Little changes... making BK better everyday. July 20 2014
On Monday I was preparing packages to fulfill for customers... and I must have been little bit disoriented from my travel. I made a classic mistake and placed an wrong item in one of my customer's envelope. (So sorry Eunice!!!) I found out that I made the mistake when my customer reached out to me on Wednesday with a picture of the item she received and "what should we do" question.
I shipped a new package with a correct item as soon as possible and shared a sincere apology with her. I am hoping that she would have her item in her hands... by now.
The mistake and feeling so terrible made me question "what can Baum-kuchen do to make less mistakes like this?". Especially now that we have both me and Nerine working behind the scene to prepare the packages... and I came across a great idea when I was reading SWITCH, which is all about making small and big changes.
One of the case studies they mentioned was to "create a checklist" to prevent avoidable simple mistakes... So simple... but so true. A checklist can bring awareness to our small actions. So I created a quick prototype of an invoice incorporating a set of checklists. It's a small change but I am hoping that a continuous changes and improvements like this will make Baum-kuchen a better place to interact for customers... and for us to work in.