Thank you, Joel, for taking the time on a Sunday morning on a holiday weekend to address this.
A couple snippets ...
joelterrific wrote:... The other contributing factor is that we're trying new things that we have to develop processes for. I feel like we spent too much time over the last year avoiding doing new things because we were concerned with developing these processes in advance. ...
Reiterating this part, as such planning is understandable.
With that said, don't be afraid to use the board for feedback ahead of time to help with the processes - Purplepalooza is a great example (heck, it brought me back.) Such can also guide when and where attention needs to be paid towards (the print placement on the mugs). Does it remove the element of surprise? Yes, it does, but it builds anticipation too - both in the desire for the product (like!) and if there will be hiccups (it may take a month is more acceptable when it's disclosed up front).
Shirt.woot has always been very community oriented, but practically everyone knows how it's been (sadly) diminishing over the past year and a half - some of it over self-generated reasons. I feel that letting the community get involved ahead of time can certain enhance their experience and keep them more active with shirt.woot.
... If it is reassuring, know that we take this super seriously and it's all meant to keep us interesting, relevant and fun. Thank for keeping us aware of the impact to you guys and all I can say is I hope you know we're making every effort to improve with each new promotion.
One huge aspect that might not be readily apparent is that when someone orders an item, it is because they really wanted it; they're buying it because of the artist and/or design, not for the quantified ink and fabric. Production snafus and logistics may dictate otherwise, but when an item isn't delivered, the disappointment it creates can go well beyond that sale.
To Woot, it was a refund; "no sale."
To the Wooter, it may well be "no sale ... ever again."