(4-6 minute read time)
If this is the first update you see,
Please check the first letter i wrote on the 7th Dec > First Letter
The second I wrote on the 12th Dec > Second Letter
The third letter > Third Letter
Dear Beloved Customers IV
In this letter I’m going to address the following;
-Why do we have to start promoting again?
-Mr.C - we're liars
-FREE Gift #2
Hello everyone, it's Leeroy.
I hope you had a very Merry Christmas with your families! <3 <3
I wanted to update you all with your order statuses and address a few other concerns our customers have had in the past few days since we attempted to start marketing again.
PS; Free Gift #2: As promised, 1 Free HD image/Digital Print (usually $19.95) coupon per customer is at the end of this letter!
(More info on the rest of the freebies down there as well)
95% of your orders have been put through to production end of last week !!!!🎉🎉🎉
As you know production takes about 4 workdays. We've already seen orders put in on the 25th that have already shipped out!
(our manufacturing partners are also working around the clock!)
For the orders that have finished production, we’ll be uploading shipment tracking numbers in the next 2-3 workdays so you can track them!
(please note, tracking numbers are for the ones that have finished production and will finish)
The rest of the 10% have been orders where we needed to change the costumes and are the ones that did not pass our internal quality control standards.
Rest assured they’re all done, all we have to do is send to production in the next 48 hrs.
Once again, I cannot thank you enough for your patience & understanding - Your portraits & freebies are on their way!
Although, it seems the sentiment has turned in the past few days since we attempted to start promoting again.
I’d like to shed some light on this subject;
ALL orders will have been sent to production within 48 hours, all HD images as well. This is being taken care of by my bro, Sev, B, and mo. 4 people.
After the mess that happened, we need to start rebuilding asap versus drowning in the failed success.
I can't sit on my hands and wait for everything to magically get better, myself and the team need to start rebuilding ASAP.
We are a small business. We are not a corporation that has an endless amount of money, quite the opposite.
As I explained through the previous letters 1 staff left and we also made new hires to be able to tackle these issues and take care of the business.
- Leeroy (me)
- Nadeem (bro)
- Bianca (B)
- Other contractors
So what does this mean?
Well, it means our fixed costs equate to around $10,000 USD PER MONTH.
This doesn’t include other variable costs, this is just to pay the team.
Please have pity on us? No. Not one bit.
This is how businesses operate, we need to make money to stay afloat.
My goal is to be transparent with you all in a bid to earn your trust because I know it’s rare in online companies these days.
We want to stand out not just for our transparency but also in our excellent standard of quality we want to provide that we’re aiming for.
SO - if we don’t advertise to earn money, how do we pay the team?
YES, i understand a lot of you haven’t received your products yet but you will very soon, AND you will be receiving so many freebies as a thank you.
We stopped advertising nearly 4 weeks ago - that does real damage to a small business.
As i mentioned in the last letter, we’ve lost a ton of money already.
Do i care? I mean yea it sucks big time to finally see a bit of profit to then -$20,000
(this doesn’t include refunds & canvas replacements since i wrote the last letter)
IS IT WORTH IT? I personally believe it is.
Why? We want to build a long term business where we treat every customer like we’re serving a close friend.
(to all of the unhappy customers - you’ll be hearing from us soon I promise!)
We want people to, not only to receive beautiful portraits but also we’re giving each customer over $200 in freebies to make up for the delay.
Literally no other company has offered any of their unhappy customers ANY sort of compensation, let alone what we’re offering.
A customer who I will refer to as Mr.C pointed out that in my first letter, I did say that we won’t be offering BOGO’s again, that you’ll never see this deal again and that we’re liars. He’s 100% correct.
I think the main reasons Mr.C said that was due to the fact that the value you get in return for sticking with us was embellished and the fact that I lied.
Was it embellished though?
Everyone is still getting a free canvas with that deal, it doesn’t change that. Plus everyone is getting huge compensation in freebies as a thank you.
Liar - Why did I say this?
At the time, the technical output of the BOGO product page was a huge mess and literally cause 90% of this. (remember we had to manually go through 8000 rows of data)
Now we’ve found multiple other ways to provide this offer without all the manual work.
Why am I addressing this? Well, it kind of sucked to hear this but I deserved it and im glad he called us out on it.
In business, whoever doesn’t innovate and evolve will die.
Offering BOGO’s is a great way to lower our customer's risk and gives us a chance to showcase our products (even though we barely break even on these offers)
We also heard back from some very angry customers who missed out on the BOGO special.
Damned if we do, damned if we don’t.
So now I'll say this:
Are we going to do whatever possible for a chance to show everyone our products?
100% we will, and that’s going to include any offers we feel will give us that chance.
AND i’ve now learnt to think five times before making any solid statements. (thank you Mr.C)
To gain more personal and business lessons, the team and I will be calling a lot of customers from both ends of the spectrum - happy and unhappy, in the months to come to get your opinion on how we can improve.
YOUR FREE GIFT #2
As promised, we’re now going to start delivering all the compensation to everyone who stuck with us.
First up is the 1 HD image/digital print per customer. Instructions below;
1- Please click here: FREE HD IMAGE
2- Go to “Digital Art-Previews”
3- Pick any Portrait
4- Select “HD IMAGE”
5- Upload your pets image
6- Checkout (the coupon code will automatically apply)
IF it doesn’t apply, please use code “ FREEHD ”
Please note; this code expires on the 1st of Feb 2020.
We’ll announce the rest at the end of the coming week.
Why? We want to clear out the end of the mess and make sure to do this perfectly first.
Next up we have;
- Wholesale prices store-wide, meaning nearly 60% OFF EVERYTHING
(Gigantic savings, usually only for wholesale customers who buy 15+ products.)
- Two Free posters, just cover shipping (usually 2x $29.95+shipping)
We’ll release a notice for the last two next week letting you know when they’ll be available for you!
Please, if you ever think there’s anything that's fishy, let us know.
We’re not in business to be tricky, we’re in this for the long haul, indefinitely.
Our mission is to provide heartwarming and/or smile-inducing experiences to pet lovers around the world. (narrowed it down recently!)
Thank you again for being so patient & understanding. Words cannot express how appreciative we are ❤️