thank you for sharing and congratulations on your success
i whole heartedly agree with your customer service philosophy. customers want a connection to the site they belong to and to feel like they matter. that is their hard earned money and they could have spent it anywhere but carefully selected your site to give a piece of their income to. treating them with kindness and respect will not only grow the site but retain those members for a long time. looking forward to meeting your group in Prague this Sept.