Dear Solo Stove Community,
As I have done in years past, I wanted to take a moment to send a letter to our customers to give thanks and share some of the things we are looking forward to in the coming year. 2021 was a great year for Solo Stove. No matter how “big” we get, we still believe that the most important thing we do as a company is listen to our customers. I spend hours a week reading your feedback; whether emails, reviews, or social media comments, I genuinely care about what you have to say. There are two things that always stick out to me:
1) Solo Stove continues to help people create good moments and lasting memories, and
2) We aren’t perfect and have a lot that we can do better.
I am sincerely grateful for each of you who have trusted Solo Stove to help you facilitate experiences with family and friends that let you reconnect to what matters most. And I’m also grateful for those that have had less than exceptional experiences yet have given us a second and sometimes third chance to make it right. We still have a long way to go and we aren’t letting up on our commitment to you.
One opportunity where we can improve is our customer service. It should never be the case that a customer isn’t able to reach us on the phone, over email, or on chat. In 2022 you are going to see major improvements in this area. Our commitment is to grow our team to the point that you can always reach someone on the phone or receive responses to emails and chats on the same business day. I am confident you will see a drastic improvement in service and responsiveness in the year to come.
In 2022 you will also see us introduce many new products that you have been asking for, including enhancements to some existing products. We have already revealed upcoming launches for Pi (Pizza Oven) and Heat Deflector. We are committed not only to designing and launching new products but also striving to keep your price as low as possible while still delivering on the quality, performance, and look that you have come to expect from us. We hear your feedback and it isn’t ignored. Most importantly, we aim to launch products that help you do more reconnecting to what matters most. We really strive to do what is best for you.
I want you to know that we don’t take you for granted. Our humble beginnings in a garage are still woven into our DNA and influence our daily decision-making. I’ve read several comments from critics expecting for us to listen less and deliver a worse experience because we are a “public” company or have become “over-confident” with all of our success. Please believe me when I say those comments couldn’t be farther from the truth. Our size and scale now allow us to do a BETTER job than we’ve ever done in the past, and that is exactly what we intend to do. Think big, act small. That is at the heart of how we think and what we do; and we won’t let you down.
Please keep the feedback coming by sharing your ideas, thoughts, complaints, and encouragement. We not only want to hear from you, we NEED to hear from you. Your voice is what has gotten us to where we are today and it’s what will allow us to continue helping people everywhere create good moments and lasting memories for generations to come. Thank you for being on this journey with us and making our dreams come true.
Happy New Year!
Sincerely,
John Merris