Palexy’s Post

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In 2021, we first reached out to the CEO of Biti's footwear company, the largest and most iconic shoe brand of Vietnam with 200+ stores nationwide. For the next two years, we repeatedly contacted her inviting Biti's to try out our Palexy platform, but was always told "now is not the right time." There needs to be a certain synergy for a business collaboration to work out. At that time, the conditions weren't quite aligned: the COVID-19 pandemic was ongoing, it wasn't a priority for Biti's at the moment, they had other projects underway, and so on. After being rejected multiple times, we took a step back to seriously re-evaluate whether we should keep persistently pursuing this potential partnership. We realized there was an admirable aspect to Biti's business philosophy - striving to create a balanced environment for their employees. Retail work is demanding, and the sales staff need ample support, motivation, and guidance to not only perform well but also maintain a positive quality of life. Initially, when pitching Palexy, we emphasized the benefits for the retailer itself, the management team, and of course the customers - the "gods" that the retail world revolves around. But we overlooked how crucial it is to also benefit the frontline sales associates who directly interface with those customer "gods." Stressed, fatigued, and confused employees simply cannot deliver a great customer experience. Once we understood this perspective, Biti's gave us a chance to collaborate. Leveraging Palexy's data, Biti's management shifted how they worked with staff - providing guidance, oversight, and encouragement. This lowered the pressure on associates while upholding sales conversion rates, so even when foot traffic declined, revenues didn't take as big a hit. The lesson we learned is not to give up, but also not to just stubbornly stick to the old ways. Being rejected once is understandable, but racking up repeated rejections without adapting is a mistake. Flexibility and evolving one's mindset are key! #startup #lessons #customer #success #stories

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