This Week In The Ivory Paper Co Pink House | February 26th
Happy Friday! We’ve made it through another busy week here at the Pink House and I wanted to provide you with more details about the progress we are making on the backlog of orders. For those of you who did not read last week’s update addressing the order delays, please feel free to read that here
I want to start by addressing some of the common questions I received after that post.
Updated Start Dates -
Many of you were concerned you would be missing valuable pages in your planner when we updated your planner start date, and I want to assure you that is not the case. For example, if you ordered an All In One 8 Month planner that was supposed to start in January, your planner will now start in March but will still be a full 8 months in length. So do not worry! You will always get the full length of what you initially paid for.
Customer Service Team Members -
Last week when I posted the initial update, we had over 10,000 open emails from all of our customers. I'm happy to report that as of today, Friday, February 26th, we have less 5,000 open emails. Your patience with response times has been greatly appreciated.
A few of you have reached out to me concerning interactions you’ve had with various members of our customer service team. As I mentioned in the initial update, we hired 6 new customer service team members in such a quick time frame and have been rapidly working on ramping up the effort to respond to all of your inquiries.
With hiring and training new team members so quickly, I have seen some of the responses that were not helpful, kind or as informative as they should’ve been. I want you all to know that me, and the entire management team takes this seriously and have been working directly with the customer service team to equip them with the proper tools and information needed to communicate efficiently to each of you.
We appreciate your patience as we work with our customer service team during this training phase. Please know that over the next few days and weeks, I will continue to keep a close eye on customer service responses to assure that each of you are being treated with the respect and kindness you deserve.
Outsourcing To Utah -
I was surprised to learn that so many of you have chosen Ivory Paper Co as your planner company this year because we are located here in Columbus, Ohio. Go Bucks! :) I have heard some feedback of disappointment upon the news of us outsourcing 15,000 orders to a manufacturer in Utah so I wanted to provide you with more detail on what that looks like.
The on-demand printing company we have partnered with made each of your planner covers which is the most detail oriented and time consuming part of the assembly process for us. These covers have been delivered to our facility here in Columbus, Ohio where we have been working to attach metal corners and punch before matching it to the appropriate insert pages.
Currently our production team is doing all of the printing, punching, coiling, assembling and packing in-house. All orders will still be shipping from our facility. I’m happy to answer any questions you may have about our partnerships with other printing companies, so please do not hesitate to reach out.
In my last update I had mentioned that we had team members working the first and second shift, but I wanted to share that we have now increased production and added an overnight shift. The third shift has helped us increase output greatly and allowed all three of our printers to run around the clock.
Shipping Dates -
I had previously shared an estimated timeline for when you could anticipate your planner to ship. We have stuck pretty close to that timeline but still have a ways to go. I wanted to provide an update on shipping times and details about where those orders are in the production process.
“Orders placed December through January 1st will be shipping out no later than Monday.”
We currently have 189 total orders remaining on our production floor from these dates. Most of these are customer service remake orders, or orders that got misplaced/damaged on the production floor and had to be re-sent through.These will be processed out of our facility by the team working tomorrow and Sunday, February 27th-28th.
“Orders placed January 2nd through January 15th will be shipping out starting Tuesday February 23rd.”
We have been kicking butt on these orders. They started shipping earlier this week and as of today we shipped over 6,000 orders from this date range. We still have roughly 5,346 orders remaining that our production team is assembling and getting out the door!
“Orders placed January 16th through February 15th will be shipping out starting Thursday February 25th.”
We are working on orders by the date they were received as well as based off their inserts. These orders started shipping yesterday and in the past two days we have shipped roughly 1,300 orders from this date range. Orders placed within this date range will continue to ship throughout next week.
Again, thank you for being so patient with us as we work through these growing pains. If there is anything I forgot or questions I didn’t answer please let me know! It fuels me and the entire team and Ivory Paper Co seeing all of you get your planners and love them!
Enjoy your weekend! xx
Alitzah Evans Stinson
Founder & CEO | Ivory Paper Co