From My Desk: Long-Term Focused

One way that our business behaves differently is that we are Long-Term Focused.  That can be shown in many different ways, but we often use this in our decision-making process and specifically how it impacts our customers, vendors and each other.  We are at the tail end of a major transition that has had a short-term negative impact, but we believe will have a long-term positive impact for you as our customer.  Over the last year, we have been transitioning to a new business system and warehouse, and I would like to share with you the benefits that you will see as we start to “normalize” into this new warehouse.   

We know that you rely on us to provide the best experience possible when you decide to shop with us, and sometimes that is hard because the best experience isn’t the same for all customers.  We do know that two of the basics when it comes to your experience when you shop online is speed of delivery and communication of your order.  The warehouse move will provide us with an avenue to provide you significantly improved speed of delivery.  Our expectation is that by the end of this year, we will be able to ship out any order that is placed by noon on our website that same day.  We know that we have some work to get to in order to meet our goal, and we know that you rely on us to accomplish our goal.  We currently aren’t providing that level of service, and we haven’t been for some time, but this move will allow us to provide that level of service.  We know that you will like this change.

Our new warehouse

Another improvement that we are making that will impact your experience is to provide you with improved communication on the status of your order.  We have not always provided you with the best communication on things like the status of your order or shipping confirmations, and I am pleased to say that these will be improved as well.  Right now, we have identified a process that will provide you communication of your order when we receive it, when it is shipped, and when it is delivered among other touchpoints along the way.  We know your order is important to you and we want to give you the information you need to take the guesswork out of your life. 

We know that some of these changes may have caused some short-term delays, but we believe for the long-term the changes we have made will enable us to serve you in a way that we expect and you deserve.  Thank you for your patience and we intend to earn your business with every order. 

Zach Coblentz 

“I love to hear from customers – “Give me a call, send me a text or shoot me an email about your experiences with one of our family of businesses.” 

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8 months ago

[…] one of my previous blog posts, I talked about our recent warehouse move.  During the move, I saw a lot of folks go above and […]

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