Not the best day ever, by any standards. Still fighting with all of the myriad problems involved with the US site launch (and Canada and Australia are breathing down our necks, followed by Japan and China – translation, eeek!), such as suddenly realising that the cross-sells and upsells are not set up for internationalisation. In other words, even though the two markets have different product, you can’t suggest US product on the US site (“you may also like these products, blah blah), only UK product. BIG frickin’ oops.
Then, this morning, I get an email about a site audit that the retail department has set up…for this afternoon! As I’ve written about before, there is a political power struggle between retail and e-tailing, and the head of retail had scheduled an outside company to come in and do a site audit (analysing what you’re doing right and wrong on a site and making suggestions). Excuse me? This was something that we had planned for ourselves, after the worst problems were ironed out and the sites were functional. And they do it – ?!?
So we’re all in the conference room with the four consultants from said outside company, and the retail guy is attacking us all the way. It was extremely unprofessional and vicious. Even the consultants were looking at each other with “what the hell” expressions on their faces as my boss would state certain figures (conversion rates, traffic, sales increases, whatever) and be totally contradicted by this guy. “I don’t think that true, actually – my figures show that you’ve only demonstrated a 12% increase, not a 60% increase.” God, it was horrible.
And tomorrow in a videoconference meeting I need to train the US customer service people in how to answer technical issues on the site. Three hours scheduled for that. My god…there is so much to do, along with working with these consultants.
The company that I worked for in the states, who shall remain nameless (although they are truly every musician’s friend, haha), had a completely home-grown system that totally kicked ass. Kudos to you, guys -you know who you are- you totally rock. I compare what you wrote with the piece of shit that we paid over half a million pounds for, and believe me, there is NO comparison. Your boss rocks, you rock; I’ve seen the other side…and it’s not pretty. :(
I didn’t see Kip tonight. I went home and cried, sitting on the bathroom floor with the door closed, and then I went downstairs and drank vodka.