Editor's Notebook

by Cappers
December 2006

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Every day, our customer care group at Ogden Publications handles about 450 calls from the CAPPER'S audience and the readers of our other magazines. This dedicated crew - 10 people who actually work the phones and another 10 who deal with the administrative follow-up - makes sure the problems or concerns you have are answered promptly and politely, whether it is a change of address, a billing question or anything else.

The women in our customer care group are also the first responders when readers call in peeved or really incensed about something they have seen or read in CAPPER'S. We editors and writers, who are sometimes the source of whatever it was that drove a reader to tee off in the first place, deeply appreciate the cover our customer care department provides. More often than not, the staff has already solved the problem or at least tamed the reader's ire by the time the call is transferred to us.

Here's another reader service tale - a good one for the Christmas season. But there's a twist to this story, because it was you readers who rendered the service to a fellow CAPPER'S subscriber.

In the 'Reader to Reader' section of the October issue, Lela Oliver, of Stillwater, Okla., asked for help locating her son. She had neither seen nor heard from him in almost three years.

A few weeks ago, Lela sent us a note saying she had been reunited with her son and wanted to thank CAPPER'S readers for helping her find him. 'I got several letters,' she told me, 'and even a lot of calls from people who had read about it in CAPPER'S.'

These thoughtful 'neighbors' guided her to a store in Midwest City, Okla., where her son was employed. 'It is pretty close to home,' she said in amazement, 'and I walked right in while he was working.' As for the rest of the story, Lela writes that 'all is good' between her and her son.

As the Christmas holidays approach, all of us at CAPPER'S hope that all is good for all of you. In the words of Lela Oliver, 'Thanks and God bless you.'

Dennis McLaughlin
Managing editor

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