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Speaker 1: For this bonus episode, I thought we would read out

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Speaker 1: another DM that has come into my Big Business podcast DMS,

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Speaker 1: and this one is about brands taking ages to send

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Speaker 1: orders out after a big sale period. And before I

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Speaker 1: jump into today's bonus, I wanted to remind you. I'm

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Speaker 1: going to remind you until you've all joined, but please

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Speaker 1: join my broadcast channel on Instagram. If you click on

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Speaker 1: my Instagram page and then you hit Secret Boardroom. It's

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Speaker 1: a free group that I have created. It's one hundred

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Speaker 1: percent free, and it's where you can talk with me

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Speaker 1: and learn from me every single week. I've made it

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Speaker 1: because I just want to continue the conversation beyond this pod.

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Speaker 1: It's like my podcast and an extension of that, and

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Speaker 1: I'm absolutely loving it. So if you're not part of

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Speaker 1: the Secret Boardroom, just jump onto my Instagram and join.

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Speaker 1: But let's get straight into this episode. This question is, Hey, Britt,

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Speaker 1: I just wanted your take on a business not sending

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Speaker 1: orders out after an end of financial year sale. It's

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Speaker 1: been five weeks shit since I ordered from a brand,

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Speaker 1: and I just came across a Reddit thread and Trust

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Speaker 1: Pilot reviews to find that a lot of people have

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Speaker 1: been experiencing poor customer service, huge delays in delivering, and

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Speaker 1: even some were told the items that were ordered are

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Speaker 1: out of stock, offered a credit, and others requested a refund,

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Speaker 1: which took over five weeks. I am worried my order

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Speaker 1: will be lost in the system like the others. I

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Speaker 1: know no business is perfect, but I imagine Fate would

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Speaker 1: be onto socials apologizing for the hold up and be

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Speaker 1: transparent with their customers, whereas hasn't said a word.

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Speaker 2: You even wrote the business in here. Ooh.

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Speaker 1: I don't believe in competition, but it would be kind

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Speaker 1: of one of our competitors. Thanks for sending through this question.

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Speaker 1: And it's a great topic to talk about. And I

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Speaker 1: don't know, I've already spoken about this on the pot.

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Speaker 1: I talk about so much on here like that I

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Speaker 1: swear I'm just repeating myself like every three months at

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Speaker 1: this point. But this is a great question and I

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Speaker 1: can absolutely shed some light on it. So the world

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Speaker 1: of how quickly we get things has made it really

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Speaker 1: difficult for businesses at sales periods. So for example, the

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Speaker 1: Iconic and Amazon are two that have made it so

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Speaker 1: hard for all of us, right because you know, I

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Speaker 1: literally just ordered something on Amazon before, a little tripod

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Speaker 1: for my phone that like sits in my car because

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Speaker 1: I'm liking sitting in my car and making videos, so

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Speaker 1: I wanted like a little tripod that I can like

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Speaker 1: have in there that my phone sits in when I'm

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Speaker 1: recording my videos.

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Speaker 2: And I'm getting it tomorrow, you know.

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Speaker 1: And so same with Iconic, Like I mean, I'm in Newcastle,

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Speaker 1: so we don't get the same day delivery, but I

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Speaker 1: know in major cities like Sydney and stuff, you can

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Speaker 1: literally order shit in the morning and you get it

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Speaker 1: that day, which is in And we do live in

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Speaker 1: this world where everything is almost instant, right, you click

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Speaker 1: a button and then it's there the next day. So

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Speaker 1: when it comes to brands doing sales, that's when you're

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Speaker 1: going to get the most orders that you ever get,

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Speaker 1: even more than when you do like a big amazing

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Speaker 1: collection launch. You will still get more orders in a

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Speaker 1: sale period because everyone is so bloody excited. And I

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Speaker 1: want to explain to you why it takes so long

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Speaker 1: to get orders out the door, right, because it's things

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Speaker 1: that people wouldn't necessarily think of. And we've fallen not

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Speaker 1: victim to this, but we've experienced it ourselves because at

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Speaker 1: Fate we pride ourselves on trying to ship our orders

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Speaker 1: super quickly, and it's something that we're always working on.

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Speaker 1: And we're actually getting a new warehouse system, like a

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Speaker 1: back end system soon that's going to make our shipping

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Speaker 1: even more efficient, which I'm really excited about day to

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Speaker 1: day and also in sale periods, So that's going to

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Speaker 1: be amazing for us. But even if Fate, generally, if

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Speaker 1: someone orders with us in the night, it will get

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Speaker 1: sent out the next day, and our customers have become

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Speaker 1: used to that, so even when we have a sale,

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Speaker 1: it's gonna take us longer to pick and pack and

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Speaker 1: send out and we get people going hey like usually

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Speaker 1: it's really fast.

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Speaker 2: Like what is going on?

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Speaker 1: And let me explain to you why now. Number one,

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Speaker 1: As I said, when a brand does a sale, they're

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Speaker 1: going to get so many more orders than they normally would.

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Speaker 1: So the sheer volume is gonna make it a lot

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Speaker 1: longer of a process compared to day to day, or

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Speaker 1: even if you do a collection drop, just the volume

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Speaker 1: the number of orders coming through is just astronomical compared

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Speaker 1: to a regular day, So your team are going to

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Speaker 1: have way more orders to pick and pack. Now with

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Speaker 1: a sale, the reason why it takes even longer to

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Speaker 1: pick and pack. And again I can only speak from

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Speaker 1: like my warehouse. So at the Fate Warehouse, we have

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Speaker 1: like our picking packing table and stations and scanners and everything.

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Speaker 1: And let's say we did like a new big collection launch,

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Speaker 1: all of our new arrivals will be sitting right there

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Speaker 1: near the picking and packing table because we always put

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Speaker 1: the newest stuff right there. So when we do a

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Speaker 1: big collection launch and new arrivals, our warehouse team are

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Speaker 1: just walking back and forward to like this one area.

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Speaker 1: Of course, people will order random stuff, but majority are

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Speaker 1: going to order the new arrivals or the newer collection

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Speaker 1: or whatever it is. So the distance that the team

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Speaker 1: have to walk is a lot shorter because it's just

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Speaker 1: right there to the new arrival section. But when you

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Speaker 1: do a sale, because everyone's so excited, right and let's

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Speaker 1: say you're doing thirty off, forty percent off or something

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Speaker 1: crazy like that, people will go to the depths of

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Speaker 1: your website. You know, they'll be going to the back

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Speaker 1: of the sale page and the back of the tops

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Speaker 1: page and the back of the dresses page. And so

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Speaker 1: when you do a sale, everyone's not buying just from

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Speaker 1: that one new arrival section. People are spending up. They're

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Speaker 1: ordering multiple items and more items than usual. You know,

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Speaker 1: if you launch a new collection, you'll get on average

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Speaker 1: people buying maybe two pieces or one and a half

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Speaker 1: if you want to look at it that way, or

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Speaker 1: two and a half. But when it's a sale, you've

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Speaker 1: got bigger orders as well as them shopping from the

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Speaker 1: entire website because people go nuts. They go find like

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Speaker 1: the one size twelve left in a skirt froom forever ago,

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Speaker 1: you know, because they've gone crazy. So not only do

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Speaker 1: you have more orders than you ever normally would, Number two,

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Speaker 1: people have shopped from every corner of the website. And

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Speaker 1: then three, the orders are way bigger, Like it's so

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Speaker 1: common for us to have people order four, five, six

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Speaker 1: items in a sale as opposed to one to two

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Speaker 1: to three, And so your warehouse team have to walk

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Speaker 1: around the entire warehouse just to pack one customer's order

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Speaker 1: compared to if they're just shopping your arrivals and it's

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Speaker 1: right there, and then a few times that by thousands

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Speaker 1: of orders, that's so much more walking and work for

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Speaker 1: the warehouse team, and so it takes so much longer

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Speaker 1: to just pack one order, because if people have ordered

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Speaker 1: something from the back of the sale page, and then

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Speaker 1: the back of the tops page, and then the top

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Speaker 1: from a year ago, like, they have to walk across

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Speaker 1: the whole warehouse to all different sections just to find

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Speaker 1: that one customer's order, and that is why it takes

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Speaker 1: so long, all of those things combined. Now, I do

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Speaker 1: think it's the responsibility of us as brands to be

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Speaker 1: open and transparent about this. So, for example, we did

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Speaker 1: our start financial Year sale recently. I mean, the time

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Speaker 1: is flying, It's already been like a month since we've

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Speaker 1: done it. We don't do end of financial year, we

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Speaker 1: do start a financial year sales. And we have our

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Speaker 1: fake Society Facebook community group, which I've spoken about on

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Speaker 1: here before. And so when our sale went live, I

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Speaker 1: made up a graphic like an infographic, and we shared

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Speaker 1: it in there, and there was like a whole info

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Speaker 1: page about when people shop with us during a sale period,

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Speaker 1: and I wrote on their sale packs take way longer

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Speaker 1: to pack than any other regular day or any other

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Speaker 1: collection launch day, and I said on there, like I

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Speaker 1: think I even gave everyone like a date, so normally

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Speaker 1: people will expect their Fate pass l to get shipped out,

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Speaker 1: you know, the next day, and I said, I think

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Speaker 1: it was like a Saturday that I like, the day

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Speaker 1: that the sale went live that I posted that infographic.

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Speaker 1: I can't remember, so don't quote me on that, but

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Speaker 1: I told everyone we were hoping that it was going

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Speaker 1: to take them one week to pack, but it may

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Speaker 1: be a little longer. And it ended up taking them

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Speaker 1: in one week, as in like five business days plus

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Speaker 1: they worked a Saturday, but it ended up taking them

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Speaker 1: eight business days in total to pack our start of

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Speaker 1: financial year sale orders. And so I did that post

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Speaker 1: at the start. We also chucked it in our broadcast

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Speaker 1: channel on the Fate Instagram just to be like, here's

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Speaker 1: all the info that you need to know. And I

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Speaker 1: think customers will appreciate that also. It's just being transparent

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Speaker 1: and like, there's nothing wrong with orders taking longer to

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Speaker 1: go out. I think it should be standard or expected

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Speaker 1: from the customers standards. Like standpoint is you should know

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Speaker 1: if you're ordering in a sale, it might be slower

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Speaker 1: than usual just because you're ordering with lots of other people.

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Speaker 1: But I do think the brands have a responsibility to

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Speaker 1: make that known to their community.

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Speaker 2: Especially if it's.

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Speaker 1: Going to take five weeks, that is a insane amount

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Speaker 1: of time. And I can only imagine it's taking that

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Speaker 1: long because that's how many fucking.

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Speaker 2: Orders that these brands are getting.

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Speaker 1: But even if it's taking, you know, a week longer

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Speaker 1: than usual, which is the case for us at Fate,

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Speaker 1: I one hundred percent wanted everyone to know that, and that's.

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Speaker 2: Exactly what we did.

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Speaker 1: So we did our post and everyone was really positive

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Speaker 1: about it.

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Speaker 2: They were like, go.

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Speaker 1: Team, like, you know, cheering AJ and everyone else on

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Speaker 1: in the Fate warehouse.

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Speaker 2: And then once it had been.

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Speaker 1: The week, they literally had I think four hundred orders

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Speaker 1: to go, and so I did another post in there

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Speaker 1: and it was like a photo of AJ and the

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Speaker 1: warehouse team being like, we've got this many orders to go,

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Speaker 1: and we took photos of like the last few that

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Speaker 1: were left in the tub, like ready to be scanned

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Speaker 1: the next morning. And again, it's just all about being

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Speaker 1: transparent and letting your customers know, hey, this is how

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Speaker 1: long it's going to take.

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Speaker 2: Now.

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Speaker 1: I think the reason why you'll see brands not be

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Speaker 1: transparent about it on socials is because maybe they are

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Speaker 1: worried that people won't order which is I do understand

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Speaker 1: that from a business standpoint, if it is going to

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Speaker 1: take their team five weeks to pack, and they would

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Speaker 1: know how many orders are going to get roughly, like,

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Speaker 1: we can always predict and make a projection based on

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Speaker 1: previous sales and where our business is at in this

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Speaker 1: moment in time.

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Speaker 2: So these brands would one hundred percent no.

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Speaker 1: And my guess is if they're not transparent about it

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Speaker 1: when they launch their sailors because they're worried that people

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Speaker 1: won't shop, which is a tricky gray because I get

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Speaker 1: it and you want people to order, but also shit,

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Speaker 1: if it's going to take five weeks, I think you

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Speaker 1: need to let them know, and the people that do

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Speaker 1: want to shop and are happy to wait will And

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Speaker 1: I think it's going to create a lot more work

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Speaker 1: for the business if they're not transparent about it, because

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Speaker 1: they're going to get absolutely spammed and flooded in their

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Speaker 1: emails and on social media. So it is a tricky one,

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Speaker 1: but I do think businesses have the responsibility of letting

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Speaker 1: their customers know, Hey, it's going to take up to

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Speaker 1: five weeks based on our projections. I also think you

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Speaker 1: need to be extra prepared for those times, which I'm

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Speaker 1: sure all these businesses would in terms of like having

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Speaker 1: extra staff working and training them beforehand so they can

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Speaker 1: get the orders out quicker. But when you do have

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Speaker 1: a warehouse and a team, it's only like so fast

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Speaker 1: that you can go every single day, Like there's only

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Speaker 1: a certain amount of orders that you can get out

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Speaker 1: every day. But all we can do is be as

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Speaker 1: prepared as we can for those moments. And one hundred percent,

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Speaker 1: I think brands need to be honest and straight.

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Speaker 2: Up with their community.

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Speaker 1: And maybe if a brand wasn't expecting to get so

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Speaker 1: many orders, which I know they would, I know they would,

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Speaker 1: they could jump on socials and say we were not

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Speaker 1: expecting this at all.

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Speaker 2: Even though I know they would know.

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Speaker 1: But if it was a complete surprise for whatever reason,

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Speaker 1: I think it's as easy as jumping online, posting in

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Speaker 1: community groups, posting a real chucking up some stories and saying, hey,

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Speaker 1: this is where we're at, this is how long it's taking,

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Speaker 1: and we're absolutely working through it. I also think it's

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Speaker 1: really important for consumers and customers to understand that it's

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Speaker 1: not the fault of the customer service workers that the

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Speaker 1: orders are taking forever. I get how frustrating it is,

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Speaker 1: and I'd be pisced off too if I ordered in

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Speaker 1: a sale, and like, if I ordered in a sale

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Speaker 1: from a brand that I loved, I would like, in

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Speaker 1: my mind, just based on my job, I would know

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Speaker 1: like it might take a week or two, but if

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Speaker 1: it was going to take five weeks, like I would

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Speaker 1: be pretty pissed off as well. But I do feel

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Speaker 1: really sorry for those people working in customer service because

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Speaker 1: I know they're the ones copying it. Same for the

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Speaker 1: social media team or whoever's monitoring the dms and comments, like,

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Speaker 1: I know they'd be getting absolutely slammed, But you know

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Speaker 1: it's it's funny because the people that are working in

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Speaker 1: customer service and the people monitoring the social stuff, like,

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Speaker 1: they have no control over how fast the orders get out.

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Speaker 1: So I always have an open I would say, have

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Speaker 1: an open mind when you're contacting these brands, and don't

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Speaker 1: try to put all the blame on the person that's

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Speaker 1: emailing you on the other end, because they're just quite

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Speaker 1: literally doing their job and I can only imagine how

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Speaker 1: stressful it would be for them to be in that

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Speaker 1: position when they're like, oh my goodness, what do I like?

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Speaker 2: What can we do.

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Speaker 1: But yeah, I think brands do have that responsibility to

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Speaker 1: be transparent, and I think in by being transparent, it's

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Speaker 1: only gonna, you know, continue building that brand loyalty and

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Speaker 1: people will respect the hustle and all the work that

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Speaker 1: needs to go into getting all those orders out.

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Speaker 2: And that's my thoughts and feedback on that.

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Speaker 1: I hope by the time time this episode comes out,

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Speaker 1: because I'm pre recording this, I hope that you've got

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Speaker 1: your parcel, or you've got your refund, or you're still

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Speaker 1: credit or whatever you were happy with getting. But yeah,

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Speaker 1: five weeks is an insane amount of time and I

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Speaker 1: can only begin to imagine how many orders they got

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Speaker 1: if that's how long it took them to send out,

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Speaker 1: because it took us just over a week and it

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Speaker 1: felt like it was never going to end with our

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Speaker 1: softie sale. But hopefully this episode gives you some more

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Speaker 1: insight into sale periods and all your businesses out there,

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Speaker 1: especially if you're a growing business, be prepared for your

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Speaker 1: sale periods because they're absolutely crazy. Anyway, that's all for

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

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Speaker 1: main and don't forget to join my broadcast channel on

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Speaker 1: Instagram The Secret boardroom if you haven't already