Catalogers of the Year

Product support FAQs, Masterman continues, are not included on the company’s Web site. Instead, it prominently displays its toll-free number, and “98 percent of calls are answered by a live rep who is knowledgeable about the products and can answer any and all questions,” he says. “If a customer does want to make a return, he or she is given the same smile and ‘thank you’ as those who keep the product.”