Why do I care what our authors think about their experience with Tate?

I really can't remember the last time I have been asked to comment on my experience with a business after using their services. I think a waiter or two has left a comment card on my table before, but seriously, if I fill it out negatively can I really expect it will make it back to the manager? And any change come from it? I would much rather have someone who can actually make decisions come and ask me personally how my experience was. Even if the idea is not implemented, I know that I was heard and considered. I would also know that the people "at the top" really are in tune with what goes on at the customer level, and do care about making it the best experience it can be.

I, as well as the other Directors at Tate Publishing, regularly take random polls with authors as they are nearing the end of their time in our specific department. My preferred method of choice is a direct email to that author, so they can answer at will and take the time they need to think out their responses. I love it when an author gets the email, and takes time out of their day to pick up the phone and give me a call to rave about their experience, and can specifically name the individuals they have worked with. I am baffled by self publishers who just push you through a system, with no personal contact. Everything is done by preset templates and methods, and done in a way that "just gets the job done". That is certainly not the way I would want to have my dream handled.

I seek out information from our authors on the process because I want to be sure that they are as pleased with the progression of publishing their book as we are. Here are some of the responses I've received this month:

Hi Melanie,
Joey Garret is my designer for both cover and layout. I find him to be genuinely interested in both the creative and business end of my book. This was a true surprise: to be able to work with someone who wants success for my work. Therefore, I feel fortunate to have had the opportunity to work with Joey. He is prompt and attentive to all my requests, phone calls, and ideas. Author Anita Bryce

Melanie, Stephanie Woloszyn- definitely a 10! Stephanie listened to me and with her design, was able to capture exactly what I was trying to express. Stephanie is very talented and creative. I immediately appreciated the way she incorporated my ideas, yet understood what I really wanted to convey and took it to another level. She did exceed my expectations! Author Helen Kay Wynworth

Melanie, Kurt Jones was my illustrator. I rank him as a 10 plus. He was prompt in returning e-mails and didn't make me feel like any question was a bother to him. The technical work that he did to complete the book was outstanding. I was very happy with this stage of the process and would like to work with Kurt on other projects. He is top notch! Author Julie Federico

Hi, Melanie, I wanted to respond with feedback for you from my experience with the Creative Team. My illustrator was Benton Rudd and he did a phenomenal job of communicating with me during the entire process. My initial phone call from him was prompt and he really tried to get a feel for how I saw my characters and what I felt the tone for the book should be. He called me a few more times with updates and communicated weekly about how things were progressing. Now that I am in the layout stage, I love the illustrations and am very happy with my overall experience with Tate. I would give your team a 10! Thank you for all of your hard work and God bless your ministry! Author Jennifer Cox