Proactive communication with customers. Don't make customers call you for order status. I have worn contacts for more than 40 years. This was my first time ordering on line. The price was great, but I did not notice the small print advising the company would be closed for the Jewish holiday. I waited 7 days for a shipping notice before I called to find out they were closed until September 29th. Luckily I did not wait until the last minute to order lenses. I again waited 7 days and still no shipping notice. I called and was told they only had 3 of the 4 boxes ordered and she offered to ship the 3 and then ship the 4th when stock came in. Everything was good and that is why they did not get 5 stars.