As you shop at LCIPaper.com, you can complete your order with one of two checkout options–LCI’s own secure checkout system or Google Checkout. When shopping on the web, a customer might want to use Google Checkout so that they don’t have to create accounts, remember passwords, and enter shipping and other personal information at the different sites where they shop. They also might enjoy the convenience of being able to track all of their orders and shipping via their Google account.

When a customer completes an order using Google Checkout, they are often solicited by Google for their feedback on the purchase. LCI Paper’s founder and CEO, Larry Chase, noticed, “We were actually getting a lot of nice reviews that I thought would be helpful for other customers or potential customers to see.”

Encouraged by the overwhelming number of positive reviews that LCI’s customers had submitted to Google, Larry decided to make the actual reviews available on the company’s web site. And it was either all or nothing. “It’s all monitored by Google. They handle everything and they put up all the different reviews. We had a choice to connect to it and let people see everything that’s there, or none of it.”

Clicking on the Google Checkout link at the top of any LCIPaper.com product page brings you to a list of ten randomly sampled reviews of LCI’s performance. As of this writing, on each of those ten reviews, the reviewer gave their LCI Paper shopping experience a perfect five out of five.

I asked Larry about his reactions to reading the Google Checkout reviews that have come in this year. He immediately directed his attention to his staff. “I think of it more as a reflection of people that are here because we get a lot of comments about the service that customers receive on the phone. When customers have questions, someone actually answers the phone and answer their questions as well as taking and shipping out the product in a timely fashion. Sometimes, without the reviews and without getting the feedback, you don’t really realize some of the things that you’re doing well, and that your customers do appreciate some of the things that you do for them. I think it’s good for the people here to see that information, to know that they’re doing something that’s making a difference.”

Joshua Birch
josh@lcipaper.com
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