We have received a copy of an internal TM AU email from Grace Mazur to her consultants, and thought you might find it interesting and as usual, way off the mark!: From Grace: Hello Everyone, What an interesting and amazing journey the last two weeks have been at Thermomix. This journey began with our launch of Thermomix Model 5 on Saturday 6 September at the roadshow, with over 2,500 Consultants and Leaders attending from around Australia and New Zealand, together with managers and staff from the office. I have heard stories of such excitement from Consultants receiving the Thermomix and saying it feels like an early Christmas and just in time for Father’s Day lunch or dinner. Thank you all for promptly attending training sessions and getting prepared for your booked demonstrations and guiding customers on their Thermomix journey. Your flexibility and commitment is remarkable. There have been many wonderful stories over these two weeks, but there has also been dissatisfaction for some customers. [glad you finally noticed, Grace] Introducing a new model to the market is always a challenging task. As much as we would love to keep all customers happy, sometimes it is not possible. [its really not all that hard, Grace...just look at Apple for example] To keep you informed of our progress, we are contacting our concerned customers by email and phone. We have provided a solution for those who purchased after 1 July and before 20 August to support them with the additional bowl, blade and lid set. As a result, the good news is that many of the dissatisfied customers are now satisfied and this is reflected on social media, where the majority of comments are now positive. [thats rubbish Grace] We still have a small number of customers who we are trying to turn around. [small number...try large number Grace!...A lot of ppl are still very unhappy at you] We want to thank you and let you know how much we appreciate your support and patience as we have worked through finding a suitable solution for our customers. It has not been an easy or perfect process and we have learned many things as a result of our launch and the reactions that followed. [we certainly hope so, Grace. You have made yourself a laughing stock in the marketing world ....how NOT to launch a new product LOL] As a company that prides ourselves on customer service, we were saddened that this experience has been less than ideal for some. [you don;t seem very sad, Grace] We thank you for sharing your messages of support and gratitude with us; they certainly lifted spirits within our office at a very busy time. Our Consultant orders (for personal units) have now all been processed and dispatched. We are processing customer orders now. The delivery terms are still 20 business days due to high volumes and catching up with the orders between 20 August and 6 September. As you are practising using your Thermomix, we would love for you to share pictures and recipes of your wonderful creations on our Facebook page and Recipe Community. [trying to drown out the unhappy customers feedback, Grace?] It is very exciting for all of us to hear that the interest in Model 5 is extremely high. However, looking after our almost 200,000 TM31 customers remains a high priority and we are committed to enhancing their journey. I am pleased to say that our next cookbook will be an upgraded copy of Cooking for me and you, suitable for both models 31 and 5. The cookbook will feature additional recipes, a photo to accompany each recipe and a Model 5 recipe chip. Thank you so much for all your support in the field, your skills in driving your Thermomix business, and your passion and belief in the product. The excitement around the future of business with Thermomix, and the lives you are all impacting by sharing this remarkable product is profound, and we are very proud of all the amazing work that you are doing every day. [try to suck up to your sale force...a lot of consultants have justhad their businesses destroyed by you, Grace...no one trusts them anymore] Happiness is not the absence of problems; its the ability to deal with them - Steve Maraboli [maybe you could try it one day, Grace...actually dealing with your problems in a faor and equitable manner???] Grace and Thermomix Team Grace Mazur Managing #thermomix #unhappythermomix #thermorage
Posted on: Sat, 20 Sep 2014 11:59:30 +0000
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