Articles
Operations
What actually keeps an e-commerce business running: fulfillment, customer service, tools, and the systems behind all of it.
Let the Customer Walk Away Feeling Like They Won
The customer isn't always right, but they should always walk away feeling like they won. The store-credit policy that pushed our returning-customer rate to 27%, and the three tone rules behind every good reply.
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The Store Doesn't Run Itself
We ran four retail stores alongside a fast-growing e-commerce business. The checklists that worked, the $2,472 tech kit, what changes between a website and...
The Week Everything Broke
A warehouse move, an internet outage, sudden turnover, and two weeks of silent order emails, all at once. How we found the real problem...
Black Friday Prep Starts in the Slow Season
At Smoke Cartel, Black Friday was one of two days a year when the whole team was on deck. What we did before, during,...
Your Tool Stack Is Probably Too Fancy
An $8M company ran its entire customer service operation on a stack you could set up this afternoon. What we used, when to buy...
Build the Boring Stuff So the Big Stuff Doesn't Happen
Your team isn't careless. You just don't know what you don't know until the gap finds you. The boring operations playbooks I ran at...
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