STAGE 4 RESTRICTIONS – IMPACT ON EAGLE SPORTS OPERATIONS
As I’m sure you have all heard, the Victorian Government has recently announced Stage 4 restrictions for Melbourne starting from 11:59pm 5th August 2020, which includes a number of restrictions on businesses.
Eagle Sports operates as warehousing and distribution for online order fulfilment and so we fall within in the businesses that are allowed to be open but in a limited capacity.
The essence of the Victorian Stage 4 restrictions is to dramatically decrease the contact points we have with each other to help stop the spread of COVID-19. Also given the amount of community transmission in Victoria, it is with our staff safety at the forefront we have decided to make the following changes to the structure of our Melbourne office and warehouse:
o Will still be open to dispatch customer orders
o We have pulled back the staff on-site so it is down to the essential bare minimum, so there will only be 1 x warehouse store person on-site
o We will absolutely do our best to get every order dispatched as promptly as possible, however this may mean there are some delays.
o The warehouse will operate at all times with a strict COVIDSafe Plan in place.
o We will have contactless customer pickup only at the warehouse for those customers that need it.
o At no time can any customer enter the warehouse and can only collect their order from the designated customer pickup area.
o Customers can only come to collect their order after they have been notified that it is ready.
o Customers can’t pre-nominate pick-up times or days – we will contact you when pickup can occur from the designated area.
o All customer service staff will be working off-site so there may be some impacts to the speed of our customer service for certain questions or situations.
o At this stage our phone lines will have to be diverted to a single mobile, which may mean that we may miss your calls due to only having the one line/operator
o It would greatly help if as many enquires as possible could come via emails to firstname.lastname@example.org as that way we will be able to have multiple people attending to them at any one time.
o Our Perth Warehouse is still open between 9am and 4pm Monday to Friday
o We are still practicing contactless pickup at the Perth Warehouse. Customers will be notified when goods are ready for collection.
o With Melbourne having off-site customer service staff, we have less cover for the call volumes coming in to the Perth office.
o If you don’t get through to someone leave a voicemail message and we will attempt to get back to you as soon as possible or if possible please email enquiries to email@example.com
If any of the above changes at any time we will let you know.
Finally, I would like to thank all our customers for bearing with us in these uncertain and unprecedented times.
As a small family owned and run business, like many of our customers, we do deeply appreciate every customer, order and enquiry we have from you guys.
Hopefully we can all get through this and help each other to get through to the other side in 6 weeks time!