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Speaker 1: I'm back doing another Black Friday episode, and today I

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Speaker 1: wanted to talk about things that can go wrong when

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Speaker 1: you're doing a sale, and there's a lot of things

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Speaker 1: that can go wrong, and I did a little video

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Speaker 1: about this on Instagram, but I thought i'd go a

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Speaker 1: bit more in depth here on the pod given the

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Speaker 1: fact that this week is actually Black Friday week. I

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Speaker 1: don't know about you, but I feel like it's been

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Speaker 1: Black Friday for at least a month on social media,

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Speaker 1: but Black Friday is actually this week on the twenty

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Speaker 1: eighth of November.

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Speaker 2: So the first one, in hindsight.

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Speaker 1: Is actually a good problem to have, but it's a

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Speaker 1: problem and I absolutely hate it. And it's stock over

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Speaker 1: selling and going into negative.

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Speaker 2: Now no matter.

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Speaker 1: Which web host you are with, whether it's Shopify or

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Speaker 1: something else, I'm sure this happens across the board.

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Speaker 2: But basically, when you make a product on your website,

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Speaker 2: you will tick a little.

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Speaker 1: Box that says do not sell once it hits zero,

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Speaker 1: so that way you know when something's sold out it

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Speaker 1: will no longer continue to sell in negative. But for example,

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Speaker 1: if you're doing a pre order or something, you can

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Speaker 1: untick that little box and the product will start selling

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Speaker 1: into negative negative one, two, three, four five. So despite

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Speaker 1: the fact that you'll have that little box ticked, if

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Speaker 1: you're doing a sale or even a really big exciting

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Speaker 1: product launch where you think something's going to sell out,

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Speaker 1: there's a chance, and it always happens for us that

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Speaker 1: the product will sell into negative. And the reason for

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Speaker 1: that is not actually because of the platform. It's because

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Speaker 1: of payment methods. So basically, you've got your website and

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Speaker 1: then let's say you've got a thousand people paying for something,

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Speaker 1: all at the same time. A lot of the time

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Speaker 1: people use third party payment providers, after Pay being a

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Speaker 1: really popular one, and with everyone paying at the exact

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Speaker 1: same time, with all different payment methods, it all has

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Speaker 1: to talk to one another in the back end, right

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Speaker 1: like when you're clicking pay and it's processing, it's thinking,

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Speaker 1: and it's telling your website yep, this person is purchased,

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Speaker 1: and it all takes a few microseconds. And let's say,

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Speaker 1: for example, you had a pair of shorts and there

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Speaker 1: was ten size six's left, and maybe in the chaos

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Speaker 1: of your really big sale that you've just launched, and

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Speaker 1: there's a thousand people on the website, let's say and

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Speaker 1: there was ten units left of a size six shorts,

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Speaker 1: and fifteen people had the size six shorts in their cart,

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Speaker 1: and they all just so happened to hit pay at

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Speaker 1: the same time or maybe milliseconds apart.

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Speaker 2: And then what will happen is that.

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Speaker 1: Button or box that you have ticked to be like,

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Speaker 1: don't sell my stock. Once it reaches zero, it kind

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Speaker 1: of has a glitch and it goes into negative. So

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Speaker 1: then you might be left with negative three, negative four,

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Speaker 1: or negati five if it was fifteen people when you

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Speaker 1: only had ten left, and your inventory on the back

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Speaker 1: end will then be sitting at negative five. And this

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Speaker 1: is really frustrating when it happens, because if you're a

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Speaker 1: brand like us, we won't notice that that product went

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Speaker 1: into negative until we're packing the orders. But to make

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Speaker 1: it even more annoying, you won't notice it until you

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Speaker 1: go to pack the next person's order. Okay, so let's

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Speaker 1: say you had the ten shorts and you've finally gotten

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Speaker 1: around to packing all of those orders that had the

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Speaker 1: ten units that you actually had available, and then you

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Speaker 1: get to the eleventh person and you go to find

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Speaker 1: that size six pair of shorts and you're like, hang

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Speaker 1: on a second, I don't have that. But one of

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Speaker 1: the most annoying things is, and I promise I'm not

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Speaker 1: complaining that this is actually a great problem to have

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Speaker 1: if you've got such high demand.

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Speaker 2: But by the time.

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Speaker 1: You get to that order, you might have already been

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Speaker 1: packing your lack Friday orders for a week, let's say,

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Speaker 1: because I'll get to it a little later in the episode.

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Speaker 1: It takes a really long time to pack sale orders,

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Speaker 1: and I'll tell you a little bit about that. And

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Speaker 1: so what you have to do is, let's say you've

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Speaker 1: got an item that went into minus five. You'll then

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Speaker 1: have to contact those five customers and you know, we've

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Speaker 1: just got an email that we send out saying hey,

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Speaker 1: like we're so sorry. We know that it's taken the

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Speaker 1: money from you, and you think that you've purchased and

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Speaker 1: it's all gone through, but you know it's been a

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Speaker 1: week and we've finally gotten to your order, and then

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Speaker 1: we don't have the unit of stock. And that can

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Speaker 1: be really frustrating for customers because they're like, what the heck,

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Speaker 1: I've been waiting a week and you still haven't packed

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Speaker 1: my order, which is understandable from both parts because it

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Speaker 1: takes a really long time for businesses to pack their

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Speaker 1: sale orders. But also it's frustrating for customers if they're

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Speaker 1: used to getting like next day shipping or whatever, and

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Speaker 1: so then you have to explain to them what happened,

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Speaker 1: process them a refund, blah blah blah blah blah, and

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Speaker 1: it's just one of the really annoying things about doing

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Speaker 1: a sale.

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Speaker 2: Now, how can you avoid this? You can't really. I

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Speaker 2: think there would probably be some apps out.

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Speaker 1: There that you could pay to have implemented into your website.

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Speaker 1: I wouldn't know, because I don't trust having more and

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Speaker 1: more and more apps. Like we've already got so many

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Speaker 1: apps that we pay for that are additional to our website,

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Speaker 1: but when it comes to handling stock, there's not many

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Speaker 1: apps that I trust. So one way that we try

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Speaker 1: to get around this not so much when we're doing

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Speaker 1: a sale, but when we are doing a launch and

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Speaker 1: we know something is going to be popular. Let's say

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Speaker 1: it's denim shorts, we will take units off for the launch.

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Speaker 1: So let's say we have one hundred size tens, I

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Speaker 1: might put on ninety or ninety five and keep five

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Speaker 1: to ten spare. It's an absolute guess, but that has

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Speaker 1: helped us in the past. When we launch, we take

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Speaker 1: a few units off of the sizes that we know

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Speaker 1: that are going to be really popular, or take off

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Speaker 1: some of each size and have them there spares, because

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Speaker 1: there's been a lot of times where we will have something,

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Speaker 1: you know, going too negative three or negative five, and

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Speaker 1: then we're like, thank goodness, we kept that spare stock

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Speaker 1: to the side. I definitely don't think it should be

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Speaker 1: like that, but it's definitely a workaround. There would maybe

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Speaker 1: be some inventory apps or cart apps that might help

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Speaker 1: facilitate with stuff automatically going into negative but I can't

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Speaker 1: recommend any and I don't trust because the more apps

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Speaker 1: you're installing that are like an addition to your website,

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Speaker 1: the more things can go wrong. If I'm being honest.

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Speaker 1: That's a first frustrating thing that happens. It happens in

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Speaker 1: a sale, and it happens with a popular launch. But

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Speaker 1: it's just one of those things that you deal with

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Speaker 1: and you get back to all the customers and explain

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Speaker 1: what happened and hope they understand. The next thing that

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Speaker 1: can go wrong is a sale just not working correctly

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Speaker 1: from a technical and app standpoint. I spoke about this

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Speaker 1: as well in my real and TikTok that I poke.

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Speaker 1: But before any sale, I'm sure every business owner can relate.

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Speaker 1: You will always be sitting there panicking, hoping that you've

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Speaker 1: done everything right and that not a single thing has

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Speaker 1: been missed and that everything is going to run smoothly. Now,

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Speaker 1: the easiest way to do a sale is a discount code, right.

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Speaker 1: That is single handedly the most fool proof way to

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Speaker 1: do a sale. I will say though. The only one

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Speaker 1: tricky part about doing a discount code is if people

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Speaker 1: are in a panic. It's pretty common that they'll forget

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Speaker 1: to put the discount code in at the checkout. So

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Speaker 1: if you're doing a sale and you think there's going

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Speaker 1: to be a lot of excitement around it, and you

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Speaker 1: are doing a discount code like twenty off or whatever

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Speaker 1: it may be, be ready to have a few customers

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Speaker 1: emailing saying, oh my gosh, I was in such a

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Speaker 1: rush that I forgot to put the code in. So

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Speaker 1: that's probably the one thing that can go wrong if

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Speaker 1: you're doing a discount code. But otherwise, doing a discount

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Speaker 1: code is just a no brainer.

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Speaker 2: You don't have to do anything, you don't just set.

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Speaker 1: Anything up up you literally just create that discount code

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Speaker 1: and you can make it scheduled and active from six

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Speaker 1: o'clock until whenever you want it to be, and then

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Speaker 1: you'll know. Customers will just be popping that in their

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Speaker 1: cart as they're paying and the discount will work. That

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Speaker 1: is the most fool proof way to do a sale.

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Speaker 1: We do that sometimes, but I do understand a little

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Speaker 1: bit of human psychology when it comes to shopping, and

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Speaker 1: when you are doing a discount code, customers can't see

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Speaker 1: the sale price until they've put the item in their carts.

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Speaker 1: They might add three items to their cart and they

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Speaker 1: can see the full price right but then in their

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Speaker 1: head they're like, I don't know how much that's going

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Speaker 1: to be.

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Speaker 2: So they have to do heaps.

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Speaker 1: Of steps to get to the checkout to put in

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Speaker 1: the code, and then they see what the sale price

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Speaker 1: is and then they might go, oh, nah, that's not

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Speaker 1: cheap enough.

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Speaker 2: I'm going to take that out.

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Speaker 1: I'm going to take that out, and then if they

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Speaker 1: want to go back and keep shopping, it's just creating

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Speaker 1: more and more clicks.

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Speaker 2: The ultimate goal when you're selling.

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Speaker 1: An eating online is you want people to be able

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Speaker 1: to do stuff in the least amount of clicks possible

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Speaker 1: because we all have no attention span. And I just

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Speaker 1: know for a fact, even me as a consumer, I

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Speaker 1: don't want to see something that's normally one thirty nine

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Speaker 1: ninety nine with thirty percent off, and I don't want

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Speaker 1: to work out in my head what that's going to be.

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Speaker 1: I want to see it striked out with the sale

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Speaker 1: price next to it in red. And I think when

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Speaker 1: you can see that strikeout price and then what it

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Speaker 1: will be, you're may be going to be more enticed

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Speaker 1: to add more stuff to kart. You know, especially if

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Speaker 1: it's a really good deal, you might be like, oh,

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Speaker 1: look at that, it's only fifty dollars now add to KRT.

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Speaker 1: So doing a strikeout sale is definitely.

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Speaker 2: The way to go, but it is the more risky way.

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Speaker 1: And the reason for that is because you will again

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Speaker 1: have to trust apps that they are going to work.

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Speaker 1: Most web hosts and providers of your store, they'll have

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Speaker 1: all the basic stuff, but when you get into doing

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Speaker 1: more technical things like striking out your website with an

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Speaker 1: entire discount, you'll have to get a app that will

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Speaker 1: do that for you. So it's like an extension or

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Speaker 1: a plug in you'll have to pay for it more

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Speaker 1: than likely, which is another annoying thing, and then you'll

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Speaker 1: just have to trust that that app is going to work. Now,

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Speaker 1: the app that I use for Fate's website is called

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Speaker 1: launch Pad, and if you have a Shopify store, it

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Speaker 1: is a great app and it does work. I have

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Speaker 1: used it lots of times, and I remember the first

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Speaker 1: time I use it, I.

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Speaker 2: Was like, oh no, what if this doesn't work? But

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Speaker 2: it definitely does work.

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Speaker 1: But I have a Shopify Plus store and this app

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Speaker 1: only works for Shopify Plus. I'm sure there are a

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Speaker 1: lot of similar ones out there, but I only got

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Speaker 1: this app when we got a Shopify Plus store and

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Speaker 1: it does work really well. And so what do I

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Speaker 1: mean by like you're freaking out that it's not gonna work.

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Speaker 1: Technology sometimes just doesn't work, and you could think that

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Speaker 1: you've like set everything up correctly and scared good at all,

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Speaker 1: and you maybe just miss like one button or maybe

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Speaker 1: like an app could have like a crash out. You

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Speaker 1: know what technology is like, Sometimes things just happen and

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Speaker 1: it's just always a panic when doing a sail is.

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Speaker 1: I hope this app is going to work, but in

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Speaker 1: my experience, if you're thinking of doing a sale, or

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Speaker 1: you've never done one before, or you're doing one again,

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Speaker 1: Having an app that will strike out your prices one

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Speaker 1: hundred percent is going to make your sale more successful

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Speaker 1: than doing a discount code. But using an app comes

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Speaker 1: with far more risks than just doing a simple discount code,

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Speaker 1: So my advice to anyone is always just stick with

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Speaker 1: a discount code if that's the easier way to do it.

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Speaker 1: We are giving our Fate Society members early access to

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Speaker 1: our Black Friday sale a day before it goes live

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Speaker 1: this Friday, and we're just doing it with a code

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Speaker 1: because it's easy. You know, even though I would love

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Speaker 1: to strike out everything, it's just easier for us to

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Speaker 1: use a code. And the last thing that can go wrong,

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Speaker 1: it's not necessarily something going wrong, but it's kind of

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Speaker 1: just the after having a massive sale, which again, this

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Speaker 1: is a great problem to run into.

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Speaker 2: I'm not complaining by any means.

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Speaker 1: But it's just like the sheer volume of work that

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Speaker 1: comes with doing a sale, if you have a big

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Speaker 1: one that is on a regular day. At Fate, we

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Speaker 1: will get orders and ship them out the same day, or,

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Speaker 1: worst case scenario, the next day, and our customers are

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Speaker 1: very used to the really fast shipping that they receive

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Speaker 1: at FATE, and so when you're doing a sale, you're

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Speaker 1: getting way more orders than you will ever get at

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Speaker 1: any other point. You know, like a sale will outsell

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Speaker 1: even our best drops of the year because people just

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Speaker 1: go crazy when it's a sale, especially if you're a

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Speaker 1: brand that doesn't do them often, and it's really exciting.

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Speaker 1: So we just get so many more orders than we

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Speaker 1: ever do, and it's it's a big.

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Speaker 2: Job, right.

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Speaker 1: So let's say our sale launches at six pm on

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Speaker 1: the dot. We will get hundreds, if not thousands of orders,

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Speaker 1: like within the first hour. And when the warehouse team

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Speaker 1: are packing, they're packing and packing and packing. And let's

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Speaker 1: say it's been like a half a day of packing,

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Speaker 1: we could still be at orders that were placed at

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Speaker 1: six or six oh one or six so two. It

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Speaker 1: just takes a really long time, especially when everyone's ordering

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Speaker 1: at the same time. And I guess the frustrating thing

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Speaker 1: from a back end with that is you will experience

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Speaker 1: an increased amount of customer inquiries after you've had a sale. Now,

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Speaker 1: obviously we will communicate to our customers, hey, just letting

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Speaker 1: you know it's going to take us quite some time to.

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Speaker 2: Pack all of these orders.

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Speaker 1: But obviously, even if you give all the information that

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Speaker 1: you possibly can on every single platform, not everyone sees it.

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Speaker 1: And so one thing that you'll have to manage is

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Speaker 1: number one, just how long it's going to take your

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Speaker 1: team to.

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Speaker 2: Pack the orders.

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Speaker 1: We've estimated that our Black Friday pack is probably going

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Speaker 1: to take us two weeks to complete, just based on

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Speaker 1: what we think we're going to be selling. It could

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Speaker 1: be more, it could be a little less. Hopefully it's

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Speaker 1: a little less, and just then managing the increased customer

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Speaker 1: inquiries that come within those two weeks. And I've found

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Speaker 1: that customers have a really hard time understanding. You know,

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Speaker 1: they might email a week after they've placed their order

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Speaker 1: and say, I ordered on the night of the sale,

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Speaker 1: like why is it still not packed? And the reason

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Speaker 1: for that is because thousands of other people ordered on

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Speaker 1: that exact night, and we pack them in the order

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Speaker 1: that they come through on the website, and when everyone's

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Speaker 1: clicking pay at the same time, those aisles, those orders

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Speaker 1: are just stacking on top of one another. So it's

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Speaker 1: just the aftermath of a sale, which again is an

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Speaker 1: amazing thing to have.

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Speaker 2: And to deal with. But it takes a toll on everyone.

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Speaker 1: It takes a toll on the business, it takes a

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Speaker 1: toll on the team they're working under the pump, customer

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Speaker 1: services more under the pump, and then also the it's

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Speaker 1: taken a bit of a toll on the customer, especially

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Speaker 1: if they ordered and thought they'd get you know, the

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Speaker 1: next day shipping like we normally do, or even just

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Speaker 1: a couple of days, and you'll get emails like I'm.

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Speaker 3: Going on a holiday this weekend and I was wanting

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Speaker 3: to take all these close with me. I'm like, oh

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Speaker 3: my goodness, I'm so sorry, but like we're working through it.

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Speaker 3: So that's definitely another part that we experience every sale period.

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Speaker 2: Now, there's a.

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Speaker 1: Lot of other things that can go wrong. Everything can

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Speaker 1: go wrong when you're doing a sale. It's a really

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Speaker 1: exciting time when you're a business and you're doing a sale,

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Speaker 1: but it's also equally as stressful. But I thought, hey,

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Speaker 1: I'd go through these points in detail in a little

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Speaker 1: bonus episode, and I'll be back next week with a

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Speaker 1: main