“There is only one boss. The customer. He can fire everyone in the company from the chairman down simply by spending his money somewhere else.” – Sam Walton
As a leader, I’ve always believed that customer experience is my job.
Every week, I block time to read customer feedback. The good, the bad, and the “we can do better.”
It’s a scoreboard for me. It tells us how well we’re delivering on our promises and where the next level of improvement lies.
Why Customer Experience Is Our Ultimate Measure
Over the years, we’ve seen how every little moment adds up:
- A customer who finally finds a product they’ve been searching for.
- A parent sending a birthday surprise across the country.
- A brand that trusts us to represent their products well online.
Those moments remind us why we do what we do.
But we also drop the ball sometimes. A late delivery, a damaged item, a missed detail.
When that happens, we don’t hide from it. We dig in to fix it once, and implement or adjust a process so it doesn’t happen again.
200 Reviews, 1 Reminder
This week, we crossed 200 seller feedbacks on Walmart.
Our 4-star average tells us we’re doing a lot right. The missing fifth star tells us to keep sharpening the axe.
That’s how we view progress – not as perfection, but a continuous cycle of listening, improving, and earning trust day in and day out.
Listening Is a Competitive Advantage
In a world full of automation and instant everything, it’s easy to forget that behind every order is a person. Listening to what customers are saying is a competitive advantages.
Feedback is a mirror. It shows you your blind spots.
It’s also a compass pointing you toward what matters most.
That’s why we treat every piece of feedback as a gift — not always wrapped nicely, but valuable all the same.
Our Commitment Going Forward
As we grow, our goal is more fans.
People who feel seen, heard, and cared for in the small moments that define their experience with us.
Because when customers feel that difference, they come back, and they tell others why.
And that’s how you build something that lasts.
In Closing
The customer really is the boss.
They decide which businesses succeed and which ones fade away.
At SJK, our job is simple: Earn their trust, keep their trust, and never take it for granted.
If you’re willing to listen, feedback is a gift.
And we’re here to keep unwrapping it, one review at a time.