Common Problems Faced by Electric Tobacconists
Welcome to Electric Tobacconist USA! This is a small independent e-commerce company based 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 the 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 have some bumps along 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 initial six months. 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 an organization. As it turns out, the delay was not because of the 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 as we planned for the second quarter of our year.
Unfortunately, we didn’t have enough time to prepare, once we were behind on many orders for the Element Vape second half of the entire year. Thankfully, after reviewing our data, we realized that we could pretty much count on the electric tobacconist to meet up our future orders. Once 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 understand 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 quarter, we saw a dramatic upsurge in our sales. It would appear that the majority of our customers are responding positively to your recent marketing efforts and that people are being welcomed back by the vapor marketplace. However, despite this welcome return, we are unfortunately experiencing some unprecedented volume increases inside our customer service department. This is something we are going to have to address on the next half a year.
As well as an increased amount of sales and new customers, we have been also now seeing more negative reviews about our business than ever before. The unfortunate news is that we have recently been targeted by way of a group of local “rogue” business vandals, who unfortunately caused an amount of physical damage to our storefront. While our storefront was severely damaged, we’ve been able to operate it with a minimal level of service, while awaiting repairs to be completed. Unfortunately, it has forced us to extend the time of time that people are providing free expedited shipping for some orders.
One of the other areas we’ve seen an increase in recently is in the number of people calling our hotline and requesting service. More often than not they are reporting issues with either the merchandise or their receipt. It’s unfortunate that lots of of these individuals don’t realize that we have a returns policy set up. Because of this policy, we have been overwhelmed with the amount of calls and emails we are receiving. It’s clear that we are currently experiencing an elevated amount of calls and reports from our valued customers. Regardless of the inconvenience, we are always glad to provide in-kind services like a refund, replacement or money-back guarantee, as a way to ensure their satisfaction.
Beyond the above news-report topics, there are other important issues we’ve witnessed recently. For instance, among our local stores experienced an influx of customer inquiries following the Thanksgiving weekend. While it’s unclear if this impacted our business, one employee implied that it may have. As a result, we’ve implemented an emergency replacement policy in place for all electric Tobaccconists, irrespective of 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 in regards to our services.
Recent press accounts reveal electric Tobaccconists battle to deal with extended repair times. We regret to share, but it may be the reality of running a retail business, even one centered on providing exceptional customer service. While our goal remains to shoot for continuous improvement and to continually improve our customer experience, we have been taking every step essential to address any issues our customers could have. As well as hiring additional staff, we have also implemented several measures that reduce the impact of potential late or damaged shipments on our revenue stream.