My son now has orthodontia. One of the keys to successful treatment is really good oral hygiene. His orthodontist, Dr. Michael Parker (I’d very highly recommend him to anyone in the Albany area) suggested that for flossing he use a new product called the Platypus flosser. These are similar to flossers you can find in a drugstore etc, but they are molded differently so as to fit under the orthodontia. It is really quite inventive and easy to use.
In any event, the doctor gave us a sample and a website for ordering. The Platypus is not available in retail stores. I went on-line to order and… well… I could say pricy, but that would be an understatement. A bag of 25 is $13.95. That’s $0.558 per flossing experience.
Being the good dad, and wanting success for my son, I proceeded to order the flossers, taking advantage of a ‘two free bags when you order ten’ offer. That brought the per unit price down a little. In the midst of ordering I did become a bit incensed at the price and let the company know in the order for comment box. My statement basically indicated that they were overpriced for a piece of moulded plastic, that I didn’t like the price, and that I was ordering because there were no alternatives.
The shipment came today. Included therein was a 10% off coupon for my next order, and here’s the classy part, a personal note from Jessie Sturgis, their Marketing Coordinator. Needless to say, it was a very kind note, expressed understanding of my position, and indicated a commitment to lower prices once production picks up and they enter the retail market.
Ms. Sturgis, thank you for the time you took to speak to a customer and to understand the customer’s point-of-view. With that sort of class your company will go far.