What is your preferred mode of communication?

Hula Global employs a stage-structured communication model that helps to keep its brand partners updated in a timely, relevant, and clear way as they advance in the manufacturing journey.

Instead of embracing the ‘one approach fits all’, Hula Global optimizes its level of communication, the frequency and the channels, as well as the response timelines, to the brand’s level of engagement, the commitment made, and the position they have reached in the production cycle.

This assists in enhancing operational efficacy, bridging the communication gaps, and keeping both parties synchronized at all stages of the journey.

During the Prospecting Stage, while a brand is contemplating feasibility and considering if Hula Global is the appropriate partner to collaborate with, communication is on the lower frequency side and is more exploratory.

At this stage, brands share preliminary information like order quantities, design concepts, timelines, target pricing, and production runs.

Hula Global’s response time at this stage is within the span of 3 to 5 business days. However, this is not the case all the time, as it can be extended to almost 2 weeks when there are a lot of incoming prospects in the company’s mailbox.

This does not reflect poor customer service as the company has to service the ongoing clients with a lot of active product development/ production. Prospecting is evaluative in nature and is not about active execution, so communication is more informal.

As an established brand progresses to the Product Development Stage, communication with Hula Global becomes more regular, structured, and collaborative.

Now, the relationship is beyond the inquiry phase and is moving into an active planning and execution phase. To communicate progress on sampling, sourcing fabrics, pattern making, and other technical refinements, Hula Global sends brands weekly updates. This is where a brand gets an SPOC - Single Point of Contact.

This SPOC is responsible for all communications and updates from Hula Global to the Brand via emails, calls, and tickets. Hula Global, within the communication frameworks, addresses issues and questions promptly.

This enables brands to understand where they are in the process and enables the Hula Global team to focus on their work without distractions.

The next and final phase is the Production Stage. As with the prior phase, communication remains via the assigned SPOC unidirectionally when Hula Global is making daily updates. The rest of the communication is reserved for email and WhatsApp, where the brand’s owner communicate with Hula Global’s SPOC.

Hula Global has a very clear and distinct communication policy via its SPOC approach.

For any production or sampling, there are multiple stakeholders involved - pattern masters, production managers, product developers, QC, etc. The SPOC approach simplifies the communication process. Instead of brand’s jumping around from one team to another, the SPOC does the heavy lifting by getting clear information internally and then communicating the updates to the brand’s representatives.

A brand is assigned an SPOC once they BECOME a customer.

The official clock only starts after we receive payment. This is true for product development agreements, and it is true for production purchase orders (POs). This is a policy that is fair to everyone, operationally clear, and ensures resources are allocated correctly.

In addition to response times, Hula Global appreciates the clarity, documentation, and communication transparency. Our company does not have informal conversations.

Instead, it relies on structured systems that include official emails, documentation that can be shared, updates that are based on milestones, and systems that are used for central tracking. All of this is put in place to reduce the risk of misunderstanding.

This also makes Hula Global brands accountable and can rely on Hula Global in the long run.

Hula Global customizes its communication style based on the experiences and fit of the brand. For example, high-level brands that have or manage their own design and sourcing teams are likely to communicate more technically and prefer more data-driven reporting and/or updates.

Conversely, newer or more emerging brands tend to require more assistance, additional explanations, and more strategic commentary. Hula Global does its best to train staff to communicate with brands at all levels, ensuring communication is supportive and effective, regardless of the experience level.

Additionally, Hula Global recognizes the various and significant challenges that accompany differences in time zones and the global nature of various markets.

Therefore, it has developed flexible communication strategies that service its clientele from the US, EU, Australia, and India. These strategies are inclusive of, and not limited to, the maintenance of digital records, the provision of service continuity across different global markets, and the scheduling of meetings.

Hula Global communicates in a diversified manner. Different styles of communication are used in tandem to enhance and improve the experience of individual stages of the collaboration. Communication is ‘pigeon-holed’ to specific activities.

For example, communication is restricted to payment confirmations, operational activities, and project updates. This communication structure is designed to enhance the experience of the collaboration. Certain critical and confidential information is only shared between Brand’s top management with Hula Global’s top management and bypasses the SPOCs (like pricing, payment terms etc.)

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