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Hey Fam,
I want to start by wishing you all a happy New Year. I hope that for each of you, the start of the new year brings about growth and optimism for what can potentially transpire.
For many of us, we approach the start of a year by making a list of things we want to improve on (resolutions and/or goals). We all want to make the changes and become better versions of ourselves. Unfortunately, for many of us, those hopeful changes will not come to fruition as old habits find their way back into our lives. For example, in January, many people will notice their gym's much busier than usual. Come February, people fall off and the gym goes back to normal. Why do we do this? One of the many reasons is because we don't write down our goals/resolutions with actionable to-do's in order to accomplish them.
Who do you think will have a higher likelihood of achieving the following goal:
Person 1 - mentally makes a resolution to go to the gym more in 2018
Person 2 - writes down the number of days, time of day, and specific workouts for each muscle to build in 2018. This person then shares the goal with a close family member or friend to keep them honest.
The above answer is pretty obvious. If there is one thing I can ask you this year it is to write down your goals with subtasks on how you can accomplish each one. We have high hopes and aspirations of where we want to take Electric Family, but it would make me equally as happy if you all reached your highest potential as well.
You may be asking yourself why I am talking to you about this mumbo-jumbo. As many of you know, we had some problems maintaining the standards we hold ourselves to over the holidays. A slew of internal issues and a massive influx of orders caused late shipments and slow customer service response times. We tried to accommodate by bringing in 10 temporary workers who could help with both CS and fulfillment, but it simply was not enough and we let you all down. This was the worst holiday season I have ever had because I was staying up worrying about the mistakes we were making and how we could ensure they would never happen again.
Just as with our goals/resolutions, we need to take actionable steps to improving rather than just hoping the problems will fix themselves. Starting last week, we implemented a new customer service protocol that requires all customer service inquiries to be answered and resolved in less than 24 hours. To achieve this, we have separated our fulfillment and customer service teams so that there is more accountability and a stronger level of focus on each area of the business. We have also brought on more full-time staff in both fulfillment and customer service to handle any periods of high activity. These new processes will help us to maintain a high level of customer support in addition to ensuring all orders are processed and shipped within 24-48 hours.
In addition to outsourcing customer service, we will be making some big updates to our warehouse. Starting in February we will be implementing a new inventory management system with scannable codes. I won't bore you with the details, but what is most important is that it will allow us to keep much better track of our products. Many times we will input inventory into our system only to discover that we somehow oversold that item. This results in a much lower quality experience for the customer who can't get their product. On top of the new inventory management system, we will be hiring a warehouse manager to make sure both fulfillment and customer service are operating as efficiently as possible.
We promise you all that we will learn from our mistakes and take action in earning your trust again and again. Thank you all for supporting us over the years. We are all excited at Electric Family to continue on this journey together.
Drew Nilon,
CEO, Electric Family