The initial idea behind Anou was to enable customers to buy directly from artisans and have artisans fulfill those orders themselves. This was a pretty common sense solution to a lot of the inefficiencies that define the artisan sector and fair trade industry today.
This was also in retrospect rather bold. Getting artisans to ship products abroad and assume there would be little issue without oversight might be perceived as a bit naive.
That said, from Anou’s launch til mid 2016, our error rate or return rate of items artisans shipped directly was a low 3-5%. Such an error rate was satisfactory and even though the occasional return or problem would really take a bite out of our budget and bandwidth, it was manageable.
Starting in mid 2016 though, our error rate ballooned to 25-40%. The reasons for this are complex but it was a combination of several factors. The initiating factors was that our team was consumed with the implosion of an artisan group and spending immense time battling archaic custom rules that prevent artisans from shipping their products directly.
With these issues eating up all of our time, it required the artisan team be primarily responsible with following up artisans after sale. Not only did the team do a marginal job, the artisan community felt they would be able to get away with more with simply artisan oversight alone versus if a follow up call or visit came from a foreigner like myself. There’s more to this, but this is the basic idea for purposes of our blog.
As problems grew, we didn’t have the bandwidth to deal with the increasing amount of upset customers and problems exponentially grew from there. In short, the past several months were nothing that no sane person would describe as a good time.
Turning Problems Into Assets
On the subject of sanity, no sane business person would ever take on a business model where there is even a remote potential of a 40% error rate in orders. This explains why the existence a status quo in Morocco where artisan businesses are never fully artisan led. If Anou were primarily a business, we certainly would have taken proof of the last several months as reason to go a more traditional route. While we operate as a business, it’s not our primary raison d’ être.
Anou exists to enable artisans themselves to shape the future of Morocco’s artisan economy so that it works for them, rather than against them. As such, this is a problem that simply needs to be addressed, not avoided. If artisans cannot learn how to ensure quality and accuracy of their shipments, they’re not going to change how the economy works in Morocco. And let’s be real, if you start with the assumption that artisans aren’t capable of this, why bother working in this space?
The status quo deals with such issues by drawing up grants and doing trainings and workshops. In Morocco, those don’t work. Therefore our starting point in solving a problem is not workshops, but creating real-time learning experiences for artisans. How, for example, do we turn problems into a continuous stream of learning experiences where we can train hundreds of artisans at a fraction of a cost of a workshop all while building both our bottom line and a critical mass of artisans that have a nuanced understanding of quality control? Over the past, several months we’ve been working closely with our partners at Amana (Morocco’s national post system) and DHL to do exactly that.
An Overview Of Our Updated Quality Control Process
We’ve been testing this new process over the past month and we now project that we’ll be able to decrease customer side issues and stateside returns below 1%, if not 0%. Now in the majority of cases artisans ship their orders and Amana delivers directly to our office.
The artisan leaders then open and inspect every shipment and look for common errors such discrepancy between dimensions listed on the site vs the actual item, stains, bleeding dyes (if wool was not purchased through our Atlas Wool Supply Co initiative), color discrepancies between the listed image and the actual order, among other potential issues.
If the issue can be fixed on the spot, the artisans at the Anou HQ will fix it. If not, the artisans get experience using professional grade cameras and learn photography techniques to better show the product and errors to the customer, all while learning skills they can apply to their own photography when they are back at their cooperative in their home village.
After the pictures are complete, the artisans use a small app that we built to enable the artisan team to fill out a simple form about the product using Tashelheet/Arabic, and once submitted, sends an e-mail directly to the customer in English notifying the customer of the problem with detailed pictures. It is best to never pass up an opportunity to enable artisans to feel the direct discomfort of informing customers of a problem. The customers can accept the order as is or they can request a refund and we’ll ship the rug back to the artisans.
This process is very much in the testing phase but initial results are incredibly positive. Instead of having a customer get an unexpected surprise and putting Anou on the hook for a several hundred dollar return, we can teach artisans how to address problems and improve their skill set all while creating a better customer experience at a max cost of about $12 USD per order affected by an error — a price that most artisans can generally afford to cover.
We’re incredibly excited about refining this process and making it live. It is important to note that none of this would have been possible without the incredibly understanding, patient customers we’ve had over past several months. Without their patience and support, we would not have had the space to fix these issues.
If you have any questions about this new process and want to learn more about this to ease any concern if you are on the fence with a potential order, give us a shout at firstname.lastname@example.org