BRANDS Now the fix can be viewed on our site, as an asset
through the B2B platforms, and via our EU and US-facing sites too.
It’s great hearing you talking about a dedicated team of people Restrap has built for this. You’ve invested in people, then have external assistance as and when required. CW: It’s how Restrap does business. The whole pipeline for product development involves
the person from product design, a person from the factory floor who knows about their cutting and they’re sewing and all this stuff. We all discuss the pipeline - six stages in product
development before we even get to a point where it becomes anything really written down. At each phase, everything gets signed. This ensures we
know about products that are being developed for next year. Now from our point of view, we can start with the
process of making sure the information is right from the very beginning. We’re lucky that we don’t change products every year.
We only do black, a couple of other colours, and some size options. This definitely makes it easier to manage it.
That said, we have a system in place to capture idiosyncrasies or repeat issues. For example, if we get asked a certain number of times for a certain spare part, then it becomes a spare part on the system. If we get asked a question a certain number of times,
then it goes on the FAQ. It’s a simple, effective, process that means we write a
better description. The communication within our office, about all these things, is continual and that’s what leads to a well-written product description.
Capturing that ‘knowledge’ most businesses find extremely hard, much less turn it into something usable. How did that happen for you guys? What (or who) is driving that? CW: We have consistent meetings with our customer support and sales agents to identify any direct issues that are brought to our attention on the surface level. This backed up with a series of tracking spreadsheets
allows us to see patterns in product issues, misinformation or anything else, especially when the returns numbers are so small.
This year we have had a 0.3% returns rate for warranty and repairs on sold units.
Sometimes you’ll launch something and realise everybody’s
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