I'm an Operations guy, which makes it easy to talk about how something "should" work. But rather than talk about what "should be", it's better to start with one central question – what are the results saying? Results don't lie, they can't be debated about, and they are not personal (they are facts).

There are a few main types of results we like to focus on – one of them being what our Customers are saying.

We've learned more from our customer's feedback about what to refine, revamp, and add-on to than we have from any book or other company's model. We're interested in hearing what our customers are saying about our process, the fulfillment of our obligations, our customer service, and so on. Their feedback is priceless, and gives us a true look at what reality is, even when something may "feel" good to us internally. Afterall, brands are all about who other people say you and your company are.

So that said, if you're reading this as one of our customers, don't be shy about letting us know what you really think. You're part of shaping who we are and who we become.

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