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Keys to Success

As Cataudella continued to learn, Tronix's chances of surviving grew. By 1995, Cataudella was confident Tronix would survive and thrive. He credits his commitment to honest customer service, his ability to stay ahead of the competition in terms of his Web site, and his belief and interest in what he's selling as keys to Tronix's success.

Honest Customer Service

"Customer service is the reason we've been successful," Cataudella says. "At Leigh's, I learned a lot about customer service—how to treat people and how not to treat people. Now, with a lot of orders coming through email, it's a bit different because there isn't that face-to-face contact. But you still have an opportunity to make shopping at your site an enjoyable experience. If your site is easy to use, and you get the products to your customers on time, people will want to come back. If they have to spend a lot of time navigating your site, or if it takes forever to load, or if you promise two-day delivery and it takes a week, you're going to lose customers, and before long you'll be out of business."


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