Hi, my name is Craig Robinson and I've been with Hair Direct
since June of 2012. As Chief Financial Officer, I work closely with both the
fulfillment and accounting teams.
Although these two functions might seem like they don't have a direct impact on your customer
experience, they absolutely do make a
difference. And, in both cases, it's safe to say that if you're not aware
of us we're probably doing a good job. At least that's the case with accounting.
Nobody really wants to talk to the
accounting people anyway. I should know. I'm an accountant.
Being somewhat behind the scenes doesn't mean that either fulfillment
or accounting is not aware of how they can delight each and every customer. We believe customer care trumps everything.
We realize we're not perfect, but customer
care is always our focus.
Everyone in the fulfillment department is not only an employee of Hair Direct,
they're a member of a team. Perhaps most importantly, they're customers of many
types of businesses in their personal lives too. Because of that, their own
experiences and expectation of great customer service guides everything they do
to ensure that each and every shipment
is packed with TLC, addressed correctly, and ships when it's supposed to.
You deserve to receive what you've ordered, when you expect
to receive it, and in great condition. Although we don't control every aspect
of the shipping process, we take
accountability and realize you aren't really interested in excuses.
Likewise, we're not interested in having to make excuses, so we do all we can
to control the process and meet our commitment to you.
When you think of "accounting" you typically think of the nerdy
bean counters in the back room with those green eyeshades. Don't you? Or maybe
that's before your time. At Hair Direct, the accounting team is much more than
that! In fact, we look at ourselves as
an extension of the customer service team.
Accounting processes tens of thousands of credit card
transactions each year. Trust me when I say we get it! "It" of course,
is that we're dealing with your money
and we need to be accurate. On the rare occasion that accounting needs to
communicate with you directly, we strive to go out of our way to resolve each
issue in a way that completely satisfies you. If we're not measuring up, give
us a call and let us know so we can make things right.
So there's the specific accounting interaction with you, the customer. In addition, there's a
completely different and very important role we play.
The accounting team exists in large part to ensure that Hair
Direct is financially sound so we can support you and exceed your expectations
far into the future. We can't do this based on our good looks (speaking for
myself, of course) or by being nice people. A company has to make money to stay alive so it can continue to grow
and innovate to best serve its customers. It's the accounting team's job to
make sure we're here today, tomorrow and many more years to come.
By ensuring that we're financially healthy, we can have the
right people, the right technology and the right products in the right place at
the right time to hopefully exceed your expectations.
Right? Right. That may sound a little corny but it's absolutely true. Without
being financially sustainable we can't hope to deliver on our promises.
The bottom line is: we're
here to serve you, and we're proud to do whatever it takes to give you the
best experience we can. You can count on