Customer & Employee Care Process

Great customer care means resolving issues quickly, explaining things clearly, and being friendly. This builds trust and keeps customers happy. Happy employees get great training, can talk openly with their managers, and feel supported. This keeps them engaged and productive, which again leads to happy customers - it's a win-win! 

• For gift cards and care packages, any expense over $75 must be approved by the COO.  These expenses are also capped at a maximum of 1-2 per week.

• Disrespectful customer service, unclear answers, and ignoring customer needs are recipes for disaster. The same goes for employees - discrimination, stifled development, and closed communication channels breed discontent. 

• Make customer care ridiculously amazing: solve problems fast, be crystal clear, and surprise them with perks. 

• For employees, create a fun work environment, invest in training, and show you truly care. 

• Happy employees = happy customers = win-win!

Employee Reward Guidelines

• Check the Appsheet and/or the Employee tracker spreadsheet for each employee's work anniversary.

Ordering

• US-Based Employees: Managers/Operations team may order directly using approved vendors. Coordinate with Carlo.

• VAs: Coordinate with Gaby for TED Team / Jeff for Insboss.

Rewards

• Follow "Years of Awesome" tiers and budget.

Approval

• Manager approval required for all rewards.

• COO approval for rewards over $100.

Years of Awesome Package Tiers:

• 1 year in service

  • Gift: $10 Amazon gift card + Certificate of Recognition via email

• 3 years in service

  • Gift: High-quality company swag (can choose either a t-shirt, hoodie, water bottle) + $25 gift card to a globally recognized online store (Amazon, ASOS, etc.)

  • Additional 1 day of PTO

  • Certificate of Recognition via email + Message from the department lead

• 5 years in service

  • Gift: Personalized Etsy item (like a coffee mug, journal with their initials, a small piece of art, or a custom phone case) + $50 gift card to a store of their choice

  • Additional 2 days of PTO

  • Certificate of Recognition via email + Message from the department lead

• 10 years or more in service

  • Gift: Higher-end tech gadget that can be used for remote work (like noise-canceling headphones, laptop stand, mousepad, smartwatch)

  • Experience: "Adventure Awaits!" - A $100 "experience fund" they can use for a local activity or outing (museum visit, concert tickets, weekend getaway).

  • Additional 3 days of PTO

  • Certificate of Recognition via email + Message from the department lead

• Virtual Gift Card: Send a small gift card to a local coffee shop or bakery in their area.

• "Birthday Box" (if feasible): A small box of treats (cookies, chocolates, tea) delivered to their home.

• Extra Hour/Half-Day: Offer an extra hour or half-day off work to enjoy their birthday. 

Make 6 month check ins with authors of all processes

🤔What if the author does not respond?
Email the executive team

🤔What if the author is not carrying out their duties?
Email the executive team

🤔What if there is no update?
Email the executive team

Author/POC: Lorie Ann dela Cruz

• Have a question about this process? Ask it here: Process Update Form

How to Send Customer Care Package

To show our care and sympathy towards our clients, we will be sending them out our customer care package. 

1. Go to Delicious Orchards website and login using the Hello Inbox credentials saved in Roboform.

2. Choose the desired basket. You may filter based on occasion or price.

• For anything less than $10,000 in total premium, make sure to only spend about $50

• If there is a loss or death of a family member that we have been insuring for more than 5 years, send a sympathy gift basket.

• Note: For gift cards and care packages, any expense over $ must be approved by the COO. These expenses are also capped at a maximum of 1-2 per week. 

3. Input the recipient information (name, address, phone etc.) and add your message. You may also add a gift card but it would be an additional cost. Make sure to ask Carlo before proceeding.

4. Once done with adding the order to cart, proceed to checkout. Enter the billing information. It should be named under Carlo Ferrara and our office address. Make sure to use the company’s operating credit card information for payment. You may ask Audrey about this. 

5. Save a screenshot of the confirmation from the website and inform the requesting agent.