I am so excited to announce that our “small business” is growing! With any growth period, there usually includes the associated growing pains. Adam and I had a team meeting recently about addressing the areas we’re falling short or overwhelmed in, and how to alleviate those pain points.
We came to the conclusion that it was finally time to bring on a third team member. We’ve been burning the metaphorical wick at both ends, and we needed someone to handle the administrative tasks so we could spend more time on expansion, research and development, and our favorite – actually making the pieces you guys love so much.
We’d love to formally introduce Jillian Sederburg as our newest addition to the #Shinnsparkle team. Jillian has been a “Shinn-tern” for the last two years and has an intimate understanding of our shop. If you’ve been to any of our local shows, you’ve probably seen her helping man the booth. She’s stepped in as a host in the VIP Group several times while I was on medical leave, and is always there at the drop of a hat. We are so excited to have her be joining the team.
Jillian has been a resident “Shinn-tern” for the last two years, helping fill in the gaps – from manning our booth at pop-up events to helping fill Mystery Boxes as the clock was counting down till shipment day.
WHAT THIS MEANS FOR YOU
With the launch of the new website and the constant growth in the VIP group, we were fielding a lot of private messages scattered across various platforms at all hours of the day. We’ve created a new email, firstname.lastname@example.org to centralize all of our private messages into ONE place. Jillian will be our new customer service representative and eager to help.
We ask that you now direct all questions to this e-mail, so that we can respond in a timely manner and keep a running tab of open tickets all in one place. The includes but is not limited to:
1. Questions about your order
2. Requesting a return material authorization
3. Scheduling repair orders
4. Questions about placing an order
5. Questions about our policies
6. Custom order requests
7. Questions about your account
IF YOU HAVE A CURRENT TICKET OPEN
We will reach out to you directly. We may move your ticket over to the email (if it’s a long-term ticket like a custom order) or finish closing it out through direct message.
GOING FORWARD (BECAUSE LOOKING BACK DISTRACTS FROM THE NOW, DARLING)
Bonus points if you get the reference. Going forward, all direct messages will receive an automated response message redirecting you to the email above. We appreciate your understanding during this transition and cannot wait to compile all of your information into one spot! Thank you so much for your on-going support. It’s only going to get better from here!
NEW OFFICE HOURS
We will be moving to a more routine schedule. Customer Service will be available Monday through Friday, 9am to 5pm. If inquiries are made outside of these hours, we’ll be in touch on the next business day.