Thank you for the feedback about the Changes. We will do our best to improve the internal communication and go through the change details with all related teams in future so that everyone will be on the same page.
With the tough competition and fast changes of the market, Sunjoy is proud of being innovative and always took a step ahead of the market. Our business grew from 0 to $10million in the past 10 years. All the changes are planned at least 4 weeks upfront and programmers make detailed plans, not just a whim.
With the workflow changes and the technology upgrade of our system, we are now able to handle 11,000 orders per year with a team smaller than 20 talents. It is the changes and our innovations that enabled us for the success. We understand some changes did not turn out very successful, which is also part of innovation.
We have dedicated break room for our team members to laugh and have coffee together. Like all companies in traditional business, we have clients calling us all the time. It is not encouraged to chat loudly at working station so that we can avoid distracting our team members who may be on the phone. This is also our respect to our clients on the other side over the phone.
Over the 10 years, Sunjoy has developed a client base of over 10,000 customers, with 6000 more customers actively placing orders repeatedly to us. This explains why we could grow from 0 to 10 million revenue. We take good care of our clients within the range of terms and conditions agreed upfront by both parties for every single order.
Service quality wise, our on-time delivery rate is 96% versus the industry average of 91%. Due to the nature of customization, some orders could be very complicated and some times factories and carriers ( UPS/ FEDEX) make human errors. We issue refunds to customer in these cases and offer reasonable discounts when they are willing to keep the order. On top of it, our product quality has been rated 5-star all the time.
Profit wise, as a business organization, we have to understand that we are NOT a non-profit association. We rely on our profits to pay our employees and keep investing into our business for our long term goal.
For the holidays Chinese and U.S. employees taken, we strictly follow the labor laws at both countries and offer basic holidays to both offices. There are more basic official holidays in China vs the U.S. For instance, at the U.S. we get 1 day off at the 4th, but the national holiday in China is 7 days. China also has 7 days holiday for Chinese new year, while we only 1 day off for new year at U.S. side. That is government level issue which is far out of our control.
Our account managers do NOT work on everything. Their job scope covers making quotations, follow up quotes and issue resolution only. They will need to finalize the resolution plan with clients and then simply hand the case to operation team for all the rest work.
It takes negotiation skills to stay firm with company policies and at same time keep the negotiation calm and smooth. If not, negotiations could be frustrating.
Like all the other companies, there is a quota for each individual sales in Sunjoy. The quota is professionally calculated by our data team as per the average growth of the business and the history data of each month. Most employees find it easy and we have some of them finish double the amount all the time. For the ones that had a hard time with it, we have one on one review meetings to offer help for at least three times before we have to sadly let anyone leave. less