1 00:00:04,200 --> 00:00:07,440 Speaker 1: I have had a juicy DM slide into our Big 2 00:00:07,480 --> 00:00:11,200 Speaker 1: business podcast DMS, and it is from I'm actually not 3 00:00:11,240 --> 00:00:13,720 Speaker 1: going to say her name. I'm just going to read 4 00:00:13,760 --> 00:00:17,200 Speaker 1: it out. Hey, Britt, I currently work in admin and 5 00:00:17,440 --> 00:00:21,239 Speaker 1: my title is customer service officer. Eight months ago we 6 00:00:21,320 --> 00:00:23,959 Speaker 1: hired a new person who are trained in the role, 7 00:00:24,360 --> 00:00:27,160 Speaker 1: and have recently found out that she gets paid three 8 00:00:27,240 --> 00:00:30,520 Speaker 1: dollars more than me per hour. I have brought this 9 00:00:30,600 --> 00:00:34,440 Speaker 1: up to a supervisor and apparently this is due to age. 10 00:00:34,880 --> 00:00:38,600 Speaker 1: She is thirty two and I am twenty four. My 11 00:00:38,800 --> 00:00:42,240 Speaker 1: issue is that I get a one hundred dollars incentive 12 00:00:42,680 --> 00:00:46,200 Speaker 1: to use the company fuel card and she doesn't, which 13 00:00:46,240 --> 00:00:50,080 Speaker 1: makes me feel greedy for questioning it. However, her work 14 00:00:50,120 --> 00:00:54,040 Speaker 1: ethic is terrible and we have ongoing issues with her performance. 15 00:00:54,480 --> 00:00:57,520 Speaker 1: My workplace won't act on this because it is too 16 00:00:57,560 --> 00:01:00,960 Speaker 1: hard to find another replacement. What is your advice on 17 00:01:01,000 --> 00:01:03,400 Speaker 1: how I can bring up the pay gap or should 18 00:01:03,400 --> 00:01:07,039 Speaker 1: I lay low about it? Given my incentive? How do 19 00:01:07,120 --> 00:01:10,320 Speaker 1: I keep bringing up performance issues about her without sounding 20 00:01:10,440 --> 00:01:15,200 Speaker 1: like I'm causing trouble? Ooh, this is a tough one. 21 00:01:16,040 --> 00:01:19,959 Speaker 1: I think my only piece of advice for you is 22 00:01:20,319 --> 00:01:22,399 Speaker 1: if you think it is only fair that you are 23 00:01:22,440 --> 00:01:24,840 Speaker 1: paid the same to do the same job, which I 24 00:01:25,040 --> 00:01:28,840 Speaker 1: one hundred percent agree with. It's an issue that you 25 00:01:28,959 --> 00:01:32,679 Speaker 1: need to continually bring up with your supervisor or with 26 00:01:33,280 --> 00:01:36,679 Speaker 1: you know, someone higher up if you have someone working 27 00:01:36,760 --> 00:01:40,320 Speaker 1: in the HR department of your business, because I think, yeah, 28 00:01:40,319 --> 00:01:43,720 Speaker 1: if two people are doing the exact same job, especially 29 00:01:43,720 --> 00:01:47,280 Speaker 1: if you trained that person, you should definitely be getting 30 00:01:47,280 --> 00:01:51,280 Speaker 1: paid the absolute same. It's hard with that one hundred 31 00:01:51,320 --> 00:01:54,400 Speaker 1: dollars incentive, but I don't think you should look at 32 00:01:54,400 --> 00:01:57,880 Speaker 1: that as something combined with your pay. Like I don't know, 33 00:01:57,920 --> 00:01:59,760 Speaker 1: it's hard to say, but I would almost look at 34 00:01:59,760 --> 00:02:02,520 Speaker 1: that something separate to what you're getting paid and in 35 00:02:02,600 --> 00:02:06,320 Speaker 1: terms of your base pay. I think you just need 36 00:02:06,360 --> 00:02:10,160 Speaker 1: to focus it on that. There's a quote that I 37 00:02:10,240 --> 00:02:12,200 Speaker 1: live my life by, and you've probably heard me say 38 00:02:12,240 --> 00:02:17,560 Speaker 1: it on here before hard conversations, easy life, Easy conversations, 39 00:02:17,760 --> 00:02:22,760 Speaker 1: hard life. If you're having trouble with this coworker in 40 00:02:22,840 --> 00:02:25,400 Speaker 1: terms of her performance and you feel like she's letting 41 00:02:25,440 --> 00:02:28,519 Speaker 1: you down or letting the team down, I don't think 42 00:02:28,520 --> 00:02:31,280 Speaker 1: this is something that you should just sweep under the rug. 43 00:02:31,680 --> 00:02:35,160 Speaker 1: If you avoid hard conversations as awkward as they are, 44 00:02:35,800 --> 00:02:39,359 Speaker 1: you're not going to have a very easy life. If 45 00:02:39,360 --> 00:02:42,280 Speaker 1: you have the hard conversation, you'll have an easy life. 46 00:02:42,600 --> 00:02:45,680 Speaker 1: So my advice would be to definitely go back to 47 00:02:45,720 --> 00:02:49,280 Speaker 1: your supervisor. I know it can maybe feel like you're 48 00:02:49,320 --> 00:02:52,480 Speaker 1: annoying them or you're trying to cause trouble with the 49 00:02:52,520 --> 00:02:56,240 Speaker 1: newer person who's older than you, which is just you 50 00:02:56,280 --> 00:02:58,679 Speaker 1: aren't whatsoever. So if I was you and I was 51 00:02:58,720 --> 00:03:01,840 Speaker 1: in your position, I would definitely go back to that supervisor, 52 00:03:02,280 --> 00:03:04,440 Speaker 1: or see if there's someone else above them that you 53 00:03:04,480 --> 00:03:06,840 Speaker 1: can talk to, if there is a people in culture 54 00:03:07,000 --> 00:03:11,000 Speaker 1: or hr representative in the workplace, because I don't think 55 00:03:11,040 --> 00:03:13,520 Speaker 1: there is anything wrong with that, especially given that you 56 00:03:13,600 --> 00:03:16,600 Speaker 1: train this person and you're both doing the exact same role. 57 00:03:16,919 --> 00:03:18,920 Speaker 1: So I would just open up the conversation again and 58 00:03:19,000 --> 00:03:21,760 Speaker 1: keep it going and see what they have to say. 59 00:03:22,400 --> 00:03:24,720 Speaker 1: I'm going to answer like another couple of questions because 60 00:03:24,760 --> 00:03:27,640 Speaker 1: I just answered that question so bloody fast. So this 61 00:03:27,720 --> 00:03:30,880 Speaker 1: is turning into a Q and a juicy DM episode. 62 00:03:31,840 --> 00:03:35,400 Speaker 1: The next question comes from Abby and she says, Hey, Brittany, 63 00:03:35,440 --> 00:03:38,400 Speaker 1: I'm a new e comm business owner and am setting 64 00:03:38,480 --> 00:03:42,480 Speaker 1: up my exclusive Facebook group for my loyal members. I 65 00:03:42,520 --> 00:03:45,760 Speaker 1: have honestly never participated in one of these and was 66 00:03:45,800 --> 00:03:48,760 Speaker 1: hoping on you giving some tips on how to create 67 00:03:48,840 --> 00:03:52,520 Speaker 1: a safe space for customers and what value you provide 68 00:03:52,520 --> 00:03:54,880 Speaker 1: within the group, like what you post and how you 69 00:03:54,920 --> 00:03:58,240 Speaker 1: interact with them regularly. Sorry if this is too invasive. 70 00:03:58,280 --> 00:03:59,840 Speaker 1: I really look up to you in business and my 71 00:04:00,120 --> 00:04:04,720 Speaker 1: question was too niche for YouTube. Lots of love, Thanks Abby, 72 00:04:04,800 --> 00:04:09,240 Speaker 1: and congrats on owning a new business. So you mentioned 73 00:04:09,240 --> 00:04:12,600 Speaker 1: that you have never been in one of these groups, 74 00:04:12,760 --> 00:04:14,840 Speaker 1: that would be the first thing that I would do 75 00:04:15,120 --> 00:04:18,640 Speaker 1: if I was you, I would go to similar businesses 76 00:04:18,880 --> 00:04:21,600 Speaker 1: Facebook groups. I'm not sure what industry you're in your 77 00:04:21,600 --> 00:04:23,840 Speaker 1: in e commerce, but for example, you could even join 78 00:04:24,040 --> 00:04:27,720 Speaker 1: our fate Society Facebook group shout out to the Fatesiety group, 79 00:04:27,839 --> 00:04:30,720 Speaker 1: just plugging it wherever I can. And any other businesses 80 00:04:30,760 --> 00:04:33,599 Speaker 1: that you know out there that have Facebook groups, I 81 00:04:33,600 --> 00:04:37,799 Speaker 1: would join them all and start like taking screenshots of stuff, 82 00:04:37,839 --> 00:04:40,480 Speaker 1: take a scroll through these groups, see what other business 83 00:04:40,480 --> 00:04:42,800 Speaker 1: owners are posting in there, and maybe even take a 84 00:04:42,839 --> 00:04:45,360 Speaker 1: look at what seems to work well in the groups, 85 00:04:45,600 --> 00:04:47,920 Speaker 1: whether it's posts that have lots of likes or lots 86 00:04:47,960 --> 00:04:50,760 Speaker 1: of comments, and you can create a big mood and 87 00:04:50,839 --> 00:04:55,039 Speaker 1: inspiration board where you get inspired by other business owners 88 00:04:55,320 --> 00:04:57,040 Speaker 1: and what they do, which you can then use in 89 00:04:57,080 --> 00:04:59,680 Speaker 1: your business. Which is there's nothing wrong with that. I 90 00:04:59,720 --> 00:05:01,719 Speaker 1: think it's great to be able to look at what 91 00:05:01,800 --> 00:05:04,440 Speaker 1: everyone else is doing out there, what's working for everyone, 92 00:05:04,520 --> 00:05:08,320 Speaker 1: and taking inspiration and using it in your own work. 93 00:05:09,120 --> 00:05:11,440 Speaker 1: The next thing that I want to say is you've 94 00:05:11,480 --> 00:05:14,760 Speaker 1: said that you're a new e comm owner. My first 95 00:05:14,800 --> 00:05:17,560 Speaker 1: piece of advice, well second, because I've already given you 96 00:05:17,600 --> 00:05:20,400 Speaker 1: one piece of advice, is you really have to build 97 00:05:20,400 --> 00:05:24,480 Speaker 1: a strong community before getting to the point of starting 98 00:05:24,520 --> 00:05:27,640 Speaker 1: a community group. And you're going to do this through 99 00:05:27,760 --> 00:05:31,719 Speaker 1: your business and your personal branding and your content. Because 100 00:05:32,120 --> 00:05:34,240 Speaker 1: again I don't have your business info here, so I 101 00:05:34,279 --> 00:05:35,839 Speaker 1: can't look it up. I can't see if you're already 102 00:05:35,880 --> 00:05:38,760 Speaker 1: doing this. But before a business can go ahead and 103 00:05:38,800 --> 00:05:41,760 Speaker 1: make this group that everyone can join and be a 104 00:05:41,800 --> 00:05:43,560 Speaker 1: part of, you've got to give them a reason to 105 00:05:43,600 --> 00:05:46,000 Speaker 1: want to be in there. We can't just launch a 106 00:05:46,040 --> 00:05:48,440 Speaker 1: business and go, this is my new business, this is 107 00:05:48,480 --> 00:05:52,000 Speaker 1: what product I'm selling. Oh, and join my Facebook group 108 00:05:52,040 --> 00:05:55,599 Speaker 1: for my loyal customers, because what have you done to 109 00:05:55,720 --> 00:05:58,919 Speaker 1: make them want to join? Them. Obviously, you can offer 110 00:05:58,960 --> 00:06:02,560 Speaker 1: a discount and people join that way, but you genuinely 111 00:06:02,640 --> 00:06:06,000 Speaker 1: have to build a strong community through your social media 112 00:06:06,400 --> 00:06:09,719 Speaker 1: and weirdly enough, make those people like you and your 113 00:06:09,760 --> 00:06:12,479 Speaker 1: business enough to then want to go out of their 114 00:06:12,520 --> 00:06:16,240 Speaker 1: way to join your group. I didn't make my fate 115 00:06:16,400 --> 00:06:20,360 Speaker 1: Facebook group until we were almost seven years into building 116 00:06:20,440 --> 00:06:23,280 Speaker 1: our brand. I couldn't have Maybe I could have done 117 00:06:23,279 --> 00:06:25,760 Speaker 1: it from the start because I had a following myself online, 118 00:06:26,200 --> 00:06:29,000 Speaker 1: but it isn't one of the first things that I 119 00:06:29,040 --> 00:06:31,440 Speaker 1: would do in my business journey. I would focus on 120 00:06:31,560 --> 00:06:35,520 Speaker 1: really fostering a community through organic social media before I 121 00:06:35,560 --> 00:06:38,600 Speaker 1: went in and jumped into making a Facebook group. If 122 00:06:38,640 --> 00:06:41,560 Speaker 1: you take a scroll through my pod episodes, I've done 123 00:06:41,640 --> 00:06:44,840 Speaker 1: lots of episodes about being in content, being the face 124 00:06:44,880 --> 00:06:49,400 Speaker 1: of your brand, and creating communities online. I'd definitely go 125 00:06:49,440 --> 00:06:52,040 Speaker 1: take a listen to those and again take a look 126 00:06:52,040 --> 00:06:56,000 Speaker 1: at these brands that do have really successful Facebook groups 127 00:06:56,240 --> 00:06:58,840 Speaker 1: and see what they're doing on their socials. Because if 128 00:06:58,839 --> 00:07:01,080 Speaker 1: a brand has a face Book group that has a 129 00:07:01,120 --> 00:07:04,800 Speaker 1: decent amount of members who are highly engaged, that's because 130 00:07:04,839 --> 00:07:07,400 Speaker 1: of what they're doing on their social media. So go 131 00:07:07,520 --> 00:07:10,560 Speaker 1: take a look, get some inspose see what other brands 132 00:07:10,640 --> 00:07:13,600 Speaker 1: are creating in terms of content, how are they organically 133 00:07:13,640 --> 00:07:18,000 Speaker 1: building their community on Instagram and on TikTok, And I 134 00:07:18,000 --> 00:07:22,400 Speaker 1: would really focus your time on creating content that's going 135 00:07:22,440 --> 00:07:25,200 Speaker 1: to naturally and organically build your content. And I say 136 00:07:25,240 --> 00:07:27,120 Speaker 1: this all the time, and I'm sorry, I'm sorry, I 137 00:07:27,120 --> 00:07:29,960 Speaker 1: feel like a broken record. Be in it for long haul. 138 00:07:30,760 --> 00:07:33,760 Speaker 1: Building a community online is going to take you years. 139 00:07:34,440 --> 00:07:38,880 Speaker 1: That's where I would put my focus if I was you. 140 00:07:39,440 --> 00:07:42,080 Speaker 1: And once you have gotten to that point where you 141 00:07:42,160 --> 00:07:46,120 Speaker 1: have a really loyal community, and a community doesn't have 142 00:07:46,200 --> 00:07:48,080 Speaker 1: to be massive, you don't have to have, you know, 143 00:07:48,160 --> 00:07:51,240 Speaker 1: fifty thousand followers to then create a Facebook group, but 144 00:07:51,320 --> 00:07:53,320 Speaker 1: even just a small group of people that love what 145 00:07:53,400 --> 00:07:55,840 Speaker 1: you're doing and follow you and support you, then go 146 00:07:55,880 --> 00:07:58,240 Speaker 1: and make your Facebook group. A great way to get 147 00:07:58,280 --> 00:08:00,440 Speaker 1: people to join a Facebook group is to offer like 148 00:08:00,480 --> 00:08:02,360 Speaker 1: a welcome code, which is what we did when we 149 00:08:02,440 --> 00:08:08,240 Speaker 1: started Fate Society. And by the time that you launch 150 00:08:08,560 --> 00:08:12,240 Speaker 1: your Facebook group, you'll have a community that you can 151 00:08:12,280 --> 00:08:14,800 Speaker 1: then go to and say, Hey, I'm wanting to create 152 00:08:15,160 --> 00:08:19,400 Speaker 1: this safe space on Facebook for xyz, I'm thinking this 153 00:08:19,440 --> 00:08:21,680 Speaker 1: is what we're going to do in the group XYZ. 154 00:08:21,960 --> 00:08:24,120 Speaker 1: But also I'd love to put it to you. Put 155 00:08:24,160 --> 00:08:26,520 Speaker 1: it to your community what would they like to see 156 00:08:26,880 --> 00:08:29,440 Speaker 1: in the Facebook group and they will give you all 157 00:08:29,480 --> 00:08:31,480 Speaker 1: that feedback and say I would love for you to 158 00:08:31,520 --> 00:08:33,200 Speaker 1: do this. I would love for you to do that. 159 00:08:33,760 --> 00:08:36,560 Speaker 1: So that is my advice on that question. Thanks for 160 00:08:36,600 --> 00:08:43,000 Speaker 1: sending it in Abby. Okay. The next question I have 161 00:08:43,080 --> 00:08:46,920 Speaker 1: here is hey producer ex April and Britt following on 162 00:08:47,200 --> 00:08:49,640 Speaker 1: from today's episode, but she might have listened to this 163 00:08:49,679 --> 00:08:51,960 Speaker 1: a while ago. As you know, Xander is making his 164 00:08:52,080 --> 00:08:56,320 Speaker 1: way through these dms and saving them for me. I 165 00:08:56,360 --> 00:08:59,880 Speaker 1: was wondering what you would advise someone to do when 166 00:09:00,080 --> 00:09:03,240 Speaker 1: applying for a job when they're currently at a toxic 167 00:09:03,360 --> 00:09:08,640 Speaker 1: workplace slash legitimately can't use their current boss as a reference. 168 00:09:09,120 --> 00:09:11,600 Speaker 1: I have worked in recruitment for five to ten years 169 00:09:12,080 --> 00:09:15,000 Speaker 1: and often see people using colleagues or a boss from 170 00:09:15,080 --> 00:09:17,280 Speaker 1: years ago because of this, and I always find it 171 00:09:17,360 --> 00:09:21,360 Speaker 1: a tricky situation, having been in it myself before as 172 00:09:21,400 --> 00:09:23,960 Speaker 1: a CEO. What would you expect someone to do in 173 00:09:23,960 --> 00:09:27,360 Speaker 1: this situation? That's a good one when it comes to 174 00:09:27,400 --> 00:09:31,520 Speaker 1: reference checks, and I myself whenever we're doing a reference check. 175 00:09:31,920 --> 00:09:35,280 Speaker 1: I'm always interested to see if people's references are going 176 00:09:35,320 --> 00:09:38,120 Speaker 1: to be from the place that they're currently working at, 177 00:09:38,679 --> 00:09:41,000 Speaker 1: or if it's going to be someone that's working somewhere else. 178 00:09:41,400 --> 00:09:44,400 Speaker 1: I think when it comes to providing a reference, you 179 00:09:44,480 --> 00:09:47,760 Speaker 1: need to pick someone who you're comfortable with giving you 180 00:09:48,000 --> 00:09:52,000 Speaker 1: that reference. And from the CEO standpoint, if that is 181 00:09:52,080 --> 00:09:54,559 Speaker 1: a boss from a previous job, that is so fine. 182 00:09:54,679 --> 00:09:57,319 Speaker 1: If it's like a past manager from somewhere, if it's 183 00:09:57,360 --> 00:10:00,440 Speaker 1: a colleague at the place that you currently work work at, 184 00:10:00,840 --> 00:10:04,440 Speaker 1: that's fine. And I can only ever speak from my experience, 185 00:10:04,480 --> 00:10:07,959 Speaker 1: but I completely understand that I understand that some people 186 00:10:07,960 --> 00:10:10,400 Speaker 1: are working at places where they wouldn't want to have 187 00:10:10,480 --> 00:10:14,079 Speaker 1: anyone or like their boss as their reference because it 188 00:10:14,160 --> 00:10:17,160 Speaker 1: might not be the best situation. It's also just really 189 00:10:17,200 --> 00:10:20,520 Speaker 1: awkward in general, when you're currently working somewhere and applying 190 00:10:20,600 --> 00:10:23,920 Speaker 1: for another job to then go to your boss, you know, 191 00:10:24,000 --> 00:10:26,040 Speaker 1: even if they're nice, and be like, hey, like, I've 192 00:10:26,040 --> 00:10:28,160 Speaker 1: applied for this job and I don't have it yet, 193 00:10:28,160 --> 00:10:31,360 Speaker 1: but can you be my reference? Because I've always wondered 194 00:10:31,400 --> 00:10:34,679 Speaker 1: how awkward that is if you were to tell your 195 00:10:34,720 --> 00:10:37,960 Speaker 1: boss that and then you get your boss to give 196 00:10:37,960 --> 00:10:40,200 Speaker 1: you a reference and then you don't end up getting 197 00:10:40,240 --> 00:10:42,439 Speaker 1: the job, Like how awkward that would be as well. 198 00:10:42,880 --> 00:10:45,640 Speaker 1: So from my standpoint, I think it's totally fine for 199 00:10:45,679 --> 00:10:49,680 Speaker 1: people to have like alternative people as their references, even 200 00:10:49,760 --> 00:10:52,040 Speaker 1: just someone professional that you know that you've known for 201 00:10:52,080 --> 00:10:56,319 Speaker 1: a really long time. I would never look at someone's 202 00:10:57,320 --> 00:11:01,320 Speaker 1: references and be like, ooh, their current boss isn't their reference, 203 00:11:01,320 --> 00:11:05,000 Speaker 1: because I understand like how tricky those kinds of situations 204 00:11:05,040 --> 00:11:07,320 Speaker 1: can be. So that would be my advice to that. 205 00:11:07,679 --> 00:11:11,920 Speaker 1: And I'm going to wrap up with one final question, Hello, 206 00:11:12,040 --> 00:11:15,600 Speaker 1: beautiful big business team. As a lover of fashion, I 207 00:11:15,640 --> 00:11:18,480 Speaker 1: have always wondered how the brands have done it. But 208 00:11:18,559 --> 00:11:21,559 Speaker 1: how on earth do you guys manage clothing that customers 209 00:11:21,600 --> 00:11:25,400 Speaker 1: have destroyed slash, rubbed makeup on, etc. In store or 210 00:11:25,440 --> 00:11:30,360 Speaker 1: even online and then requested to return always being curious 211 00:11:30,400 --> 00:11:34,920 Speaker 1: about this? Do they become discounted, donated super interested? This 212 00:11:35,080 --> 00:11:37,560 Speaker 1: is a really interesting question and something that I don't 213 00:11:37,559 --> 00:11:39,640 Speaker 1: think a lot of people think about until you're like 214 00:11:41,000 --> 00:11:45,120 Speaker 1: dealing with it yourself. So in the two scenarios, let's say, 215 00:11:45,120 --> 00:11:50,360 Speaker 1: for example, in our stores, someone has put foundation on 216 00:11:50,480 --> 00:11:52,760 Speaker 1: the neck of a top or a dress or whatever 217 00:11:53,320 --> 00:11:56,800 Speaker 1: we have like you know, makeup wipes and wet wipes 218 00:11:56,800 --> 00:11:59,120 Speaker 1: that we have in store, and we will always try 219 00:11:59,160 --> 00:12:00,840 Speaker 1: our best, like if it's just a little smudge of 220 00:12:00,880 --> 00:12:04,000 Speaker 1: foundational powder, we'll try our best to get it off, 221 00:12:04,360 --> 00:12:06,760 Speaker 1: and if it's something that we can't get off with 222 00:12:06,920 --> 00:12:09,680 Speaker 1: like a makeup wipe or a wet wipe, we can 223 00:12:09,760 --> 00:12:13,400 Speaker 1: then offer it at a discounted price if it's you know, 224 00:12:13,480 --> 00:12:15,839 Speaker 1: something that's so easily going to come out in the wash, 225 00:12:15,920 --> 00:12:20,440 Speaker 1: that is so so fine. It's not often that, especially 226 00:12:20,480 --> 00:12:23,760 Speaker 1: in store, people will completely destroy an item. At most, 227 00:12:23,840 --> 00:12:26,560 Speaker 1: it usually is just a bit of foundation or fake tan. 228 00:12:27,080 --> 00:12:29,520 Speaker 1: There has been an instance one time, I think, where 229 00:12:29,520 --> 00:12:31,959 Speaker 1: there was like a bit of blood on an item 230 00:12:32,000 --> 00:12:33,920 Speaker 1: that someone had tried on and probably didn't even know, 231 00:12:34,480 --> 00:12:38,040 Speaker 1: and then in that case we will absolutely discard the item. 232 00:12:38,120 --> 00:12:40,400 Speaker 1: But in terms of makeup and stuff, it's either we 233 00:12:40,440 --> 00:12:42,960 Speaker 1: try and get it out ourselves or we sell it 234 00:12:43,000 --> 00:12:45,480 Speaker 1: at a discounted price, knowing that if you just chuck 235 00:12:45,520 --> 00:12:47,720 Speaker 1: it in one gentle wash, it will come straight out. 236 00:12:48,640 --> 00:12:52,400 Speaker 1: In terms of customers sending back items that aren't in 237 00:12:52,440 --> 00:12:55,480 Speaker 1: their original condition, you'd actually be surprised at how many 238 00:12:55,520 --> 00:12:58,800 Speaker 1: people do this. It's not like heaps, but it's more 239 00:12:58,800 --> 00:13:01,800 Speaker 1: often than you would think. And it's so clearly written, 240 00:13:01,880 --> 00:13:04,200 Speaker 1: like you know, on our website and in our returns 241 00:13:04,240 --> 00:13:07,760 Speaker 1: policy that items have to be returned to us in 242 00:13:07,800 --> 00:13:11,960 Speaker 1: like one hundred percent original condition, unworn swing tags still on. 243 00:13:12,480 --> 00:13:15,760 Speaker 1: And the stuff that comes back to our warehouse sometimes 244 00:13:15,920 --> 00:13:18,880 Speaker 1: is so questionable. One of the number one things that 245 00:13:18,920 --> 00:13:22,560 Speaker 1: we get a lot in our returns is pet hair 246 00:13:22,960 --> 00:13:25,880 Speaker 1: being on clothing items. Let's say, for example, someone's got 247 00:13:25,920 --> 00:13:28,960 Speaker 1: a cat and they've got their top and they try 248 00:13:29,000 --> 00:13:30,840 Speaker 1: it on, and then they might chuck it on the 249 00:13:30,880 --> 00:13:33,280 Speaker 1: bed or whatever and then bag it up and return 250 00:13:33,320 --> 00:13:36,000 Speaker 1: it back to us, and you'd be surprised, like how 251 00:13:36,000 --> 00:13:39,560 Speaker 1: many returns we get that have pet or animal hair 252 00:13:39,600 --> 00:13:42,760 Speaker 1: on them. And what I've found as well is people 253 00:13:43,000 --> 00:13:45,680 Speaker 1: get super defensive over this and try to say that 254 00:13:46,440 --> 00:13:50,520 Speaker 1: they didn't do that, which is just it's just crazy 255 00:13:50,559 --> 00:13:52,760 Speaker 1: because it's like this has just left our warehouse and 256 00:13:52,800 --> 00:13:55,400 Speaker 1: come to your house and back like and you probably 257 00:13:55,440 --> 00:13:59,320 Speaker 1: have a cat or dog. You know, people will say like, 258 00:13:59,440 --> 00:14:02,240 Speaker 1: I'm it wasn't me, blah blah blah. But in that instance, 259 00:14:02,880 --> 00:14:05,199 Speaker 1: we ship the item back to the customer and say, 260 00:14:05,720 --> 00:14:08,280 Speaker 1: you know, unfortunately we cannot resell a top that is 261 00:14:08,320 --> 00:14:10,880 Speaker 1: covered in pet hair or makeup or fake tan or 262 00:14:10,880 --> 00:14:13,160 Speaker 1: whatever it may be, and then it's up to them 263 00:14:13,200 --> 00:14:15,240 Speaker 1: to do whatever they like with the item. We'll always 264 00:14:15,280 --> 00:14:18,080 Speaker 1: try to encourage people to join like our by Swap 265 00:14:18,080 --> 00:14:20,360 Speaker 1: and Cell group and say whilst we can't, you know, 266 00:14:20,480 --> 00:14:23,960 Speaker 1: process is refund for you today because there's fake tan 267 00:14:24,040 --> 00:14:27,400 Speaker 1: all over the top or it smells super strongly of perfume, 268 00:14:28,040 --> 00:14:30,120 Speaker 1: you can jump into our fate by Swap and Sell 269 00:14:30,200 --> 00:14:32,120 Speaker 1: and try and sell it there. Some people do get 270 00:14:32,120 --> 00:14:34,840 Speaker 1: really upset when this happens, but we always just say, 271 00:14:35,040 --> 00:14:38,320 Speaker 1: trust us. We want to process every single return. We 272 00:14:38,360 --> 00:14:40,480 Speaker 1: don't want to have to email people and be like, hey, 273 00:14:40,680 --> 00:14:44,880 Speaker 1: like this item smells super strongly of perfume, or hey, 274 00:14:44,960 --> 00:14:48,120 Speaker 1: there's deodorant marks all over it, or there's cat hair 275 00:14:48,240 --> 00:14:50,000 Speaker 1: on it. We don't want to have to do that. 276 00:14:50,000 --> 00:14:52,640 Speaker 1: That only slows us down in our job as well, 277 00:14:52,680 --> 00:14:54,400 Speaker 1: because we just want to be able to get each 278 00:14:54,440 --> 00:14:57,800 Speaker 1: return and go process done, done, done, done, refund, refund, refund. 279 00:14:58,320 --> 00:15:01,280 Speaker 1: But it is a part of business that we deal with, 280 00:15:01,600 --> 00:15:04,600 Speaker 1: you know, when dealing with clothing, and that's kind of 281 00:15:04,600 --> 00:15:08,720 Speaker 1: the way that we deal with that. So thank you 282 00:15:08,720 --> 00:15:10,480 Speaker 1: for all of your questions. If you have a question 283 00:15:10,480 --> 00:15:12,760 Speaker 1: that you would like me to answer, I tend to 284 00:15:12,760 --> 00:15:15,640 Speaker 1: answer all these in my bonus episodes every week. Feel 285 00:15:15,640 --> 00:15:18,640 Speaker 1: free to send us a DM on Big Business Podcast 286 00:15:19,120 --> 00:15:22,440 Speaker 1: on Insta April. Xander and I are always checking the 287 00:15:22,520 --> 00:15:25,600 Speaker 1: dms and saving them for rainy days, and by rainy days, 288 00:15:25,640 --> 00:15:28,440 Speaker 1: I mean bonus episodes every week. And that's all for 289 00:15:28,480 --> 00:15:30,800 Speaker 1: today's episode, and I'll be back in your ears next 290 00:15:30,800 --> 00:15:38,960 Speaker 1: week with my main episode.