19 Jan Growing Pains
You see, I feel like Wildflowers has been the explosion of love and color I always wanted it to be, but I know we have fallen short in many ways. And in this way, we have mostly disappointed our best hostesses. You know the ones, they’re always posting and sharing the brand, hustling side-by-side with their Consultant, always doing whatever it takes to get their customers their must haves, while sometimes—often this past season—missing out on their own.
About 2 weeks ago this all began coming to light. While I am friends with most of these ladies on Facebook, and I had read a grumble here and there (rightfully so!), I hadn’t ever realized the extent of their discontent.
I have to be honest and tell you I experienced a myriad of emotions when I read the initial post. Confusion, heartbreak, betrayal, embarrassment, worry, fear, and a lot more confusion. These were all my gut feelings. I didn’t know what to do, so I messaged the source and eventually got her on the phone. It was a conversation filled with tears and healing, hopefulness and understanding, and honestly, I felt like I had a grip on it all! We could make this better. We WOULD make this better!
Since then, there’s been a handful of conversations and interactions that I thought began moving this issues forward. We responded to every single hostess that e-mailed with a concern and we addressed the issues and came up with solutions. We e-mailed hostesses about their remaining gift cards and ensured that they knew they can use them in Spring. I updated our qualifying hostesses as often as I could on custom dresses. We made internal promises and commitments to not repeat past mistakes like selling special hostess items at the end of the season and more. We also double and triple checked to make sure all emails sent to our customer service gal, Teshania, have been read and responded to since our inaugural season began, last August.
And maybe most importantly – behind the scenes, our team has been working for months on updating our back end software. This Spring, we are no longer using our software that caused SO many issues this Fall, we have a brand new system that should alleviate many of those carting headaches that were at the root of the majority of these technical issues.
But I was wrong thinking things were fixed. Or not wrong, but not entirely understanding the full extent of the hurt. And the conversation continued online and I was/am embarrassed it’s taken me this long to publicly address it. Maybe if I had said something earlier, you would have know how we were working on these improvements, not ignoring the pleas of these dedicated supporters.
I now know it’s so much more than gift cards and one-of-a-kind dresses (although we are all here because of pretty clothes, right?). It is entirely the way these issues have been addressed with these top hostesses, our BEST gals. I mean, one of the quotes that runs in the front of my mind is “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Y’all could forget about the dresses being late, heck you would FORGIVE me for it, but the feeling you have been left with is unacceptable. And I am so sorry for it.
I truly do think most of these issues came along with the growing pains of our first season in business. A season I look back on with a smile, because I know the tiny team with the huge to-do lists that made it all possible. But our tiny team was NEVER alone in creating this dream come true. And I’m honestly ashamed to say I haven’t recognized this fact enough lately. I could give you a million reasons why I was too busy or my anxiety made me hide, but the bottom line is… we did not build this alone! And heavens knows we are not done building, working, or trying to be better.
I want you know we are making changes and fixing what needs to be fixed. Because no matter how beautiful our designs are, beauty comes from the inside, right?