Like other businesses, West Point Market, in Akron, has a suggestion box. But at West Point you never know where it will turn up.

If you keep the box in the same spot, says company president Russell Vernon, people tend to forget it's there. "If you keep it in one department," he says, "customers usually write only about that department; you won't get feedback about the rest of your store."

West Point doesn't put a suggestion box in every department, partly because its handmade wooden box is expensive. But more important, says Vernon, "it would probably annoy customers."

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