#613 supply and demand

Yesterday I wrote about the unavailability of L.L. Bean's "cute red boots" and received an interesting reply from a colleague and L.L. Bean loyalist.  You can read her remarks following today's entry -- some food for thought as she shares a different perspective.

In a parallel situation, finance software company Intuit (makers of TurboTax, Quicken, QuickBooks) sponsored a competition for a small company to receive a 30 second commercial to be aired during last weekend's Super Bowl.  The winner was GoldieBlox, maker of construction toys targeted to girls.  

As part of their entry, GoldieBlox needed to show evidence of how they planned to handle the anticipated spike in demand that could follow such a commercial.  GoldieBlox contracted with a second factory to make the toys and hired a separate firm to assist with shipping.  I hope they are both inundated with orders.

Intuit realized that demand without delivery infrastructure would actually be a disservice to the winner instead of a reward.  It's a lesson that many other organizations could learn.  Is yours one of them?

-- beth triplett
leadershipdots.blogspot.com

@leadershipdots
leadershipdots@gmail.com

Source:  Toy company wins 30 seconds of fame by Joyce Rosenberg for the Associated Press in the Telegraph Herald, February 2, 2014, p. 2B

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The comment I received regarding yesterday's blog:

I felt compelled to comment on this post, as I have been an online customer of L.L. Bean for slightly over a year.  While I agree that it seems they tend to advertise an item that they can’t keep in stock (I too, looked up the red Bean boots after seeing them in an ad a few weeks ago), it still seems to work for them!  When you have some time, do some browsing on their site, and you will notice the reviews that comment on buying before they sell out.  It seems that every season, certain items will sell out!!  In the fall, it is the fleece lined flannel.  Spring, the flip-flops.  Around the holidays, the best colors of their famous boat and tote will sell out very quickly, never to return!  They re-stock, but in different fun colors to make you want to buy another!  The thing is, along with the comments about selling out, you will see comments about the best customer service ever!  I can vouch for that, as I have received some of their WONDERFUL customer service!  No matter what hour of the day you call them, you will receive a stateside customer service rep, although the eastern dialect may be a bit difficult at times, it always feels as if you are talking with someone you know rather than an online customer service rep. who doesn’t understand the inquiry.  (This is how I have felt with Amazon customer service, and they have been credited with great customer service).  So, despite the fact that they don’t always have the right color or size in stock, I know I will be a return customer because of their guarantee and the wonderful customer service! 

I guess I just felt compelled to point out that the company that appears to be doing something wrong, can also be doing many more things right.