Happiness Guarantee
When should we be talking to a customer about Happiness Guarantee?
Only if the customer asks about it
Who are our founders?
Gorjana and Jason
How many panic buttons do we have and where are they located?
Three!
1. In the cashwrap packaging drawer
2. Under the office desk
3. In the office cabinet (lanyard)
What 3 things do you need to do after every transaction?
1. Email
2. First and last name (no abbreviations)
3. Toggle on Marketing Opt-In
What is VOC?
Voice of the customer - a third party company comes in to evaluate our customer experience
What is our go-to prompt if someone asks about our HG policy?
"If anything ever happens to your piece related to quality, we'll always do our best to take care of you."
Where did they meet?
At college
Name 5 downtime tasks
1. Restock packaging
2. Check merchandising book
3. Wipe down glass/countertops
4. Check price tags
5. Lint roll
6. Dust
7. Check for go backs
8. Restock waters
9. Clean out fridge
Where can you find the manual transaction slip if Shopify goes down?
In the cabinet under the cash drawer
How many do we get per month?
We get 1 per month unless we get below a 75% then we get another one
How long will the plating last?
"Some change in color is normal over time with our fashion styles as they are plated, however, with proper care, your jewelry should last for years to come."
Where was a first store location?
Laguna Beach, California
Can we ever enter a card information manually?
Only if it's a gift card!
Name something on the VOC evaluation that relates to the company
The founder's story or where the brand is from
1. Do you need to get approval for 1 lost fashion earring?
2. Do you need the full ring set to do an HG?
1. No! But it still needs to be processed through HG App and Shopify
2. Yes! Even if only 1 of the set is damaged, we still need the whole set
How many stores do we currently have?
121
Can we void a transaction?
No, the item will have to be returned
Name something on the VOC evaluation that relates to a process
Capturing the customer's email and toggling on marketing
What are the steps to processing a lost replacement?
1. Confirm the request was approved
2. Submit through HG app as "Lost" with a reason code
3. Create a gift card for the amount generated in Shopify Admin
4. Repurchase on Shopify with the gift card
Where does Gorjana's name come from?
She's Serbian
Who should you reach out to if there is an issue with Shopify?
Urgent - Short Hills Tech Chat
Non-urgent - helpdesk
Name something on the VOC evaluation that relates to product
Speaking to the materials, care or styling tips