I dash into Victoria's Secret to buy a few new bras. (I really have to remember not to put them in the washer and dryer!) I know what style I like and I know what size I take. I plan on this only taking a few minutes. I go to the usual display and no bras in my size and a note saying that they now only make this style in smaller sizes. What the hell? Aren't we all getting fatter, shouldn't they be dropping the smaller sizes? I call over the manager. She confirms my suspicions. Tells me that others have been upset about it too. I ask her if this was a big seller and she confirms it was the best selling line the store carried. So I ask her why on earth they would stop making it. She confirms that they must be crazy and says I should write a letter to Corporate.

So, here I am, a great customer and they have done away with not only my favorite style in my required size, but they have also done away with a best selling line in many sizes. Shouldn't Corporate be hearing about this? What are the chances I am going to go home and write to them. Well, it is me, so it's possible. But the chances of all of their upset customers letting them know is very low. So, why not have a form right there in the store that I can fill out and they will send to Corporate, or a form that can be folded into a stamped addressed envelope that I can take home and send to Corporate? If it was your company, wouldn't you want to know all the feedback good and bad from a customer.

Great companies make it easy for customers to give feedback. Don't you want to have a great company?

Gillian Parrillo
The Sacramento Executive