Here's my two cents...

I run a national retail division that supplies product to large home center type chains… think Home Depot - Lowe's etc.

In the constant pursuit of efficiency, lower costs of goods etc..we are constantly evaluating our processes from packaging to product formulation and equipment to determine where positive changes can be made.

With any change we make, here is one thing that must stay constant in order for us to continue to offer products, that constant is end user customer satisfaction. If I cut corners or make changes that result in an inferior product I will most likely lose market share.

There have been times where the decisions we made were not the smartest, (i.e. Those that use our product frequently are not the type of customers we want…B. Ben Baldanza). When that happens I generally learn about it from an email or a phone call from a long time user of our product. My job is to sift through this feedback and determine what is legitimate and what is just whining by the consumer. (The whining part happens a lot BTW).

Based on this feedback we determine if changes are necessary to maintain our reputation for quality products.

The point I am trying to make is that any company worth its salt will value honest feedback from its customers because they know or should know these customers that send feedback are among their most loyal. Of course these feedback should be given in an appropriate manner. If the feedback appears to be just whining me,me,me stuff it will get ignored.

So, I for one will continue to send feedback to any company where I do not like changes made. This includes Airlines who make bone headed decisions.

Bob…count me in as one of your supporters, within reason that is..and pass the porn.

rawbert