MY THANKS to John Paculabo for kind permission to post his letter to retailers — which he mentioned yesterday, Friday 30th July 2010 — for download here. Some retailers will have already received it by email, others can expect to receive it by post within the next few days.
As John himself explains, it’s a long letter — three pages of A4 — in which John sets out to address recent concerns raised both here and privately, looking at issues such as distribution and fulfilment, direct sales and digital downloads in particular. John outlines initial proposals for ways forward that should work for all of us, acknowledges that mistakes have been made, seeks to reassure us that these have been genuine mistakes with absolutely no intention to compete with or undermine high street retailers, and finally invites us to share the journey: “to walk this road together”.
Rather than reproduce the full letter, I’ve simply excerpted the opening paragraphs: to read the rest, download the pdf: Kingsway Letter to Retailers (1.6mb).
I apologise for the length of this letter, but it is written to bring you up to speed in a number of areas, including distribution, fulfillment, direct and digital sales to name but four, and so I would appreciate if you could make time to read this carefully.
Since the decision to bring home distribution from STL in Carlisle, we have worked tirelessly in the pursuit of of providing you, the retailer, with a first class service; as a consequence this task has brought many challenges. Many of the skills that we previously possessed in this activity had been lost in the last 20 years.
I am aware that we have some way to go in this respect; however, I am extremely confident that within a relatively short space of time, our service to you will be much improved and by the end of October at the latest, we shall return to levels of excellence that many of you will remember.
Our new distribution system marries perfectly into our accounts package but has proved to be somewhat inflexible in certain areas, and while we forced it to fit our needs, it has been a difficult process. Having to train new staff with little prior knowledge of our products or the new system also added to our distribution difficulties, however, we continue to work extremely hard to improve our service to you. Having now completed our annual stock-take (our year begins June 1st) we are confident that we have stock integrity and therefore going forward, fulfillment of orders will increase…
- Read on: Kingsway Letter to Retailers (pdf, 1.6mb)