Amazing Customer Service

Today's post is part of the "Let Me Call You Sweetheart" Blog Hop! Please click the blog link at the bottom of this post to Hop along and check out the other participants. =) Thank you The Frugal Housewife for letting me join.

I know that I've touted Mail Chimp in the past, but I must do so again. I started following their Facebook page and I'm so glad I did ... this morning I noticed a post about Mail Chimp 5.0 and decided to check it out.

My word! Talk about delivering a worthwhile product to the customers. These folks are constantly making improvements to their service and the latest ones are outstanding.

"Time Warp" - Pick the time of day you want to send out your newsletter and Mail Chimp will make sure that it arrives at that time of day no matter what the time zone. Previously, if I wanted the newsletters to arrive on the West Coast at 10 a.m. then I had to choose 7 a.m. East Coast time. No longer. Mail Chimp makes sure it will arrive at 10 a.m. everywhere.

"Geo Targeting" - The one thing I never loved about the way Mail Chimp collects data is that you can't always tell where some one is from location wise if they don't enter their address. Sometimes I want to send out e-mails to only local folks but it was a pain to keep a separate list for those folks. Now there's no need! You enter the location you want to target and the mileage radius to target and bang...Mail Chimp sends it to those people who fall in that area! Genius!!! No need for segmented or separated lists by location.

"Auto Translator" - This one might not be something I utilize...I worry that the translation won't pick up the nuances from the way I "speak" in writing. But it is a cool feature.

"Flickr Integration" - Being able to utilize Flickr with my campaigns will be super cool...I haven't looked into how it works but the idea is intriguing.

There are other new features but these four are the ones that caught my eye right off the bat. This company is such a great example of a company that continues to improve their product and service without gouging their clients with fees. Not only that, anytime I've had any issues (it's been awhile and they were minor issues) they were supremely responsive and helpful.

Now, if I could get up the energy to actually write a new newsletter, and fix my current list of recipients...*sigh*

* No, I am not paid to promote Mail Chimp. A couple of the links to their site are "affiliate" links and if you sign up through me I'll get bonus credits...and so will you! I just really love their services, or I wouldn't write about their awesomeness. *

Next stop on the Hop: Kat's Daily Inspiration Please swing by and say hi. :)

Writing Newsletters - Just Do It

I really need to send out a new e-mail newsletter to my distribution list...it's been months and months - August to be precise. It's about time I started back up again.

Someone recently signed up for my newsletter (Thank you!) and it reminded me that I really should get back into the habit of sending those. Of course, I don't want to nag people, but sending e-mails is an important part of marketing...even if it's just a reminder "Hello...I'm still here." type of a message. I get several different newsletters from artisans and, while I don't always read them, getting them reminds me that they are there and available if I need (or want) something. Without those e-mails I might just forget (especially with my post-pregnancy brain full of holes!).

My goal is to actually start a brand new list and clean up the distribution list so that I'm not "wasting" e-mails. Only 6.9% of my total list opened the last e-mail I sent, which isn't so great. It's still 120 people who opened the e-mail (and it wasn't exactly jewelry related entirely - it was a notice about the Saving Shelter Pets fundraiser I was part of), which to me is a lot. But it could be better.

So one of my goals for this year (Dana - you inspired me!) is to ask people to re-sign up for the mailing list so that I can clean it up. Then hopefully only people who WANT to hear from me will get my newsletter. I'm not quite sure how to do this technically speaking but eventually I will sit down and figure it out.

I think that MailChimp is fairly easy to use, compared to other systems I've tried (including Constant Contact). It's also much easier on the wallet - Constant Contact required a monthly fee even if I never sent out a newsletter in the month. It didn't matter how many subscribers I had, up to a point, and after that point I got charged extra.

MailChimp only charges based on the total e-mails that get sent out. So if I send out a newsletter to 500 subscribers, I get charged for 500 credits. Plus, if someone signs up through my link I can bonus credits (and the person who signs up also gets a bonus!). You can click the monkey link below to sign up.

And I'm not recommending MailChimp just to get bonus credits. I really do love their service. It's fairly priced and convenient to use. Plus they (as an entity) have really great senses of humor. Who names a business MailChimp??!! =) I wouldn't recommend it if I wasn't using it and happy with it - I've been using them for a couple of years now.

Do you send out newsletters? What service do you use and why?

We'll chat about what to include in newsletters in a few days.

Not Sure How This Works

I started a Facebook "page" for Casto Creations. I'm not quite sure how it works, but I am sure that I will figure it out. I think I can link the blog to it, but I'm not sure how to do that yet. Will you become a fan? =)

The potential for this to help me keep people up to date is huge...way better than an e-mail distribution list. People can become "fans" of the page and I can post updates, new pieces, tutorials, sales, etc without any cost (like there is with a newsletter). But I can also still do a newsletter.

My goal is to update the page every day with at least something...whether it's a tidbit about a gemstone I find interesting or a link to a new piece in my Etsy shop.

I'm very excited about 2010. I've got exciting new plans that should give me a little more time to make and design jewelry if I'm careful with my time. I'll probably be giving notice to my current employer in the next month or so and will definitely share my future plans once they're a little more firm.

Advertising in the New Year

I just finished reading an interesting article in the Wall Street Journal (paid subscription required to access full article) about advertising in 2009. The basic gist of the story is that ads are going to be leaner and more focused this year. Less glitz and glam, more substance and appeal to customer desire for low cost and efficiency.

Specifically mentioned is that banner ads will be used less and less by big companies and therefore will lose legitimacy.

Banner ads will be the new junk mail. More and more, reputable companies won't be buying up the space around the Web sites you visit. Clicking these ads will become less and less legitimate as brands will endeavor to do things that add more value to you in the social-media and customer-service space.

—Colleen DeCourcy, chief digital officer at Omnicom's TBWA

Do you agree?

I think a lot of small artisan businesses rely on banner ads placed on blogs and alternative media websites to attract traffic. Additionally, many bloggers rely on ads placed by small businesses as a stream of income.

I admit, I do not have a lot of banner ads for my own jewelry. I've never found the right recipe to attract buyers - the investment never seems worth it for me. But others have great success.

Nor do I have any ads on my blog - I have enough 'stuff' on the side bar without worrying about ads.

What is the alternative to banner ads?

I personally LOVE Entrecard, which is a banner ad, but one that is interactive. I've discovered so many incredible blogs because of Entrecard and hopefully a few people have discovered me. But it is still a banner ad and requires someone to click on your 'ad'.

Another interesting tidbit is that RED will be the big color in advertising this year. Which I find funny because I didn't know there were "in" colors for advertising...apparently last year it was orange.

I love all shades of red so I use it a lot, but I'm not sure I'd want to see a lot of red in an advertisement.

More from the article...

"Video will increasingly show up on anything that doesn't move and even some things that do, on cellphones, buses, elevators, fast-food restaurants, billboards and, of course, the Internet."

"...Pricey, glitzy ad production will be rare..."

"...People will, amazingly, see more and more advertising they actually like and seek out. ..."

"...Out-of-home ads will increasingly be linked to use of cellphones and other Web-enabled mobile gadgets. ..."

Some of these scare me ... like new technology that can read the faces of people looking at digital ads? Creepy!

So how about you? Are you changing your advertising goals for this year? Online? Print? Something totally different?

Do you think that advertising affects your life as a consumer? I can tell you, since the stupid new chicken McNuggets commercials have been playing I have definitely craved those evil things.

Free Advertising in the Strangest Places

I'm not big on advertising lately. It costs money and is hit or miss. Plus, in simplifying my site I'm not really pushing so hard for sales as I used to be ... and some of the results I got from ads were weird. A lot of spammers and people trying to convince me to sell my jewelry with them. No thanks. Plus it's expensive...that's the main thing ... I'm really cheap. =)

This morning on my way to work I was listening to my standard radio show on KVI, Mr. Kirby Wilbur. Apparently the Guvna had a big meeting with so called business "leaders" and educators to talk about what the government could do to increase the appeal of doing business here in Washington State.

First of all, the people she meets with are obviously those who have contacts or connections in order to get to the meeting in the first place. Second, I doubt there was one small business person in the crowd.

So Mr. Wilbur asked for business people to call in and give their ideas for how the government can truly ease pressures.

I decided to call in...Because a few months ago they started a new tax rule. For sales made in Washington State I have to charge sales tax. It used to be that I could charge the sales tax from my area for all sales. Now I have to charge tax based on where the customer lives. So someone in Seattle may have to pay 9.2% where someone in Tacoma only has to pay 8.8%.

Unfortunately, my website (and Paypal) isn't set up to do these kind of complicated things - I'd have to figure out the sales tax for every town in the State and then program the Paypal shipping for each one individually. It's insane.

Not only that but when I pay taxes at the end of the year I have to report on each town's sales tax. Trust me when I tell you that it sucks.

So that was my suggestion. And after the call was over I hung up and flipped back on the dial (you can't be on the radio while talking because there's a delay and they get feedback). Kirby was saying that he wished he'd gotten my business name and if I called back in he'd give me some free advertising.

You better believe I called RIGHT back. Thankfully I got through. And I got to give my website address out on the radio!!! OMG! I was so excited.

Will it result in any sales? No idea. But people listen to his show across the country on the internet and he's very popular here in Western Washington.

You just never know when you can get a plug in for your business. I didn't anticipate getting a plug here...I really do think the new tax rule is insane and wanted to express my opinion.

Keep your ears and eyes open. Free advertising can sometimes be found in the strangest places.

UPDATE: I just checked my stats and I definitely have a higher volume coming in from this area. =) I hope those who visit bookmark me for later or make a purchase. But it's nice that they checked me out at all. Woohoo!

Pssst - Pass It On

Look Books are so fun and seeing my work in one makes me a little giddy.

Check out Posh Mama's first ever Look Book.



Designed specifically to be viewed online, though it can still be printed out. Forward it on to your friends and family for great ideas for this Holiday shopping season.

Posh Mama Rocks!!!

Let's Exceed Expectations

I've written here a few times about my absolute obsession with good customer service. I'm very picky as a customer and I really do expect a lot. After all, I'm parting with hard earned money in order to obtain something ... food, clothes, candles, whatever. We all have so many choices out there when it comes to where we shop. So I feel that people should earn my respect, trust, and business.

Designing jewelry is something I absolutely love. I get a special thrill when I am really happy with how a piece turns out. And, fortunately or unfortunately, in order to continue to design I must also sell my work. Which means I end up on the other side of that business/customer relationship ... and it means that I need to be sure to treat my customers the way I expect to be treated.

This year's holiday selling season may be tougher than most ... okay more than "may be" but I'm trying to be optimistic.

As a small little fish in a gigantic ocean, why should someone spend their hard earned dollars with me instead of someone else? Why should I part with my money to buy something from you?

I think the most important thing we can convey to customers is that we care about their business and we care about them. My customers aren't just another "sale" ... I WANT them to love my jewelry as much as I love to create it. I want them to be happy.

It's funny...I've had a few returns over the last few years and looking back on them it's not the returning of money that upsets me. It's that someone wasn't happy or thrilled with my work. That bothers me a heck of a lot more than having to return money. But I'm glad that they were willing to return it rather than keep it and not be happy.

So this season, just remember that those of us who sell, sell more than just a product or service. We're selling an entire experience. From start to finish we need to convince and convey that our "widget" and the experience of buying that widget is going to be the best that a person can find. Does that make sense???

Here's a great article titled "What Are You Really Selling?" that has some great ideas on making the customer experience better.

"In these challenging economic times it is more important than ever to know who we really are as a company, how we are unique in the marketplace and how we can better serve our customers with consistently reinforced service messages that will bring them back to our business again and again and again."

Hang in there. Yes, this is a roller coaster ride of an economy right now but I have faith that our system will survive and recover even stronger than before. =)

Opportunity for Exposure

Are you a crafty sort, or a business sort, who wants to get some additional exposure for the holidays?

Posh Mama is creating their first ever Holiday Look Book.



What's a Look Book, you may ask.

A Look Book is sort of like a portfolio ... except that instead of one person's work it combines a whole lotta folks and their work. It can be artistic or not but generally showcases things available for sale.

The neat thing about this particular look book is that it is going to be "viral." In other words, it's an online Look Book meant to be passed friend to friend, family member to family member, posted on blogs, and passed around the world. It can also be printed off but that's just for folks without computer access. =)

Another great thing about this Look Book, being online and all, is that you get a direct link to your shop! You don't get that from a physical Look Book.

Things being what they are in this economy, every bit of advertising helps. The price is right at only $50 with a potential audience of thousands. There are over 2,000 members of Posh Mama alone!

So contact Margaret today at margaret [at] poshmama [dot] com to reserve your space. Only TWO days left! All photos and payment must be received no later than this Thursday, October 9.

And if you mention my name I will earn an extra free placement. But you don't have to mention my name. =) They'll still let you sign up. *grin*

I'm Published - Again

How exciting...twice in one year. =D I submitted one of my pieces to Holly Gage for the 2008 "The Art and Design of Metal Clay" calendar and was accepted!!!


My Aquamarine and Fine Silver "Bullseye" pendant is featured in November. Woohoo!

Don't Fall for it

I'm not normally a naive person. I've become more and more skeptical as time has gone by, but sometimes I get a little off my game and slip up a little. Wednesday was one of those days apparently.

My website has a 'contact me' page. I prefer this to having people try to e-mail me directly. Mainly because if they e-mail me from their own e-mail address the Spam filter might snag it, but when using the contact page the message always comes through just fine. The only drawback to me is that when I see that I have a message I get a little excited...somebody is contacting me!

Lately, I don't get nearly as excited. Maybe 1 in 10 queries is an actual customer who wants or has a question about jewelry. The other 9 times it is someone who wants to sell me something, link to me (nothing wrong with that), or wants me to join something. Sometimes these are also important messages, but often they are not.

Soooo...I got a message on Wednesday:

"Dear Madam:Our affluent readers have questions about your items for sale.When is the best time for me to call or email you?
Sincerely,Lisa M.
Fashion Avenue News Network"

Her contact information was also listed (phone, web address, e-mail) but I don't really want to give them a free link. Go ahead and google them if you're interested.

Needless to say I must have been tired that day because I actually fell for it! I e-mailed her back with my contact information and that I'd be happy to answer any questions. *sigh* Yesterday I get a reply...and what a shock. She's asking me if I'd like to give her $500 to advertise on their website. Some question.

I love their pitch (*enter sarcasm here*). Trick me into thinking they're actually interested in an interview or my work. Then ask me to give them money: "Our affluent readers have questions about new designs - where to find the latest designs? We want to suggest your name to all our affluent readers."

Okay, I get it. You think your readers are affluent. Try another adjective. K?

Please don't try to trick me into advertising. I may fall for the initial inquiry but $500 is not a small amount of money and I'm slowly learning what avenues are worth my advertising dollars and which are not. I'm sure as heck not going to invest in some company that tries to trick potential advertisers. To me that is dishonest and a little too 'slick willy' if you get my drift.

My Words in Print

I'm so jazzed. I've been quoted in a really neat online magazine - Jewelry Selling Insights. The article I am in is about doing home shows. I've only actually done 4 shows total but I really do feel that my experiences are valuable for others who haven't done any.

Check out October's newsletter and read up on a variety of interesting topics, including home shows. (newsletter requires Adobe Reader to view - it's a free program available to download online)

This is a great, short, newsletter that is packed with valuable tips and tricks for any jewelry designer.

Getting Your Name Out

Selling is hard work. And it's not all that fun for someone who is creating works from love and desire, at least it's not fun for me. Selling requires talking yourself up - or your work at least. It requires having confidence! I'm confident in almost every area except my own abilities.

Part of selling is advertising. How do you know when you're ready to advertise? I think anyone at any stage of their business can advertise...it's just a matter of finding the right venue for your work.

I did not advertise when I first started selling my jewelry. I was so excited (and naive) that I thought everyone would love to buy my work - why wouldn't they? My mom loved it so everyone should right? Ha! Gotta love mom.

That's not the only reason I didn't advertise though - it didn't even occur to me. It should have. There are thousands upon thousands of independent jewelry "designers" competing for attention. Not to mention all the brand names like Tiffany's. The chances of people finding me are slim to none.

So who do you advertise with? Where? When? How much should you spend? Being the kind of person who doesn't think about silly questions like that I just dove right in...typical of me. No research. No plan. I pretty much live like that in all aspects of my life.

What have I learned? Know your audience! Who buys your work most? Women in their 20s, 30s, 40s, 50s??? Men? People in bigger cities or suburbs? People who surf the internet?

If I'd had a plan I would have started out slower and done a little more research. I started advertising on a few random blogs without understanding how traffic and hits work online. It wasn't my audience.

Unique Advertising
I've had a lot of fun participating in some unique advertising opportunities. There are lots of ways to advertise but some of these are a little different from mainstream magazine ads.

Happily Handmade giveaway is a super way to build up your mailing list. You may not get direct sales immediately (or ever, all advertising is a risk) but you definitely get your name out there.

Totally Indie Coupons is another fun opportunity. It is very inexpensive and requires you to design a coupon and then cut up & assemble your coupons. You end up reaching 5,000 shoppers for $50. These are people who have already purchased something from one of the other coupon participants and so clearly are willing to shop Indie companies. I'm currently participating in my third round. It may be time for me to stop at three though...my work has changed quite a bit and I don't know if I'm a good fit any longer. But it's definitely a great advertising venue.

I've been a member of Indie Finds for a year and a half or so. I love it...but it isn't right for everyone. There are rules about who is eligible to join...which is good. You have to have your own independent online store with a shopping cart. It can't be an Etsy or Ruby Lane store. Indie Finds members cooperate to buy ad space in magazines and online. So far I've been in Bust, East West, New York Magazine, InStyle Weddings, and several others. It's been a hit and miss sort of experiment to see what magazines give me the best return. So far New York Magazine is the best one. Expect to spend anywhere from $30 to $900 for ads depending on the magazine and the number of participants. Most ads are less than $200.

And if you think $200 is expensive then you need to start saving. That's just a drop in the bucket. You can advertise on the cheap, but not if you want to sell higher end items. You can always spend your time courting free press - probably the best return for the effort and something that I really need to work on.

A blog that is inexpensive to advertise on, and also features independent designers for free if something catches their eye, is Rare Bird Finds. I love these ladies and all their fun finds. I've purchased items that they've featured in the past so you know there is a buying audience here.

Another super fun blog is OhMyThatsAwesome! LOVE this blog and have seen so many cool things here. Also generated a couple of great sales when she featured my earrings last year. Advertising rates are also reasonable.

Phew...this is getting to be a really long post.

If you have a few extra dollars lying around (don't we all? HA!) try going for an ad all by your lonesome. You can see my ads in The Crafts Report (the last three months) and soon in New York Magazine. I'm also considering Niche and Jewelry Designers Showcase...although I'll need to sell some blood or something.

I'm not an expert and not all of these venues have worked spectacularly for me. I've done them all except for Niche and Jewelry Designers Showcase. Some were successful and some were not. But that's for me - some people had great successes where I had great failures. It's a matter of knowing your market and a little luck.