Today's Bad Buzz
Today, Tuesday, February 8, 2022, upon arriving at the office, our sales team discovered via messages left on our social networks and our chat that one of our products was causing problems and was being debated on Facebook. From then on, a crisis meeting was set up and we decided to be transparent and explain things to our customers and podiatrists.
Indeed, the subject of the debate is a stainless steel strawberry sieve, which we offer on our website at the price of €29.90 including VAT via our German partner Hellmut Ruck. This product protects strawberries during cleaning and disinfection and thus prevents them from being lost.
This is how many podiatrists contacted us comparing our product to a simple tea filter that can be found on various websites for less than €5. Some comments even made us laugh! We must admit, some of our customers have a great sense of humor. However, our marketing team quickly realized that this problem was quickly relayed on social networks as well as on various podiatrists' Facebook groups. Our Bad Buzz of the day was born!
Our first reaction? We immediately thanked these people for their comments and we temporarily removed this product from our catalog while we found an explanation.
This is how the bitter adventure that we internally call “Strawberry Tea” begins!
Through this story we want to explain to you how our company My Podologie works so that you can understand all the work that is done behind our product catalog and how our website works.
Emma, our purchasing manager who is in permanent contact with our suppliers, immediately contacted our partner Ruck by email to get more information on the product. We therefore had a response at the end of the morning with more information.
Surprised by the diameter announced while there are 4.5cm strawberries inside on the product photo, we asked our supplier to check again. It was then that we had the information that the diameter of the ball containing the strawberries does not measure 3.5cm but 7.5cm! It is therefore an XXL tea ball...
As you can see, we buy this product for €15 excluding VAT from our supplier Ruck. This is not a secret and the price had already been revealed by a customer on Facebook last night.
But how does our catalog work?
It's very simple, it's our catalog manager Priscilla who takes care of all that. She creates all the products on our website, sometimes thanks to mass imports of supplier catalogs via tables and sometimes by hand, one by one. She makes it a point of honor to offer you quality product sheets with as much detail as possible so that you find the product you need.
For the pricing policy, we have 2 methods depending on the products:
- Either the product is stored by My Podologie in our premises in Seignosse, in the Landes,
- It is either ordered on demand from our supplier when a customer orders it from us.
This is our warehouse where we store all of our stock and where we manage our customers' orders.
And what about our pricing policy?
In the first case, we purchase many products in a single order so that we can spread the shipping costs charged by Ruck across many products.
We have a fairly simple pricing policy: we take our purchase price to which we add 30% margin and 20% VAT. This allows us to cover our operating costs, shipping costs from our supplier to Seignosse, storage and reshipping costs (costs that we cover when you order this product on our site and benefit from free delivery).
In the second case, we place an order specifically for a single product for a customer. Shipping costs therefore apply to this single product. This is the case that applies to our product of the day because it is not stocked by us. This is how we go from a purchase price of €15 excluding VAT to a final sale price of €29.90 including VAT for the podiatrist.
However, despite all our efforts, sometimes there are inconsistencies or problems with products that escape our attention. And yes, with a product catalog with more than 8,000 references, it's a lot of work!
But then, how do you handle complaints?
In case you detect a problem on our catalog, you have the possibility to contact our great customer service! Charlène and Cécile are happy to answer all your questions and requests every day. They are multi-taskers because they answer you by phone, SMS, WhatsApp, email, and via the chat on our website.
In case you detect a problem on our catalog, you have the possibility to contact our great customer service! Charlène and Cécile are happy to answer all your questions and requests every day. They are multi-taskers because they answer you by phone, SMS, WhatsApp, email, and via the chat on our website.
My Podologie do you have a stock?
Let's not forget to talk about our great Logistics team without whom the products from our warehouse would not arrive at your home! It is Maylis, Pauline, Eliana and Christel who strive to ship all your orders with the greatest possible care. They also take care of receiving arrivals from our suppliers on a daily basis and thus restocking our warehouse. This is how more than 5,800 references are guaranteed in stock with possible delivery within 24 hours throughout France with our partner Chronopost.
Finally, Jean, Théo and Hugo take care of the IT department and work on developing new modules to simplify our daily lives and resolve problems that may appear on our website.
This entire team allows us to offer our customers a complete product catalog, adapted to the needs of chiropodists, and to meet the expectations of our customers.
This is how our story for today ends!
We would like to take this opportunity to thank our thousands of customers who trust us every day and why not take advantage of this strawberry ball to have your first shopping experience at My Podologie?
Otherwise, the entire marketing team, made up of Louise, Diego and Clara, who are responsible for promoting our products on our website, our application and our social networks are at your disposal to chat over a “strawberry tea” if you are passing through the South-West!
