Since I returned from surgery, I have been way behind answering emails. Between recovering, medication and sales much increased since last year, I have not been able to manage inquiries. The most important of these being the occasion when the post office plays foot ball with a package. It doesn’t happen often, but it does happen. The temporary fix is that the Mom of this Mom and Pop is stepping in and taking over Customer Service. You can email her at Aimee(at)ThisDomain if you have any problem with your order. But a much better solution is coming. In fact, we have two solutions coming soon.
A Ticket System – We are now experimenting with a ticket system to track problems and provide better customer service. Frankly, I am amazed that we are doing something so professional. The business really is one Mama, two kids, and myself. The best part of the ticket system is that either one of the adults can address a problem and keep notes on the problem. We will still offer replacements and refunds as we have always done when something goes wrong, but with the ticket system we will be able to approach problems in a much more orderly way.
Automated Tracking Numbers – Believe it or not, we still drive orders to the post office every weekday and often on Saturdays. When truly busy we often make a morning and an afternoon trip. With the 2018 season we will be installing software that purchases shipping from home. We will also be contacting the post office and having packages picked up by USPS from the farm. The benefit to our patrons is that upon purchasing postage, the tracking number is issued and sent via email to the patron who made the purchase.
Apology – The challenges with customer service are growing pains. Never did I expect to experience the interest and demand that Peppers by Mail now experiences. I apologize profusely for being so far behind in answering questions and addressing problems. Please accept my sincere apology for any problems this has caused a know we recognize the problem and are taking steps to address them.
For now, if there is a customer service matter that you need addressed please write to Aimee(at)ThisDomain. She has promised to try to respond within 24 hours. Once the ticket software is up and running, expect a much faster response with multiple people checking the system often.
Thank you for sticking with us even when we experience the occasional growing pain: