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00:00:00 - [SCOTT_WARNER] Robert sent me an email, and it's a forward between Kelsey and Melinda. Okay? So I'm calling you because I don't if I call, Kelsey, I'm afraid I'll make her scared, and that's not the goal. My goal is to understand what's supposed to happen here. So there's a return coming from I I wanna think Canada, but I'm not sure 00:00:20 - [STEVE_WADE] of that. It is Canada. It's Lee Valley. Yep. Bunch of WPS. 00:00:24 - [SCOTT_WARNER] Right. Okay. So, Melinda basically said, cheerleader has been contacted, etcetera. Robert asked for a return number that went to Kelsey. Kelsey basically said the right thing to do would be to, I think, put Robert in touch with Michelle up here later. Is that the right path? Or No. Probably not. That we reach out? Or 00:00:52 - [STEVE_WADE] No. I mean, she here here's the here's the challenge. Kelsey has been continually communicating with Michelle the importance of getting this back. Backing up a little bit. Yeah. Purolator does an outstanding job shipping stuff from here to our dealers in Canada. He couldn't ask for a better partner. Okay. Getting stuff back is a major pain in the ass with them. They they send it to a consolidation center, and it just doesn't move very fast. So Kelsey did say yesterday that she was didn't have a lot of confidence in Michelle at this point because she wasn't getting the response that she expected. So to tell Robert to reach out to her is not the right thing. 00:01:45 - [SCOTT_WARNER] Yeah. If Kelsey If escalate, she probably needs to escalate either to you, to Jon, or to me. One one of the three in her chain is probably correct. Now remind me, Kelsey reports to you or to whom? 00:02:00 - [STEVE_WADE] She reports to Jon, but do you question who she should report to before? But yeah. 00:02:05 - [SCOTT_WARNER] Right. Well, I think that's why I keep getting confused because I think in my head, it's one way and in reality, it's the other. So 00:02:11 - [STEVE_WADE] Let me find something here real quick. Needle Anita Jim. Needle Anita Jim. Needle Anita Jim. 00:02:20 - [SCOTT_WARNER] Michelle Kidd, I do have her contact info. 00:02:25 - [STEVE_WADE] Oh, yeah. She her name changed, I think. 00:02:29 - [SCOTT_WARNER] Yeah. It looks like it was Ned Ned Jim or something like that. Yeah. 00:02:33 - [STEVE_WADE] It's Kidd now. Because it if you look at her email, address is still 00:02:39 - [SCOTT_WARNER] Yeah. 00:02:40 - [STEVE_WADE] But the name says kids. So yeah. So you could this is a team's call. I guess you probably can't. Maybe you can. Can we three way? Yeah. 00:02:59 - [SCOTT_WARNER] We can. You mean Michelle or someone else? 00:03:01 - [STEVE_WADE] Michelle. Let's get right to the point. So, Michelle, we have this return. It's really important. What's the status? If she answers. 00:03:12 - [SCOTT_WARNER] Yeah. Are you okay with that? I'll go ahead and put her 00:03:15 - [STEVE_WADE] in. Yeah. Yeah. I mean, we have I don't remember what it is now. It's biweekly, monthly shit. Don't know. Supposed to have meetings with her anyway. So k. 00:03:25 - [SCOTT_WARNER] Dialing her in. Let's see what happens. 00:03:29 - [MICHELLE_KIDD] Please hold while I try to connect you. Unknown participant is now joining. 00:03:41 - [SCOTT_WARNER] This 00:03:46 - [MICHELLE_KIDD] is Michelle. How may I help you? 00:03:48 - [STEVE_WADE] Hi, Michelle. This is Steve at Festool. How are you doing? Hello? How are you? Can I say hello? This is Steve at Festool. How are you? Steve? Is Steve at Festool? Yeah. 00:04:02 - [MICHELLE_KIDD] I was having issues with my speaker. I can hear you now. Can you hear me? 00:04:06 - [STEVE_WADE] Yeah. And I also have Scott Warner, our VP of operations on the line. So we're ambushing you, just so you know. 00:04:13 - [MICHELLE_KIDD] Oh, great. Nice to Friday. 00:04:15 - [SCOTT_WARNER] Thanks. Nice to meet you, Michelle. I'm sorry about that. 00:04:18 - [MICHELLE_KIDD] No no worries. 00:04:20 - [STEVE_WADE] We're trying to get to the bottom of this return from Lee Valley. It has some product that we need desperately here in The US for some new dealer. Then on order to open up some new dealers and we understand it's now, I think, in the con consolidation center. Is that is that correct? Or can you help me out with it? 00:04:43 - [MICHELLE_KIDD] Yeah. It's I just emailed, actually, the broker to make sure that it cleared. It should be it should be it should have been cleared yesterday, but there was issues. So I'm following back up on that. But when they it should be here by Monday. 00:05:04 - [STEVE_WADE] Okay. So you're saying it should cross the border by Monday? Or Yes. Okay. Goes through Detroit. 00:05:18 - [SCOTT_WARNER] Okay. K. Is there any form of we may already have this. Is there a tracking number that we could use or anything like that to kinda watch it? 00:05:28 - [MICHELLE_KIDD] I can send it to you what I have, but I'm not sure if it'll track. Yeah. I think it's just internal tracking, but I'll check it before I send it. 00:05:37 - [SCOTT_WARNER] Okay. 00:05:37 - [STEVE_WADE] Well, once it gets to Detroit, will it go on a common carrier? Or 00:05:44 - [MICHELLE_KIDD] Yes. It'll it'll go via Saia. 00:05:49 - [STEVE_WADE] Okay. So you won't have that tracking information until they pick it up? 00:05:55 - [MICHELLE_KIDD] Correct. 00:05:58 - [STEVE_WADE] Could we intercept it with one of our carriers? Or or is that not a yeah. Or is that a difficult 00:06:09 - [MICHELLE_KIDD] I can get the ball rolling on it if that's what you 00:06:15 - [STEVE_WADE] I'm not saying that that's yeah. I'm just trying to think of ways we can expedite getting it here. I'd Yeah. I agree with that. That actually might make things worse. I don't know. 00:06:28 - [SCOTT_WARNER] If we 00:06:29 - [STEVE_WADE] the I 00:06:30 - [MICHELLE_KIDD] know know Detroit. I know they work a day crew, and I know they do have a warehouse because I've been there. So I don't know if it, I mean, it might hurry it along because by the time it gets to Detroit, then it has to be picked up from Detroit via SIA. 00:06:53 - [STEVE_WADE] Can we escalate it, make it a high priority that as soon as it hits Detroit as quickly as they can turn it, that they turn it? 00:07:03 - [MICHELLE_KIDD] Yes. Yeah. I will get that ball rolling as well with my higher ups. 00:07:11 - [STEVE_WADE] Okay. We appreciate it. Just this was originally a mistake on our end where we shipped way too much product. And then in the interim, we've ran out of this product, and it's key to opening some new dealers that wanna sign on with us. And so that's that's the background behind it. 00:07:35 - [MICHELLE_KIDD] Okay. Yeah. I will put our big guys on it, and then I will, also message. I don't know if you're familiar with, gosh. What is his name? Anyway, it doesn't matter. I will put him on there, and I'll send him a message and have him keep an eye on it because he's actually physically in Detroit 00:07:59 - [STEVE_WADE] Ah, okay. 00:08:00 - [SCOTT_WARNER] As well. 00:08:01 - [STEVE_WADE] So did get introduced to I did get introduced to somebody out of Detroit one time. I don't recall the name, but yeah. Anyway, so what do you think we're looking at? Wednesday or Thursday of next week in Lebanon here? Yes. Scott, does that answer your question? 00:08:23 - [SCOTT_WARNER] Or It does. I'll pass that along. And if there's other questions, I'll reach out probably over email, Michelle, just to kinda see if we can get them. But I'll I'll basically just tell my team to chill out a little bit. So 00:08:36 - [MICHELLE_KIDD] Okay. Yeah. I will work on it as soon as we get off the call. 00:08:39 - [STEVE_WADE] Thanks. Okay. Appreciate it. And if we could get that tracking number once it hits Siak, that would be great. 00:08:45 - [MICHELLE_KIDD] For sure. Yeah. I will I will definitely keep an eye on that too. 00:08:49 - [STEVE_WADE] Okay. Thanks, Michelle. 00:08:51 - [MICHELLE_KIDD] Okay. Thank you. Have a good Friday. 00:08:54 - [STEVE_WADE] You too. Goodbye. 00:08:56 - [MICHELLE_KIDD] Bye. Their known participant is now exiting. 00:09:04 - [SCOTT_WARNER] That helps. I mean, at least, I think so. 00:09:08 - [STEVE_WADE] It's not like Kelsey hadn't been trying. Think Kelsey just got wasn't getting anywhere. As you can see, they this got yeah. Works works from home, dogs barking in the background. And 00:09:25 - [SCOTT_WARNER] Yeah. That's not ideal. But I I was like, is that on my side? What's going on here? But okay. No. I that helps me a lot. I appreciate that, Steve. I'll, communicate that with the rest of the team. I'm gonna put you on copy just so you can see it, and then Kelsey as well. Just give people an update of what's going on and but no. It's it's just something we'll work through. I think I I in the future, if you talk to Kelsey, just let her know, like, hey. If she's having an issue, if she could at least, like, let you or Jon know, and then one of you guys can call me. I never mind being the muscle to push someone. I just wanna make sure I don't apply a lever too early or too out of out of place. You know? Sometimes if I call, it causes more problems than fixes. So 00:10:13 - [STEVE_WADE] Well, my opinion, just like today, just as quick as you can just go to the source, if you know the source Yeah. Like we did, we call her. Okay. Now how helpful will she be? We'll see. 00:10:27 - [SCOTT_WARNER] Yeah. I mean but this is the right first step, I think. I mean, at least we tried something. And if that doesn't work, we'll escalate with her leadership or whatever that looks like. 00:10:36 - [STEVE_WADE] So Right. Okay. 00:10:39 - [SCOTT_WARNER] Sounds good, Steve. I appreciate it, man.
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