He paused and glanced around the group. “Bear in mind that the focus for these billboards was letting people know about things that they could purchase through our website which they might not otherwise have thought about. For example, one woman purchased groceries through the site after finding out she could. A college student bought a new phone through the site. The push was that they would find increased selection on our site, as well as better prices than they might find if they went to a brick-and-mortar store.”
I nodded. “So we know that the billboards were working,” I said. “Does anyone know any issues that we might have had this quarter?”
“There was bad weather,” Bobby said, clearly wanting to make up for earlier.
“Go on,” I said. “What does bad weather have to do with anything?” I had a feeling I knew where it was going, though, and that feeling was confirmed as he glanced over at Tim, the head of our logistics team. Tim remained silent, but he nodded encouragingly at Bobby.
“In February, there were a lot of delays,” Bobby said. “With highways being closed due to avalanche risks through the midwest and ice in other places as well. That affected our supply chain and our delivery times, so we weren't able to meet our guaranteed shipping times in all cases.”
“We did have to shell out a lot of money in partial refunds when products didn't arrive by the dates they were supposed to,” Margot, one of the accounting execs, piped up. “Even though those products were eventually delivered to the customers, because they didn't meet the guarantees, that meant that we weren't making as much profit per product.”
“And it also led to a lot of negative consumer sentiment,” Michelle added, nodding her head. “There were a lot of negative reviews that got posted to product pages strictly because people were upset about how long it took to receive certain orders. There were also a number of people who vowed not to use Orinoco again because they didn't trust our shipping guarantee, even if we did, as Margot said, give people partial refunds when we didn't meet those guarantees.”
“That negative consumer sentiment wasn't just regarding late deliveries, though,” Jack mused. “There was actually a surprising amount of negative feedback on the billboards where people didn't want to use Orinoco rather than a brick-and-mortar shop to purchase certain things like groceries. I guess it felt too impersonal to them.”
“All right,” I said, pleased with the way the discussion was going. “So maybe that's what we need to focus on in the coming quarter: eliminating, or at least minimizing, that negative consumer sentiment. Helping people realize that even though they're purchasing those items with the intermediary of a large corporation, it still goes back to those same mom-and-pop shops. That's where we're getting a lot of our products from. How are we going to do that?”
The rest of the meeting was productive. At first, things were still a little quiet. No one wanted to be wrong. But as I continued to give positive feedback on various ideas, more
and more people began to chime in. They still seemed terrified, perhaps more so now than they had when they'd been able to predict what my reactions were going to be. But it was productive all the same.
“All right,” I said as we began to wrap up the meeting. “Those were some good ideas. Now, I'm not going to fire anyone because of last quarter's failures. However, I do want us all to try to incorporate some of what we've discussed in this meeting into what we're going to do for the coming quarter. Let’s see if we can not only meet our internal goals, but surpass them.”
There was another glance shared around the table. Everyone looked frightened.
“I'm not going to fire anyone next quarter if we don’t surpass those goals,” I said, rolling my eyes, even though inwardly, I was starting to wonder about company morale. “The company is still increasing its profits, as was mentioned before. That's what I like to see. I'd just like to see more.”
They stared at me as though I'd gone insane.
I stood abruptly. “I believe that's all we have time for today. If you have any further inspiration, you know where to find me.”
I couldn't remember the last time someone had come to my office just to chat about an idea. Usually, I needed to summon them there regarding perceived issues that the company was having.
The only thing I could think about, as I headed back to my office, was that I had never realized what an asshole I'd been to my employees before.
Chapter Twenty-Three
Lexi
I smiled at the picture that Emma was proudly showing off to me, even though I didn't really see the unicorn that she was going on and on about. It was cute to see her so excited, though.
“We'll hang it on the fridge,” I promised her. Then, I smiled slyly. “Or maybe Daddy will hang it up in his work office.”
Andrew was allowing Emma to continue calling him Daddy, although neither of us had told her to call him that. Still, he didn't want to advertise the fact that he had a child. He'd still hang the picture up in his office if Emma asked him to, but he'd be forced to come up with some sort of story explaining where the picture had come from.
Maybe it was a little mean for me to encourage that, but I didn't mind.
“All right, kiddo, it's time to get you to bed,” I told Emma as she wound down her story about the unicorn.
She pouted. “I don't want to,” she said.
“But remember the new stuffed animal that Daddy brought you from his trip?” I asked her. “Don't you want to go cuddle with him?”
“Can you tell us a bedtime story?” Emma pleaded, and I smiled at her.
“Of course, I will,” I said.
“But make it like one of Daddy's stories,” Emma commanded. “I want princesses.”