Inbox backlog has been a problem at BGLH for longer than I’d like to admit. (If you’re a longtime customer, you probably know this.)
This summer we committed to ending the issue once and for all. So in May we hired Nadine as a customer service lead, and she stepped into quite a storm.
It was right before our summer hiatus, and we were dealing with high order volume and freezer backups, along with unanswered customer emails dating back months. To give some perspective, there were more than 400 unread emails in our inbox.
I am not proud to admit that. But I want to be honest about how far behind we were—and how much work Nadine put in.
After a couple of months of training, she cleared our entire customer service backlog. Outstanding emails were down to zero.
Since then, she’s stayed on top of the inbox. Emails are being answered in less than a week, often the same or next day.
Before I let her introduce herself, I just want to say something.
Until a couple of months ago I, as the brand founder, was still personally replying to every customer service email, as I had been doing for the past 11 years.
Over time, I’ve gotten to know you through the inbox, to the point that some of you are “friends in my head”. 😂 To be 100% honest, I miss that connection.
But I was in waaaaay over my head.
Customer service has grown into a job of its own at BGLH. Trying to handle it along with everything else meant that, despite my best efforts, it was never done quickly or well. And for that I apologize.
You all deserve better, and I’m glad you finally have someone capable handling your questions and concerns.
Even though I’m not in the inbox anymore I’ll continue sharing updates on YouTube and connect with you there.
Without further ado, here’s Nadine, in her own words!
“Hello! I’m an energetic 69 year old who has been married 44 years, grateful mom of 3 adult children, grandmother to a precious granddaughter and lover of life! I grew up in a military family, graduated with a psychology degree from the University of Texas, and am passionate about healthy living, gardening, fly fishing, and finding ways to help others. And that is why I love my work at BGLH! It’s a way for me to serve others.”
Welcome to the team Nadine!
~Leila
