In an effort to maintain a high degree of efficiency with serving our customers we are forced to consider altering some of our current practices. These modifications will allow us to maintain our low prices. At the same time, we want our customers to remain satisfied. We are blogging about this in an effort to generate feedback on the blog site or via direct email. Below are some proposed changes. Please feel free to share your thoughts.
1. Handle all orders for products via the web. Currently we take phone orders as well as online orders. The telephone orders create a series of non-standards for us and there is no back-up system/redundancy in the event an order is taken down incorrectly.
2. Limit telephone conversations to 5 – 10 minutes. It is not unusual for us to talk with some customers for 20 – 30 minutes or more. While we greatly enjoy the personal interaction, we have grown to the point where more time is needed to process orders and string racquets.
3. Reduce the number of blog entries from at least 2 per week to 1 per week, but maintain or increase our level of activity on twitter.
4. Reduce the size of our racquet pickup/delivery service area or limit runs to certain parts of the area to a single day each week. We will still be able to provide 1 hour or same day service to those who choose to drop off and pick up the racquet themselves. (By appointment please.)
Also note we are going to be doing some reorganization in terms of product warehousing. This will necessitate that we close for several days in July and into August. More on this as it becomes known. We will keep our customers updated via twitter. Please follow us there!