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 would be 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 solution to relax or kick back, try a cigarette.
As with any new business, you will see some bumps on the way and Electric Tobacconist USA has encountered its fair share of problems along the way. For example, the lack of online sales delayed the beginning 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 able to provide our regular customers with the biggest discount to celebrate our six month anniversary as a company. As it works out, the delay was not as a result of economy, but to a problem with Brightpearl’s end of the entire year shipping plan. Ultimately, the issues with the shipping system were enough to really put us on our guard for the next six months once we planned for the next quarter of our year.
Unfortunately, we didn’t have enough time to prepare, once we were behind on many orders for the second half of the year. Thankfully, after podsmall.com reviewing our data, we realized that we could pretty much count on the electric tobacconist to meet all of our future orders. Once we received the order volumes, we started making repairs and improvements to our web store. Things were looking good, but things were still nearly there. We had to learn how exactly to better advertise and market our e cigarettes and vaporizer products to improve the interest in them.
We have been happy to report that this quarter, we saw a dramatic increase in our sales. It appears that nearly all our customers are responding positively to your recent marketing efforts and that people are increasingly being welcomed back by the vapor marketplace. However, despite this welcome return, we have been unfortunately experiencing some unprecedented volume increases inside our customer service department. That is something we are going to have to address on the next half a year.
Besides an increased amount of sales and new customers, we are also now seeing more negative reviews about our business than ever before. The unfortunate news is that people have recently been targeted by a band of local “rogue” business vandals, who unfortunately caused some physical damage to our storefront. While our storefront was severely damaged, we have been able to operate it with a minor level 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 some orders.
Among the other areas we have seen a rise in recently is in the amount of people calling our hotline and requesting service. In most instances they are reporting issues with either the product or their receipt. It’s unfortunate that many of these individuals do not realize that people have a returns policy in place. Because of this policy, we have been overwhelmed with the number of calls and emails we are receiving. It’s clear that we are currently experiencing an elevated number of calls and reports from our valued customers. Despite the inconvenience, we have been always glad to provide in-kind services such as a refund, replacement or money-back guarantee, to be able to ensure their satisfaction.
Beyond the aforementioned news-report topics, you can find other important issues we have 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 could have. As a result, we’ve implemented an emergency replacement policy in place for several electric Tobaccconists, no matter their holiday status. While this hasn’t prevented us from experiencing customer concerns and reports, it has significantly reduced the quantity of questions we receive when it comes to our services.
Recent press accounts reveal electric Tobaccconists battle to cope with extended repair times. We regret to share, but it may be the reality of owning a retail business, even one focused on providing exceptional customer support. While our goal remains to shoot for continuous improvement and to continually improve our customer experience, we are taking every step essential to address any issues our customers could have. Along with hiring additional staff, we’ve also implemented several measures that decrease the impact of potential late or damaged shipments on our revenue stream.