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my name's Dave Gilboa co-founder and co-ceo of Warby Parker I'm the el Blumenthal co-founder and co-ceo for e Parker Warby Parker just took off like a rocket ship we had our first year sales targets in three weeks sold out of our top 15 styles in four weeks had a wait list of 20,000 people we were completely overwhelmed we were full time students and we didn't have any employees we didn't have an office we were working out of our apartments and we'd worked so hard to get our website up that I think naively we thought once it was up we could relax a little bit and all of a sudden just orders started pouring him it was just mayhem we basically had to stop going to class so that way we could answer customer calls respond to customer emails we didn't even have sold out functionality on the website so one of the first calls Dave calls our developers like we got to figure this out we made a decision early on that we're going to be transparent with our customers and actually explain to them what's going on that we were really sorry but we've ran out of inventory a core tenant of ours is just to always be truthful and honest and if you do that hopefully you know customers will like it and sort of be grateful for that I think we learned two important lessons right around launch one is that if you treat customers well good things will happen we personally reached out to every one of those customers and we gave away a lot of free classes for people if we messed up their order or kept them waiting for a certain amount of time if you're just honest and transparent with customers and show them that you care that goes a really long way and the second thing was just the power of serendipity and good luck one of our first customers called in we've taken about three weeks to get him his glasses and at the time our customer service line just went directly to all the four founder cell phones whoever would answer first got the customer and I co founder Jeff picked up the phone and he profusely apologized and said we're overall by demand we'll give you a free pair of glasses go to our website pick out another pair will send that for free I'll package it myself and send it out tomorrow and he said well it sounds like you're having some logistics problems maybe I can help I'm the CEO of a publicly-traded logistics company and the next week they were our logistics partner and we still work with them today where they handle all our logistics