Thursday, January 3, 2013

The Story of an Order

Most orders to our store go smoothly..  However, from time to time things can go wrong.  This is the story of an order that went slightly askew.  

On December 31 an order came in.

It was just over $50 and qualified for free shipping.  However, a software glitch that stopping the customer from receiving the free shipping discount.  She contacted me and I removed the shipping charges and give her an extra discount.

When we packed the order we found we were out of the size box we needed for it.  That's a problem easily fixed.

post office truck
Thanks to striatic for the photo http://www.flickr.com/people/striatic/
When Wednesday arrived the New Years holiday was over and it was time to get her order in the mail ASAP. 

No-one wants to wait a long time for their goodies.  I know we don't when we order them.

Now it's important to understand that while I run the store full time and take care of our home, Susy has an important job managing 23 people.  She works long hours and often doesn't have time to do many things for our scrapbook store.

I asked her if she could guarantee me that today during lunch she would get the package to the post office.  She couldn't.  I told her not to worry about it and that I would take care of it.  I walked he mile and a half loop to the post office with the package then back to our office.

Finally, I wrote an email complete with tracking information letting the customer know their order was on the way .

The customer was taken care of and that's my number one goal.  However, It's not over yet for me.  The store sold out of several items over the Holiday so expect new things on the shelves very soon.

99.9% of orders we get go out with no issues at all and we have never had a customer complain. Maybe the reason is when things do go wrong we go out of our way to make them right.

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