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Little changes... making BK better everyday.

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We had a very productive week after Satchi and I came back from Michigan last weekend. I always get little bit overwhelmed by the rush of reality post travel... Does it happen to you?

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.



2 comments

  • Wakako: August 03, 2014

    It was so great that I went through the process with you, Eunice! Definitely a great great learning lesson for us to do better everyday:) Thank you so much for always being such a lovely customer. xo
    -w

  • Eunice : July 28, 2014

    Oh Wakako. You have the best customer service ever and your store carries some of the the most hard to find items for my Midori Traveler’s Notebook. It feels like a present every time I receive an order from Baum Kuchen. I am a loyal customer for life!!

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