Today I am going to follow a customer order from start to finish and show you why Sprue Brothers is setting the industry standard in customer service.
Hot off the printer!
It all starts by YOU, when you click that button on the screen that activates the process. Your order is transmitted to Sprue Brothers electronically courtesy of the Internet. Once the order is received it gets printed and is picked up by a staffer who checks the order for any missing information such as an incomplete address or product descriptions of the items ordered.
Double Check!
Using the order form, the staffer then enters the warehouse to select the item(s) you’ve ordered. Careful attention to compare the SKU on the order with that on the item(s) and the quantity ordered. Once each item is picked and verified the order is taken to the shipping area where another staffer checks the order pulled by the picker. This reduces order mistakes and keeps inventory accurate and current.
Additionally each order is check to see if a customer has any other orders pending or on hold. This allows the orders to be consolidated to reduce shipping costs. As I watched the process I saw this occur. A customer had a pre-order placed and the item had just arrived. The two orders were combined into one on the spot!
Order all boxed up.
The prder packing station is a very busy place!
The item(s) are carefully packaged in the appropriate shipping container. The packer also verifies if the shipping mode selected is cost effective for both the consumer and Sprue Brothers. Example: A package may estimate out at a weight suitable for UPS, but once packed it actually weighs in at one which if shipped via USPS costs less yet provides the same level of service. So the mode is changed unless the customer has specifically indicated not to. This step saves the customer a little when the order is tallied and charged.
One of several aisles.
So now the order is packed and ready…well almost. Now that an accurate shipping cost has been determined, the total amount to be charged is adjusted (usually down because shipping costs are based on an estimated weight). The customers account is then charged. Understand that when you place your order initially your account isn’t actually tapped, but an authorization (for credit card purchases) is placed against it. Once the final total is determined, your account is then charged…not before. This will then reflect any refund adjustments in the shipping fee.
This in just the first hour of the day!
Once the payment processing is complete an address label is generated as well as an email telling you your order has been shipped. The package is then set in the outbound freight area for the carrier to pickup. From that point on, its in the carriers hands to get it to you.
Sprue Brothers has some other internal procedures to facilitate greater efficiency in the order processing handling. This and the dedicated hard working staffers manage to turn out your orders in one business day or less!
There is no real secret to how Sprue Brothers does it…its the people there that make it all happen. Combine dedication to serve and a little technology to make the processes easy, fast and efficient and you have the secret. No particle matter transporters, no hocus pocus, just good old fashion hard work and knowing that their purpose is to serve you!
I had the pleasure of joining the whole crew for lunch…what a great team…what nice people! I’m looking forward to my next visit!
Thanks for the look behind the scenes. I’ve always had great service from Sprue Brothers.
Well said…..the people DO make it all happen efficiently and effectively. That said, the incredible speed at which they operate is a reflection of their leader and his skills at creating the kind of working environment where the folks are eager to perform at a high level.
Bails-In-Minnesota
This is the same procedure used, with minor variations, by just about every mail-order retailer that I am aware of, including Squadron, where I worked. It ain’t rocket science, just common-sense hard work!
Well said, Michael. “Common-sense hard work” is critical to success. That said, the folks at Spru Bros. are currently the BEST at what they do because they have LEADERSHIP that is superior to the competition.
Bails
I have to agree with Bob. While the procedure may be essentially the same, not all mail order companies are created equal. I have ordered from Squadron (located in Dallas) and had my in-stock order not ship for over a week, then take another week to get to me in New Orleans. Sprue Brothers invariably ships in-stock items the same day, and I usually have them in 2 days. All my orders that my LHS cannot fulfill go to Sprue Brothers for that reason alone.
I’d prefer to do all of my shopping with Sprue Brothers. Everyone may use the same system, but for some reason I get my orders quicker with Sprue Brothers that any other I have ever used. Great folks to deal with. Just like them Hawkeye folks!
Sprue Bros. is awesome; great and speedy service.
Sprue Bros. is my go-to on-line hobby shop.
This was very interesting! Clearly this level of efficency is due to good management and dedicated, caring employees. Thanks for giving us this inside eye!