Some say the customer is always right. We say that when we work with our customers as a team, we mutually find the best outcomes. In other words, we view our partnerships (with our merchants, our partners, and even our employees as win-win.
Bolt is in the business of helping our merchants and partners win by making the buying experience easy, trusted, and consistent for their shoppers. We do that by creating deep relationships with them, and building products that allow them to sell more and bolster brand loyalty, while still maintaining their independence. Doing this well requires us to learn their business, put ourselves in their shoes, and leverage our expertise to give the best advice possible.
Moreover, we recognize that our victories would not be possible without our merchants and partners. They are an extension of our team. Like good team members, we openly collaborate with them, understand their needs as well as (or better than) they do, see their needs as an extension of our own, and make decisions with their best interests in mind. However, we are never driven by or beholden to their demands, nor do we allow ourselves to lose sight of our internal product vision.
In action, this means we:
- Invest in trust as the foundation of our team, partners, and customers.
- Aim to make our customers and partners wildly successful.
- Go out of our way for customers, even if it inconveniences us.
- Respond quickly and empathetically to customer feedback or needs.
- Prioritize the needs of both retailers and shoppers when building products.
- Create relationships with our customers for mutual long term success.
- Invest in being experts in our craft in order to deliver maximum value to our customers.
- Strive to provide a mutually beneficial experience for our employees.
This does not mean we:
- Go out of our way for those who are not invested in a two-way partnership.
- Believe the customer is always right or meet every customer demand.
- Tolerate abuse by customers, especially toward our colleagues.
- Lose sight of our product vision.
- Ignore the importance of revenue and economics.