Personally I think they went downhill here when Mitch stepped away and Stan stepped in. Stan seemed to have issues answering grower concerns/questions directly, to the point where we had to create a special "request" form for growers to fill out that had to be approved if you even wanted to ask a customer service related question. We ended up babysitting their subforum for a long time (which sucked, because that was their job.)
I have trained hundreds of sales and customer service professionals. (I was licenced by the provincial government to do this)
There are statistics (from medicine) that can apply here.
* If a brilliant doctor does good work but has a poor bedside manner, they are likely to be sued.
* An average doctor who does typical work but has a great bedside manner is not likely to be sued.
* A great doctor who does great work and has a good bedside manner is going to get rich and be loved.
Other stats show that one complaint represents dozens who did not voice their concern. And a problem promptly solved results in dozens of new referrals. A problem poorly dealt with results in hundreds of bad reps. Do the math...
I got prompt and good info from Mephisto right here and appreciated it. (Before they dissapeared)
Years ago, also here, I struggled with Dynafem customer service. If I recall a staff here even called them out on it. The experience made me stop browsing their seeds. Can't say for sure but service level is probably a factor in their demise.
I got terrific service from the Vault and I'm happy even though the seeds had poor germ rates because
they reached out to me before shipping because only single packs were available and they put lots of extra packs in my order.
I get that Meph staff are super busy but I also know that with a plethora of new products there will be a plethora of questions to be answered.
The importance of this should not be underestimated.
It is worth it to them to blog here.