Simon Devlin

And we'll say, do you want us to send you some fact sheets on carting and lighting or enjoying your cigar? I've been smoking cigars for a long time. We'd say, hey, do you want us to send you a fact sheet on pairing your beverages with cigars? And they'd go, oh, wow, that's amazing. And then they'd get a follow-up email straight away, and then they would actually go into a 11-email welcome sequence.

And we'll say, do you want us to send you some fact sheets on carting and lighting or enjoying your cigar? I've been smoking cigars for a long time. We'd say, hey, do you want us to send you a fact sheet on pairing your beverages with cigars? And they'd go, oh, wow, that's amazing. And then they'd get a follow-up email straight away, and then they would actually go into a 11-email welcome sequence.

as well and when they got their first order it have a handwritten note in there with uh with a little gift a cigar cutter as well Now, just that welcome call, people would write reviews before they even got the product, like off the charts. And these reviews, I was like, I don't know if I can use them. It looks like I wrote them myself.

as well and when they got their first order it have a handwritten note in there with uh with a little gift a cigar cutter as well Now, just that welcome call, people would write reviews before they even got the product, like off the charts. And these reviews, I was like, I don't know if I can use them. It looks like I wrote them myself.

as well and when they got their first order it have a handwritten note in there with uh with a little gift a cigar cutter as well Now, just that welcome call, people would write reviews before they even got the product, like off the charts. And these reviews, I was like, I don't know if I can use them. It looks like I wrote them myself.

And things like, I have never experienced service like this online before. This is old school service, that sort of thing. So then when we started making offers in our return path, like our weekly Ligador, The uptake on it is huge. All because they have a different interaction. And the other thing that happened is...

And things like, I have never experienced service like this online before. This is old school service, that sort of thing. So then when we started making offers in our return path, like our weekly Ligador, The uptake on it is huge. All because they have a different interaction. And the other thing that happened is...

And things like, I have never experienced service like this online before. This is old school service, that sort of thing. So then when we started making offers in our return path, like our weekly Ligador, The uptake on it is huge. All because they have a different interaction. And the other thing that happened is...

you don't get as many calls, people calling up saying, what's happening with this? What's happening? Because you've built a level of trust that they haven't felt before. So in fact, so much so that one of the other things that we do with that whole experience and engagement is sometimes they call up and they're like, hey, my parcel hasn't arrived. It was sent with Australia Post.

you don't get as many calls, people calling up saying, what's happening with this? What's happening? Because you've built a level of trust that they haven't felt before. So in fact, so much so that one of the other things that we do with that whole experience and engagement is sometimes they call up and they're like, hey, my parcel hasn't arrived. It was sent with Australia Post.

you don't get as many calls, people calling up saying, what's happening with this? What's happening? Because you've built a level of trust that they haven't felt before. So in fact, so much so that one of the other things that we do with that whole experience and engagement is sometimes they call up and they're like, hey, my parcel hasn't arrived. It was sent with Australia Post.

I can see that you guys send it. I know it's not your fault, but is there anything you can do? And we were like, yeah, no worries, let us follow this up. And they might say, oh, I followed up with Australia Post and they said, if they haven't received it in two weeks, then, you know, call us back. And what we would do is we would offer to resend the entire package.

I can see that you guys send it. I know it's not your fault, but is there anything you can do? And we were like, yeah, no worries, let us follow this up. And they might say, oh, I followed up with Australia Post and they said, if they haven't received it in two weeks, then, you know, call us back. And what we would do is we would offer to resend the entire package.

I can see that you guys send it. I know it's not your fault, but is there anything you can do? And we were like, yeah, no worries, let us follow this up. And they might say, oh, I followed up with Australia Post and they said, if they haven't received it in two weeks, then, you know, call us back. And what we would do is we would offer to resend the entire package.

And generally it's like $300 or $400 worth of cigars. And they'd be like, oh, okay, you just resend the whole thing? And I'm like, yeah, we just resend the whole thing. And when the second package arrives... You let us know and we'll give you a postage to send it back to us. Now, there's a lot of trust there, right? You're trusting that people will send it back.

And generally it's like $300 or $400 worth of cigars. And they'd be like, oh, okay, you just resend the whole thing? And I'm like, yeah, we just resend the whole thing. And when the second package arrives... You let us know and we'll give you a postage to send it back to us. Now, there's a lot of trust there, right? You're trusting that people will send it back.

And generally it's like $300 or $400 worth of cigars. And they'd be like, oh, okay, you just resend the whole thing? And I'm like, yeah, we just resend the whole thing. And when the second package arrives... You let us know and we'll give you a postage to send it back to us. Now, there's a lot of trust there, right? You're trusting that people will send it back.

The reason why they send it back is that first welcome call. Now, what actually happens is this. The second package always arrives the day after the other one. It's like they kind of push each other out of the system. And then we call them and we say, hey, you can send it back or we'll give you a 10% or 15% discount off the second package and you can keep it.

The reason why they send it back is that first welcome call. Now, what actually happens is this. The second package always arrives the day after the other one. It's like they kind of push each other out of the system. And then we call them and we say, hey, you can send it back or we'll give you a 10% or 15% discount off the second package and you can keep it.

The reason why they send it back is that first welcome call. Now, what actually happens is this. The second package always arrives the day after the other one. It's like they kind of push each other out of the system. And then we call them and we say, hey, you can send it back or we'll give you a 10% or 15% discount off the second package and you can keep it.