Originally Posted by Barefootsies

Agreed ALL points.

I have had 4-5 dozen members over the past year or so contact me sending their apologies for having to cancel their membership because of lost job, economy, whatever.

Kinda odd they take the time to send me an apology for having to cancel I must admit, but the e-mails are basically mixed with an apology, and explanation of their circumstance, plus praise for keep up the good work or alike with promise to return.

Keep in mind that I have a better webmaster to customer relationship that most others I have read on this board. Just as people call me on the 800 number for DVD's or give me feedback, ideas, suggestions. They tend to feel they are talking to a foot brother, not just some faceless monolith.

That said, it's just like the real world to me. If someone is really happy, or really pissed, they will write their congressman, or the store/business/location where they had the experience. Internet is the same thing. If a member takes time to write you. You need to listen. Good and bad. Recommendation on content or not.