The second thing is that I have a customer who is very upset with me, seems she sent a check and I didn't send her stuff and she is not happy. I researched my records and it looks like I have never received the check. I tried to email her and explain, but the mail came back to me on 2 attempts. I contact Auction Universe with the information and asked if they could just forward a message onto me. Not only did they forward it, they took the time to write a letter to this customer, explaining the situation and took the time to examine why my email was not getting through.

This goes way beyond the service that I would expect. And you can color me impressed and grateful.

Crystal
 

Thanks for your kind comments. Know that we're far from perfect but we are trying and trying hard!

neomax
 

The ultimate test of customer service will be whether this high level of service continues as AU grows in volume.

This is also one of the beneficial effects of capitalism. Competing companies (and particularly the underdogs) must find ways to distinguish themselves from their competitors.

Better service is almost invariably the first place a smaller company will target when attempting to take market share from larger and more established companies.

This is why the buying and selling folks need AuctionUniverse. eBay was the early innovator and has reaped the lion's share of the market as its reward. Now AU is trying to become the dominant beast. It has two ways to do that. Either by being a better lion than eBay already is or by being a different animal altogether and finding its own niche in the business "ecosystem".

Two powerful lions is better for the consumer than one. And two healthy beasts that fit somtimes overlapping niches in the auction business is also better for the consumer.

Well said.

neomax