In February 2010 we randomly surveyed over 500 ProSmile™ customers. Many thanks to you who participated in the survey. The primary goal of the survey was to find out what our users wanted to see improved in ProSmile™, and in our service in the future. I'm happy to say we received a wealth of feedback that we're already pouring into our development efforts to make ProSmile™ better than ever.

When we asked what their over-all satisfaction level was with the ProSmile™ Professional Teeth Whitening System, the answer was overwhelmingly positive: 94.4% answered satisfied, very satisfied, or extremely satisfied with ProSmile™. In fact, the large majority (66.3%) were in the VERY to EXTREMELY satisfied categories.

I think the positive response can be attributed not only to a top-notch product, but to an excellent tech support team. I'm truly blessed with a great staff of people working for me, so I'd like to give them a big pat on the back (..pat..pat..pat).

Our relatively small group normally turns around all e-mails in 24 hours or less even though we receive over 1,000 messages a month. (Sometimes we take a bit longer when the 1,000's of newsletters go out, but our goal is to respond to every message as quickly as we can). I've even caught them giving a correct answer or two on occasion :-)

Luckily, our customers appreciate them too: 95.5% said they were satisfied to extremely satisfied with ProSmile™ customer service.

We continue to place a major emphasis customer care since that's the way I've always ran my business. Nothing irritates me more than to call a company, be put on hold for 20 minutes, only to be told I have to leave a voice mail just to get a simple answer. I also hate companies that make you fill out a 20 question form just to send them an e-mail that you only have a 50% chance of them responding to. Am I alone in this frustration?

All I can say is if you ever start your own business, be different than the rest. Don't cut any corners when it comes to customer service. Treat your customers right. Train and equip your sales and support people to give decent, and timely answers to questions. Listen to their questions. Then try to improve your Web site and products when possible so people won't have to ask the question in the first place.

One interesting note from the survey: Although 94.4% were pleased with their ProSmile™ purchase, only 93.2% would recommend us to a friend. Apparently 1.2% like us so much, they don't want their friends, family members, and co-workers finding out  how they got such a bright smile <grin>.

Despite these very encouraging numbers, we still feel we have room for improvement. After-all, that's why we conducted the survey in the first place. The year 2010 holds great things for ProSmile™ users, so stay-tuned, and thank you for your loyal support!

Bill Watson, ProSmile™

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