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About 65 percent of orders come in by phone, Mrs. Woodard said. The rest come in by mail.
To fill those orders the warehouse area of the building is full of women who stock the shelves with merchandise received from the vendors and those who empty the shelves, packing boxes with customer orders. They are all wearing back braces to help prevent on-thejob injuries. The filled orders move on a conveyor belt to packers and mailers.
The orders go out by UPS, Priority Mail and Federal Express, whichever is most likely to get the order to the customer the fastest. UPS provides a trailer which is backed up to the loading dock. Each evening a full trailer is taken away and an empty one left. Loaders see that the trailer is efficiently packed.
The other trailer is for Priority Mail. The Faith Mountain Company purchased it, and it is full of carts that can be rolled off and onto a Postal Service truck.
The Faith Mountain Company provides an unlimited guarantee. Dissatisfied customers don’t even have to send the item back. They call another 800 number, and Faith Mountain arranges to have the item picked up and returned. The customer can get a replacement or refund. Tony Woodard checks each returned item to see if it can go back on the shelves, something that was the wrong size for example, or if it is defective in any way. Then it may find its way to the store to be put on sale.
Catalogs go out four times a year, fall, holiday, spring and summer. The weeks leading up to Christmas are by far the busiest season. To handle that the company
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