This weekend we wanted to go to an air show but Marshal needed ear protection. I ordered him these cute blue ones that he should be able to wear from now into the next few years. Just to make sure I got them on time I called the company on Friday morning to order instead of doing it online. I specifically told the woman on the phone that I wanted them by Saturday for an air show.
And I paid an extra $60 for that overnight air shipping.
Yes, I know. The ear protection on ly cost $15. But it was poor planning on my part and I wanted my son's hearing protected.
Can you guess where this is going?
We did not get the ear muffs. After I SPECIFICALLY told her that I wanted to get them Saturday and her working to make sure I would...not so much. I got back on their website and dug around a little deeper into their policies.
Yeah...their UPS account only delivers Monday through Friday. WTH?!?
So...you let me pay an extra $60 for overnight shipping that you knew wouldn't arrive for at least 3 days. Nice.
Not cool. They will be hearing from me and I do want my $60 back. If they're cool about it then great - I'll give them a decent review. If not...oh just wait.
Musings from a jewelry designer addicted to TV, politics, and the internet. A Mom. A Wife. A Daughter. A Sister. An Aflac Agent. Life is never dull.
Showing posts with label Customers. Show all posts
Showing posts with label Customers. Show all posts
Wednesday, June 23, 2010
Wednesday, April 7, 2010
It Only Takes One
It makes me so sad when I read about someone who has a negative experience with an independent artisan...especially with Etsy.
While doing my Entrecard drops I ran across a blogger who had a bad experience with a jeweler on Etsy (and of course trying to find that post is impossible now), which of course hits near and dear to my heart.
The one negative feedback I got made me cry, and I wrote about it here. I didn't blame the customer or try to push responsibility back on them...no. I contacted them and tried to make it right. The customer actually ended up apologizing for her quick feedback response, rather than taking the time to contact me directly.
If someone contacts me I generally will bend over backwards to make them happy. Even if it means accepting a return on something. Just recently I made a mistake in the description of one a piece I sold...I had the dimensions larger than actual size. TOTALLY my fault. And I accepted the piece back (and adjusted my listings for that piece). That's my responsibility.
Being rude to customers and trying to blame them for your jewelry falling apart is just not okay.
I have several clients waiting for me to do repairs right now. It's a little disheartening to me that a couple of pieces have broken over several years of wear...but really when I think about it statistically it's not a bad record. One of these pieces is a bracelet that the woman wears very nearly every day. Considering that it is made with Swarovski crystals and bead wire it's amazing that it lasts as long as it does (Swarovski beads are VERY hard on wire and rub it until it snaps). The other one is totally my fault but I'm still impressed that it lasted for so many years.
Would I EVER blame my customers for these issues? NO!!! Even if it were their fault I'd be hard pressed to extend the blame to them. If it's something I can help with then that is my duty as a jeweler and indie artisan (which I do consider myself to be).
If you ever have a bad experience with a designer, or for that matter a corporation, let them know. Try to resolve it first with them. And if they still treat you badly...let EVERYONE know about it!
And conversely...if you have a great experience, please let the person/company know. There is NOTHING better than getting a really great e-mail or card in the mail from a happy customer. =) Of course, tell everyone you know about your great experience too.
While doing my Entrecard drops I ran across a blogger who had a bad experience with a jeweler on Etsy (and of course trying to find that post is impossible now), which of course hits near and dear to my heart.
The one negative feedback I got made me cry, and I wrote about it here. I didn't blame the customer or try to push responsibility back on them...no. I contacted them and tried to make it right. The customer actually ended up apologizing for her quick feedback response, rather than taking the time to contact me directly.
If someone contacts me I generally will bend over backwards to make them happy. Even if it means accepting a return on something. Just recently I made a mistake in the description of one a piece I sold...I had the dimensions larger than actual size. TOTALLY my fault. And I accepted the piece back (and adjusted my listings for that piece). That's my responsibility.
Being rude to customers and trying to blame them for your jewelry falling apart is just not okay.
I have several clients waiting for me to do repairs right now. It's a little disheartening to me that a couple of pieces have broken over several years of wear...but really when I think about it statistically it's not a bad record. One of these pieces is a bracelet that the woman wears very nearly every day. Considering that it is made with Swarovski crystals and bead wire it's amazing that it lasts as long as it does (Swarovski beads are VERY hard on wire and rub it until it snaps). The other one is totally my fault but I'm still impressed that it lasted for so many years.
Would I EVER blame my customers for these issues? NO!!! Even if it were their fault I'd be hard pressed to extend the blame to them. If it's something I can help with then that is my duty as a jeweler and indie artisan (which I do consider myself to be).
If you ever have a bad experience with a designer, or for that matter a corporation, let them know. Try to resolve it first with them. And if they still treat you badly...let EVERYONE know about it!
And conversely...if you have a great experience, please let the person/company know. There is NOTHING better than getting a really great e-mail or card in the mail from a happy customer. =) Of course, tell everyone you know about your great experience too.
Thursday, August 14, 2008
Excellent Service Matters
I'm sure that I've harped on this before but I have to mention it again. I've always valued great service and when I get outstanding service it really makes an impression. Excellent service is how stores and people get me to come back and become loyal.
Netflix just sent an e-mail that I thought was beyond great. Their DVD shipping service was delayed and my scheduled shipment hasn't gone out yet.
Honestly, it hadn't even occurred to me. I think I was due another DVD yesterday but I hadn't given it much thought. I just finished another one and it will go back today but I still have one DVD to watch.
But Netflix really is on top of things. They apologized for the inconvenience and pro actively are letting me know that if their shipping services aren't available soon I will get a credit to my account. Which is really great of them and as far as I'm concerned is above and beyond. I don't know other services that would let me know this before the fact.
I know that I've had a couple of necklace chains break recently (stupid vendor must have changed their source because the chain is way weaker than it ever was before) and I've had to ask customers to return the necklaces to me for repair/replacement. I absolutely HATE having to ask this because it's not their fault and it's a total inconvenience for them.
To make up for it I made each of them a pair of earrings to match the necklaces. It's the least I can do to thank them for their time and energy. And I hope that it makes up for the fact that their necklace chains broke (through no fault of their own).
I also have stopped using that particular chain.
Does great service matter to you? Does it make you more loyal? Will you let a company know if a store has given you excellent service?
Netflix just sent an e-mail that I thought was beyond great. Their DVD shipping service was delayed and my scheduled shipment hasn't gone out yet.
Honestly, it hadn't even occurred to me. I think I was due another DVD yesterday but I hadn't given it much thought. I just finished another one and it will go back today but I still have one DVD to watch.
But Netflix really is on top of things. They apologized for the inconvenience and pro actively are letting me know that if their shipping services aren't available soon I will get a credit to my account. Which is really great of them and as far as I'm concerned is above and beyond. I don't know other services that would let me know this before the fact.
I know that I've had a couple of necklace chains break recently (stupid vendor must have changed their source because the chain is way weaker than it ever was before) and I've had to ask customers to return the necklaces to me for repair/replacement. I absolutely HATE having to ask this because it's not their fault and it's a total inconvenience for them.
To make up for it I made each of them a pair of earrings to match the necklaces. It's the least I can do to thank them for their time and energy. And I hope that it makes up for the fact that their necklace chains broke (through no fault of their own).
I also have stopped using that particular chain.
Does great service matter to you? Does it make you more loyal? Will you let a company know if a store has given you excellent service?
Wednesday, July 30, 2008
Tired Just Isn't the Right Word
What is beyond exhausted? Comatose?
I've wanted to blog for the last few days but just couldn't...I couldn't bring myself to do much of anything (except for couponing which I have to share with you guys at some point).
My house is a disaster, though that's hardly a new thing. I did do one load of laundry last night. Woohoo! Progress.
What I want to do is sit down at my jewelry desk and pump out some new creations - I have several ideas in my pea brain but every time I get home all I want to do is eat ice cream and sleep. I think I'm single-handedly (how do you spell that?) keeping Dove Ice Cream in business. It's seriously the B E S T freaking ice cream evAR.
Oh, speaking of coupons...did you know that if you e-mail some companies they will send you coupons? I wasn't expecting too much but I thought I'd shoot a couple of notes to some of my favorite product creators - including Kashi, Bush's Baked Beans, Dove Ice Cream, and a few others.
How freaking excited was I when I got an envelope from Kashi with four coupons for FREE cereal!!!!!! Oh my goodness. Hubby thinks I'm a nutter but I seriously hopped up and down. I meant every sappy word I wrote to them about how much we love their cereal.
Hubby used to eat sugary crap cereal but about a year ago decided to try a little harder to eat better. He loves their Strawberry Fields cereal and even eats it for dessert on some nights. And I love their Almonds and Flax Seed cereal, which I eat with yogurt.
Bush's Beans also sent me 4 coupons for $ off cans of beans, which we also love. I haven't heard from any other company (other than the standard e-mail reply) but I have my finger's crossed for Dove coupons. :)
It's awesome when companies appreciate their customers. And I totally appreciate mine!!! :) Even though I've been very quiet about my jewelry business (no newsletters in 3 months! EEK!) I still think about folks and wonder how they are enjoying their jewelry.
One of these days I'll get my newsletter out...really...I promise. =)
I've wanted to blog for the last few days but just couldn't...I couldn't bring myself to do much of anything (except for couponing which I have to share with you guys at some point).
My house is a disaster, though that's hardly a new thing. I did do one load of laundry last night. Woohoo! Progress.
What I want to do is sit down at my jewelry desk and pump out some new creations - I have several ideas in my pea brain but every time I get home all I want to do is eat ice cream and sleep. I think I'm single-handedly (how do you spell that?) keeping Dove Ice Cream in business. It's seriously the B E S T freaking ice cream evAR.
Oh, speaking of coupons...did you know that if you e-mail some companies they will send you coupons? I wasn't expecting too much but I thought I'd shoot a couple of notes to some of my favorite product creators - including Kashi, Bush's Baked Beans, Dove Ice Cream, and a few others.
How freaking excited was I when I got an envelope from Kashi with four coupons for FREE cereal!!!!!! Oh my goodness. Hubby thinks I'm a nutter but I seriously hopped up and down. I meant every sappy word I wrote to them about how much we love their cereal.
Hubby used to eat sugary crap cereal but about a year ago decided to try a little harder to eat better. He loves their Strawberry Fields cereal and even eats it for dessert on some nights. And I love their Almonds and Flax Seed cereal, which I eat with yogurt.
Bush's Beans also sent me 4 coupons for $ off cans of beans, which we also love. I haven't heard from any other company (other than the standard e-mail reply) but I have my finger's crossed for Dove coupons. :)
It's awesome when companies appreciate their customers. And I totally appreciate mine!!! :) Even though I've been very quiet about my jewelry business (no newsletters in 3 months! EEK!) I still think about folks and wonder how they are enjoying their jewelry.
One of these days I'll get my newsletter out...really...I promise. =)
Tuesday, May 20, 2008
Customer Service Conversation Part 4
I think they're almost done with this Customer Service conversation. Phew! Part 4 is interesting though.
Don't you hate those annoying pop up surveys you get when visiting a site? I LOATHE them. If I want to take a survey I know where I can go online. There are dozens upon dozens of websites that will reward me for taking a survey.
A survey at the end of a purchase that isn't a pop up is okay. I don't mind answering how I enjoyed my experience (or didn't).
The worst is when I close out of a window and get another screen popping up. :( GRRR! I hate that with the passion of a thousand suns burning in the heavens forever. I wanted to leave so leave me alone!
Anyhoo...I promise promise promise to never install any stupid pop up ads or surveys here or on any of my other sites. EVER!
Don't you hate those annoying pop up surveys you get when visiting a site? I LOATHE them. If I want to take a survey I know where I can go online. There are dozens upon dozens of websites that will reward me for taking a survey.
A survey at the end of a purchase that isn't a pop up is okay. I don't mind answering how I enjoyed my experience (or didn't).
The worst is when I close out of a window and get another screen popping up. :( GRRR! I hate that with the passion of a thousand suns burning in the heavens forever. I wanted to leave so leave me alone!
Anyhoo...I promise promise promise to never install any stupid pop up ads or surveys here or on any of my other sites. EVER!
Friday, May 16, 2008
Another Customer Service Conversation - Part 3
I really like doing these surveys, especially the ones about customer service.
I am not sure about the question regarding who I'd rather complain to, a woman or a man. I don't really care. If I have a serious complaint I'll talk to anyone. But I picked man because I generally do have an easier time relating to men. Why is that?
And I actually did have a question to add to the conversation (a new requirement for finishing the surveys).
Does it matter to you if a sales person gets a commission off of their sales? Does it change the way you think about their service to you? Do you trust their answers less or more?
I am not sure about the question regarding who I'd rather complain to, a woman or a man. I don't really care. If I have a serious complaint I'll talk to anyone. But I picked man because I generally do have an easier time relating to men. Why is that?
And I actually did have a question to add to the conversation (a new requirement for finishing the surveys).
Does it matter to you if a sales person gets a commission off of their sales? Does it change the way you think about their service to you? Do you trust their answers less or more?
Monday, February 11, 2008
Feedback is a Wonderful Thing
Sometimes I think we get so caught up in going going going that we lose sight of why we do what we do. Why DO I sell my jewelry? It's not just to make money, that is for sure. I make a lot more money at my full time job, but it clearly is not enough to completely satisfy me.
Designing jewelry gives me a sense of accomplishment and happiness. Dare I say Pride? (I know, Pride is a sin...sorry God.) When I tackle a new skill and overcome my fear of new things I do feel proud of myself.
Every time I make a sale, I tell my hubby and ask "Aren't you proud of me?" And he always says yes. It's not the sale in terms of someone paying me for an item that makes me so happy (though it doesn't hurt). It really is the knowledge that someone thought my work was worthy enough of their hard earned dollars. It still kind of boggles my mind. People are paying to wear my designs!
I had an appointment with a local store that sells my work last Thursday and was absolutely thrilled with some feedback they gave. The buyer said that my work sold better than the name brand designer work they had. *blush* She also said that people came in to the store and knew my name and always had nice things to say. That blows my mind...because I know it wasn't my mom! lol
And just recently I had a customer e-mail with such a sweet message that it brought tears to my eyes.
There was more but I'm already going to get emotional again. It seriously makes my heart swell in my chest to know that someone out there appreciates the work I did for them. Each and every piece I create is made for someone special and that is part of the beauty of handmade.
Remember, when you are a customer, that feedback can make a person's day, week, or even year. Feedback reminds us why we design and follow our passion. It makes all the effort worth it.
Designing jewelry gives me a sense of accomplishment and happiness. Dare I say Pride? (I know, Pride is a sin...sorry God.) When I tackle a new skill and overcome my fear of new things I do feel proud of myself.
Every time I make a sale, I tell my hubby and ask "Aren't you proud of me?" And he always says yes. It's not the sale in terms of someone paying me for an item that makes me so happy (though it doesn't hurt). It really is the knowledge that someone thought my work was worthy enough of their hard earned dollars. It still kind of boggles my mind. People are paying to wear my designs!
I had an appointment with a local store that sells my work last Thursday and was absolutely thrilled with some feedback they gave. The buyer said that my work sold better than the name brand designer work they had. *blush* She also said that people came in to the store and knew my name and always had nice things to say. That blows my mind...because I know it wasn't my mom! lol
And just recently I had a customer e-mail with such a sweet message that it brought tears to my eyes.
I just opened up my order, and i had to write you to let you know how *thrilled* i am with my goodies! please believe me when i say that i can finally stop my incessant jewelry hunt! these are the perfect things, and i just took off my necklace, earrings, and bracelet to try these lovely things on! i don't think i'm going to take them off!
There was more but I'm already going to get emotional again. It seriously makes my heart swell in my chest to know that someone out there appreciates the work I did for them. Each and every piece I create is made for someone special and that is part of the beauty of handmade.
Remember, when you are a customer, that feedback can make a person's day, week, or even year. Feedback reminds us why we design and follow our passion. It makes all the effort worth it.
Monday, December 10, 2007
Monday Monday
Apparently today and next Monday are the biggest shipping days for the United States Postal Service. And I will be heading there with my own stack of boxes to ship. Not for family but for customers.
It was a crazy weekend - I had a jewelry party at Trooper's breeder's house. Lots of fun and food and puppies!!! Forget jewelry - I just wanted to play with the dogs. The puppies are 5 weeks old and beyond adorable. It was hard to keep myself from sneaking one out.
Orders have not stopped just because it's December, although I'm thinking that they will slow down a lot now that my guaranteed shipping deadline is here. I thought about extending it but the reality of my life makes me leave it as is. Most of my work is made to order so it takes a couple of days just to prepare pieces to ship - I think I'd be cutting it a little close.
So it's off to the post office I go...hauling two bags full of Priority shipping boxes. Phew! I was up late finishing up - and I hope that everyone loves everything. That is always the most anxious part - wondering what they think when they open their packages.
It was a crazy weekend - I had a jewelry party at Trooper's breeder's house. Lots of fun and food and puppies!!! Forget jewelry - I just wanted to play with the dogs. The puppies are 5 weeks old and beyond adorable. It was hard to keep myself from sneaking one out.
Orders have not stopped just because it's December, although I'm thinking that they will slow down a lot now that my guaranteed shipping deadline is here. I thought about extending it but the reality of my life makes me leave it as is. Most of my work is made to order so it takes a couple of days just to prepare pieces to ship - I think I'd be cutting it a little close.
So it's off to the post office I go...hauling two bags full of Priority shipping boxes. Phew! I was up late finishing up - and I hope that everyone loves everything. That is always the most anxious part - wondering what they think when they open their packages.
Monday, September 10, 2007
Almost Famous!
Well, Happy Monday to me!
My friend and coworker, Karen, told me this morning that someone recognized my work! She was at a wedding expo this weekend and was wearing this bracelet that she bought from me a few weeks ago.
As she walked around a woman stopped her and said "I know who made your bracelet!" Apparently she had purchased a one of a kind necklace from me at the Harbor Days show in Olympia (one of my few sales!). And she recognized my work based on that necklace. I wish I had a good photo of it because it was gorgeous.
I feel famous! And pretty proud that all my efforts at a "look" have paid off - at least in this instance. It's so hard for me to stay consistent in my designs but this is exactly the reason why I have to continue down that road. :)
My friend and coworker, Karen, told me this morning that someone recognized my work! She was at a wedding expo this weekend and was wearing this bracelet that she bought from me a few weeks ago.
As she walked around a woman stopped her and said "I know who made your bracelet!" Apparently she had purchased a one of a kind necklace from me at the Harbor Days show in Olympia (one of my few sales!). And she recognized my work based on that necklace. I wish I had a good photo of it because it was gorgeous.
I feel famous! And pretty proud that all my efforts at a "look" have paid off - at least in this instance. It's so hard for me to stay consistent in my designs but this is exactly the reason why I have to continue down that road. :)
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