CEOs with closed stores and furloughed staffs are answering customer service emails themselves
By Ann-Marie Alcántara Close Ann-Marie Alcántara June 11, 2020 6:00 am ET The coronavirus pandemic dealt Farmgirl Flowers Inc. one problem after another: A shelter-in-place order in March forced it to shut down its San Francisco distribution center. The shift to a new distribution center in Ecuador and disruptions at shipping companies made some flower deliveries late.
“Had we not told them, the story they would have in their head would probably be something more in tune with ‘Why can’t this company get their act together?’” she added. The customer service team at bedding company Parachute Home Inc. started testing virtual styling consultations with customers last October. But when the coronavirus pandemic forced Parachute to temporarily close its nine retail shops, the company ramped up the program, with founder and CEO Ariel Kaye taking on two to three consultations a week.
Ms. Kaye has made a few changes based on the sessions, such as adding more information about the brand’s brushed cotton line of sheets and other bedding to the company’s blog and testing “collection pages” on the website to show how a customer can use various products to style a home.
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