good culture within office but not so much for retail staff - Retail Sales Associate By Invite Only Jewellery Employee Review

Update: The employee who wrote this feedback has since reached out to clarify that she appreciates the reply we made on glassdoor and that she was thankful for the opportunity to work at our company. She understands that with major changes, it takes time for things to take effect. She also mentioned that she did enjoy working with our company, she is glad to have crossed paths with everyone in the company and it has been a pleasure. ____________________ Thank you for your review and for taking the time to let us know about your experience. Your candid and constructive feedback is very helpful to us and we’ll be bringing this up in our next management meeting to work on how we can improve. As we expanded, we encountered several hiccups along the way due to our newness to physical, in-person retail as well as managing the scale. As of just 1 year ago in March 2020, we expanded from 5 people in our office to a team of 17. We are now better equipped to take up challenges and set better SOPs, however, we know that we still have much to improve on. We thank each and every one of our retail staff for their patience with us and as much as we try to do the right thing, some areas did fall through the cracks and as CEO, I’d like to apologise for that. Since you’ve left, we have appointed 2 new store supervisors who the Operations and Customer Service team meet with weekly. With this setup, we’re also able to provide more accurate, clear and timely updates. We also intend to groom and promote more retail staff into positions of leadership so we can work closer with them to achieve a ‘happy team, happy customers’ ideal. As for freelance work, I suppose you are referring to our crafting/assembly department as that is the only area that needs QC before we can release the payment. There is no excuse for the delay in getting this done despite our lack of manpower in that area but rest assured, this will never happen again. As we scale, we’re not able to keep up to the demands of certain designs as well as keep up with the QC for crafted items, which when done properly, does take a longer time than most tasks. Due to these factors, we have decided to dissolve the crafting department as of this month and have our items manufactured by our trusted suppliers instead. We note your observation of the retail and office staff divide and will continue to work on shortening and eventually dissolving that gap in its entirety. If there is anything else that you feel would help us improve, please do not hesitate to reach out to me personally. Thank you and have a great week ahead.