Common Problems Faced by Electric Tobacconists
Welcome to Electric Tobacconist USA! This is the small independent e-commerce company located in Columbus, OH that specializes in handcrafted tobacco and accessories. It’s mission is to create quality, economical, fun, nicotine-free and exciting products for both casual smoker and the serious enthusiast. If you are searching for an awesome way to relax or kick back, try a cigarette.
As with any new business, there will be some bumps on the way and Electric Tobacconist USA has encountered its fair share of problems along the way. For example, having less online sales delayed the start of online orders significantly for the first half a year. Luckily, the delay didn’t last long and orders started moving again.
The delay also meant we weren’t in a position to provide our regular customers with the largest discount to celebrate our six month anniversary as an organization. As it turns out, the delay was not due to the economy, but to a problem with Brightpearl’s end of the year shipping plan. In the end, the issues with the shipping system were enough to essentially put us on our guard for another six months as we planned for the next quarter of our year.
Unfortunately, we didn’t have much time to prepare, as we were behind on many orders for the second half of the year. Thankfully, after reviewing our data, we realized that people could pretty much count on the electric tobacconist to meet our future orders. After we received the order volumes, we started making repairs and improvements to your web store. Things were looking good, but things were still not quite there. We had to learn how to better advertise and market our e cigarettes and vaporizer products to improve the fascination with them.
We have been happy to report podsmall.com that this quarter, we saw a dramatic upsurge in our sales. It would appear that the majority of our customers are responding positively to our recent marketing efforts and that we are increasingly being welcomed back by the vapor marketplace. However, not surprisingly welcome return, we have been unfortunately experiencing some unprecedented volume increases in our customer service department. This is something we are going to have to address on the next half a year.
In addition to an increased amount of sales and new customers, we have been also now seeing more negative reviews about our business than previously. The unfortunate news is that we have recently been targeted by a band of local “rogue” business vandals, who unfortunately caused an amount of physical damage to our storefront. While our storefront was severely damaged, we have been able to operate it with a minor degree of service, while awaiting repairs to be completed. Unfortunately, this has forced us to extend the period of time that we are providing free expedited shipping for most orders.
Among the other areas we have seen a rise in recently is in the amount of people calling our hotline and requesting service. More often than not they are reporting problems with either the product or their receipt. It’s unfortunate that many of these individuals do not realize that we have a returns policy in place. Because of this policy, we’ve been overwhelmed with the number of calls and emails we are receiving. It’s clear that we are currently experiencing an increased amount of calls and reports from our valued customers. Despite the inconvenience, we have been always glad to supply in-kind services such as a refund, replacement or money-back guarantee, in order to ensure their satisfaction.
Beyond the above news-report topics, there are other important issues we’ve witnessed recently. For instance, one of our local stores experienced an influx of customer inquiries after the Thanksgiving weekend. While it’s unclear if this impacted our business, one employee implied that it may have. As a result, we have implemented a crisis replacement policy in place for several electric Tobaccconists, regardless of their holiday status. While this hasn’t prevented us from experiencing customer concerns and reports, it has significantly reduced how much questions we receive in regards to our products.
Recent press accounts reveal electric Tobaccconists struggle to deal with extended repair times. We regret to share, but it is the reality of running a retail business, even one focused on providing exceptional customer support. While our goal remains to strive for continuous improvement and to continually improve our customer experience, we are taking every step necessary to address any issues our customers could have. Along with hiring additional staff, we have also implemented several measures that decrease the impact of potential late or damaged shipments on our revenue stream.