If you’ve been browsing our website for any length of time, you’ve probably noticed that it’s pretty easy to get in touch with us. Our phone number is on every page, our contact form is ready and waiting, and you can even reach me instantly on Facebook, Twitter, or by simply replying to a blog post. We’ve done this primarily because we want our customers to have the best experience possible, whether they’re buying their first wall decal or their fiftieth. But it’s also because we absolutely love feedback!
We tend to think we’re pretty creative people—and by “we” I mean our designers—but our customers have given us some of the best “now why didn’t I think of that?” moments in the history of RoomMates. Whether the feedback is good, bad, or in between, your comments and questions drive us to continuously improve, innovate, and change. We’re serious about making our customers and fans happy, and nothing makes us happier than being able to meet your needs. For example...
The Scroll Tree MegaPack, which recently celebrated its two year birthday, was a smash hit from day one. I actually had trouble responding to all the questions and comments about it on our Facebook page! A couple months after its release, we started hearing some similar comments: “I love it, but I need more flowers!” or “can I buy some more animals?” or “what if I need just one more branch?”
We all scratched our heads a little bit until someone, in a moment of pure “eureka!” genius, uttered the phrase “booster pack.” And that’s how the Scroll Tree Branch was born! Though it works great as a stand-alone design, it’s a fast and inexpensive way to add just that little bit extra to an existing Scroll Tree setup.
The feedback we get isn’t always positive, though. Speaking as the person who reads our product reviews (yep, each and every review lands in my inbox), nothing frustrates me more than seeing a customer dissatisfied over something that we should be able to control. A recent topic of concern was the size of the numbers on our packaging. Some of our bigger designs are numbered so that they can be assembled in the “right” order… but we were hearing that those numbers were way too small:
Ouch. These made me cringe. But that kind of honesty is exactly what we needed. A few weeks ago, I sat down with Karen, our senior graphic designer, so we could think of a way to solve this problem. We thought about revising the packaging, but since a lot of retailers buy in bulk, it might have taken months or even years to see the changes in stores. As we thought about it, two of our Facebook fans helpfully noted that they’d used the digital images on our website to assemble the designs. Bingo! That was just what we needed to hear.
After a couple hours of work, we completed some brand new application guide PDFs for our four most intricate wall decal designs: the Scroll Tree MegaPack, Cherry Blossom wall decals, Spring Blossom wall decals, and the new Black Scroll Branch wall decals (my personal favorite). You can download the PDFs from the product pages linked above, and then either print them out or view them on-screen to help with your application. The numbers are much bigger, and we’ve included them both on the sheets and the assembled designs to help you put things together in the right order. Though we’ve started just with these four, we’re planning to identify other designs that might benefit from these treatment, and make new guides available in the future. (We're open to requests!)
As you’ve read above—and these are just two of many examples—customer feedback is immensely helpful to us. We mean it when we say we read every review and comment that comes our way, and we always take them into consideration. We have design meetings where I pitch in customer suggestions, and our customer service department regularly conducts quality checks to ensure that our wall decals are meeting our high standards. Your emails, comments, and phone calls not only lead us to create great new products, but also help us do what we do better. So we really appreciate hearing from you!
If you have a question, suggestion, comment, or concern, don’t hesitate to reach out to us. We’re always listening, and we’ll be happy to help in any way we can. Thanks for your feedback!