Website outage and real-time creativity to get boxes delivered
Message from Chris Doyle, Operations Director
At Full Circle we pack every order as close to its delivery time as possible to ensure maximum freshness. This happens thanks to the careful timing of many factors: member orders, harvest, purchasing, inbound deliveries, packing and outbound deliveries. When a challenge arises in one link the entire chain is affected. Such a challenge occurred last weekend when our website was briefly down and members’ substitutions weren’t captured.
When the problem was discovered there were hundreds of orders stacked in the cooler, ready for delivery. While our tech team worked diligently to solve the problem, our warehouse crew was on hold, awaiting word of how many orders would need to be repacked with the previously missed substitution items. As you can imagine in the produce world, time is precious!
Uncertainty crept into everyone’s minds: Could we wait the long hours for the corrected packing slips and repack the orders without a major disruption to our delivery schedule? Our Warehouse Manager alleviated everyone’s doubts when he said “One thing is certain: we will do whatever it takes to get every member’s order packed correctly.” He didn’t hesitate either to ask for help.
As many of you know, the Full Circle Customer Service team is dedicated to caring for our members’ needs. When they learned of the packing team’s challenge they offered their assistance – never mind the fact that the customer service team is based 35 miles from the warehouse. On this late summer day, however, they had not expected to work in a temperature-controlled packing area so they made a special request: warm socks, please. Big, cozy knee-high argyle numbers awaited them. By the time the corrected packing slips were coming off the printer there were six argyle-clad Customer Service reps ready to go. Wish we thought to take pictures!
Packing resumed about eight hours behind schedule. After many hard-worked hours, with day shift running into night shift, the packing team finally turned the corner and was back on schedule! Better yet, all of our members’ orders were delivered on time!
Times like these bring the very best out of our teams and make us all proud to be counted among such dedicated Good Food enthusiasts!