s one thing I can say we do DAMN well, it’s customer service. We make ourselves available (to a fault sometimes). We listen to our customers. We make sure people are happy, and if they aren’t we address the issues head on. I am very proud of where we’re going and am excited to turn thousands of happy customers into tens of thousands. =)
If you’re happy with us, we’d love to hear it. And if you’re unhappy with us – we would STILL like to hear it!
Bring it on and #stayshady =)
Otentik USA | Big Kahuna
321 323 9138