NW Team Update for April 2022 – Thank You

Hello, wonderful people of Nadine West!

I hope this message finds you well and that you are enjoying the spring time weather (or autumn weather if you’re in the Southern Hemisphere.)

The theme for April’s team update is GROWTH.

By growth, I don’t necessarily mean an increase in some key metric. Instead, I mean major structural improvements in how we do things at Nadine West.

April was transformative (and, at times, challenging), but you all pulled it off! Thank you so much for being the best team ever! <3

Ben
Sidney
Meredith

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IN THIS UPDATE:

1. YOUR MISSION: TO DELIVER HAPPINESS TO THE EVERYDAY WOMAN
2. BAR CODE SCANNING CHANGES THE GAME
3. CUSTOMER SERVICE…THE REAL MVP’S
4. NW TEAM QUARTERLY SURVEY
5. APRIL CELEBRATIONS
6. MARCH AWARDS
7. PAST TEAM UPDATES

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1. YOUR MISSION: TO DELIVER HAPPINESS TO THE EVERYDAY WOMAN

First, I wanted to share Nadine West’s mission with all the newest members of the Nadine West team.

Our mission is to deliver happiness to the everyday woman. On one level, that means sending beautiful pink packages of personalized outfits, at an affordable price, to our customers.

But on a deeper level, that means making our customers smile whenever they interact with Nadine West — whether it is through our web site, through text messages from OMS, through emails from customer service, or through the outfits that our warehouse ships to their doorsteps.

We aim to fulfill that mission by operating on a few key principles, including:

a. Long-term thinking: make decisions based on what’s best for Nadine West in the long-term;

b. Focus: prioritize whatever makes the biggest impact, aim for deep work, respect others’ deep work time;

c. Humility: realize that there is still so much to learn, adopt a growth mindset;

This is how we (and you) succeed at Nadine West. Thank you so much for being a part of Nadine West. ❤️🙏

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2. BAR CODE SCANNING CHANGES THE GAME

April was a huge leap forward for operations and for all of Nadine West.

For the first time ever, we can scan bar codes on individual items in the warehouse.

I cannot overstate how much this is going to change the game for us.

Before, we relied on manual tracking of inventory, meaning that someone had to visually inspect each item for accuracy, both during outbound (shipping) and during inbound (returns).

Relying on visual inspection was the best we could do for many years, but it always resulted in inventory errors that cascaded throughout the entire system.

However, we now have the ability to scan bar codes on items to ensure inventory accuracy during shipping and returns. Amazing!!

I know I’m forgetting someone, but special kudos to a few people for making this happen: Meredith, Miha, Panos, Danielle, and Laura.

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3. CUSTOMER SERVICE…THE REAL MVP’S

The introduction of product scanning in the warehouse is a game-changer for us, but it was not without a few bumps in the road. Long-term, scanning is going to improve order accuracy, which will increase customer happiness. But, short-term, accuracy took a temporary hit, which led to increased volume of emails to customer service.

Customer service, the heart and soul of Nadine West, displayed incredible empathy and composure during this transitional period.

Every month, Carl recognizes the month’s top performers (MVPs) on the Customer Service Basecamp. Given this month was particularly challenging, I’d like to give them a big company-wide shout-out! Great work, everyone!!

SPECIAL AWARDEES:

Save Cancels MVP: Jennylyn 4.30
General Support MVP: Jayson 4.60
My customer is my best friend award!: Edenroi 88% Happiness w/ 219 ratings
The Flash: Maddy 3,104 members helped
The VIP Saves Queen: Jennylyn 35.38% VIP Save rate
I-make-the-NON-VIPs-feel-like-VIPs award: Jennylyn 14.10%NON-VIP Save rate
Best Team Captain: Jirces 3.48

Top QAs
Reggie 5.00
Katherine 5.00

TOP PERFORMERS:
Jayson
Laurie
Jennylyn
Jadeberry
Jo
Dondon
Kim
Hana
Alyssa
Fritzie
Janille
Princess
Kamille
Tiffany
Charles
Karren

Special shout out to Hayley for her leadership and execution here.

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4. NW TEAM QUARTERLY SURVEY
What are people saying about being a part of the Nadine West team? Find out in this blog post.

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5. APRIL CELEBRATIONS
Check out this month’s birthdays and anniversaries.

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6. APRIL AWARDS
Congratulations to the top performers from our NW Customer Service and NW Styling teams for the month of April!!

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7. PAST TEAM UPDATES
Read up on past team updates via the links below: