Aug 01 , 2019
Yes, it was one of those days. You know the ones: They are so long because something goes wrong right off the bat, and you feel like you're backtracking and doing damage control all day long...
No complaints here, just venting. The day began with a query from a customer who had placed an order in good faith that we would fill it, on time. Well, we did, and then we shipped it out, and the package, along with three others, was intercepted by the carrier and reassigned to ground transportation. Hello, people, this is a frozen dessert, shipped frozen so it will arrive at your door in edible- and we certainly hope- beautiful, shape! These packages were headed east, far enough east to cause us to want to make sure they flew there so they would arrive... that's right: in edible, and if all goes well, beautiful, shape.
Funny, this morning as a friend spouted off about the stock market craziness that seems to be going on, and how he is not making the money expected on his investments, I thought (but did not say), "Control what you can control, and let go of that you cannot control." And then, the shipping incident.
We cannot control the way any of the carriers you can think of: USPS, UPS, FedEx, handle your package, or whether they actually get it to you on time and looking great, or at least still being cold and edible (I will not trash companies here, but will admit to having experiences I'd be willing to share in private). What we can control, though, is the way we package and ship. We've worked hard, experimenting and collecting data. And we've worked really diligently, and always will, to correct problems, whether or not we caused them, so that anyone who places an order will get what was ordered eventually, and will be compensated in the event that falls through.
I grew up in a time in which "the customer (is) always right?" Sadly, many companies appear to have left that mantra in the dust. Happily, the shipping company in question today, though a large corporation, has not thrown that sentiment to the wind. We are the customer, in this case, and we got resolution. And that makes me able to rest easy that there are still companies, and people, out there who care. We care.
Always let us know if you have a problem. We will do our best to fix it. But in the end I hope that all transactions, whether a purchase or a conversation, with our company, will be WIN-WINs.