on Creating Efficiency, a Theme on a Goal

My new posts will feature the things that inspired my jewelry.

One of my goals this year is to be more efficient with my time in order to free up more time for the family. 

I’ve noticed more posts on FB doesn’t necessarily equate to more interaction. In fact I increased postings before Valentines and my stats dropped. So a high frequency of posting isn’t necessary at all, but a good quality posting still is. 

I opened a Hoot Suite account for scheduling purposes but I still haven’t used it. I have however started working on putting together some posts and trying to work out a schedule that doesn’t put the same post everywhere at the same time - no one likes that either, or at least I don’t, maybe no one else actually minds and I’m just weird that way. What “my” audience does seem to really like are in progress shots and inspiration posts and gasp posts about me? lol I don’t know why that surprises me, but it does. I kind of like it though. It’s like I’m finally finding that little something I’ve been hunting for.

The whole less posting thing has freed up a bit of time for me, and I feel more productive with my time when I am online and posting. More importantly my family is happier with my increased presence and availability for them. And THAT is what it’s all about. 

Aventurine Gemstone Donut & Silver Stampings

This weeks Year of Jewelry piece is a green Aventurine donut adorned with silver plated stampings, a sterling rolo chain and a couple sweet crystals in a matching green. I believe this one is running off to live on the east coast fairly soon but if someone were interested in a similar necklace I can easily pick up another gemstone donut or two…. or more. As pretty as it is in Aventurine, think how sweet this could be in the soft pink of a Rose Quartz! Or how fun a composite Turquoise would look with it’s metallic veining! I might have to buy some just so I can play with it now, I wonder who has some Mojave Turquoise available?? What do you think? Blue, Purple, Green? Or the heavy black matrix with pops of blue/green turquoise? I am really going to have to check this out as soon as I'm done posting here.... or after I get back from the post office... customer service first, shopping second.

Thanks for stoppin by!

See ya next time!

The Art of Business or the Business of Art

There's a discussion on returns happening as I write this in one of my groups on FaceBook. One of the ladies has made a purchase and it arrived broken in half. She had contacted the shop owner who insisted she return before issuing a replacement. Somewhat frazzled as this was a gift she asked opinions on how we would handle it.

The majority stood behind the seller and her return policy.

I personally would be mortified if something I made had arrived broken in half. It's a reflection of me and the quality of my work. I stand behind what I make, while I have had pieces survive being driven over, I can't actually guarantee they will - but they sure shouldn't fall apart in transit or even before wearing.

I made a similar Cross (available in my shop) for my son.
The purchased clasp failed and he lost it between the bus stop and our house.
We finally found it sticking out of the dirt road in front of the neighbors house,
months later. It had been driven over countless times with only a single bead lost. 

I was all set to explain even the big boys will replace without question. My customer service has got to be at least to par on that. Then it struck me. Of course they will, it's all machine made, factory mass produced, costing pennies to dollars and it's cheaper to send another than to waste wages on man hours dickering over it.  It's cost effective to just send another.

It really isn't cost effective for the individual artisan, though it is good customer service. If something is broken, replace it. If it's damaged in transit, it may be time to reconsider your packaging. What some call fluff others call protecting the good stuff.  I'd rather protect with fluff than have it arrive damaged. Some might consider it wasteful, but is it?

A protected item takes less packaging than a broken one.

A broken item costs: the original packaging, the return packaging, the replacement packaging. Man hours discussing the problem, offering solutions, and follow through. Not to mention the added stress on both buyer and seller.

Broken items just aren't cost effective to the artisan no matter how you look at it.

So there's your peek into my brain for the day...... the kiddo is learning all this in her final semester of college.
They've written their Artist Statements, created their wares, priced them, curated the exhibit, promoted it and are critiquing their accomplishments today.

She worked well past midnight every night all DURING spring break to prepare for her Senior Exhibit opening today. Kiddo had a minor melt down Sunday when the kiln gods decided to grace her pottery with a different color than her test tiles had shown the glaze to fire at and with only a mere few hours left there was no time to regroup.

So we focused on display and showing things to their best advantage. We pulled some of her older pieces to fill if she needed them and once she set up her display, she realized it wasn't as bad as she thought. She didn't need the older work at all, just a good cry and someone or four to believe in her and tell her it would be OK. Don't we all need that from time to time?

The Kiddos Cup centered under exhibit :) 

The Kiddo's work can be seen on display at ATU's Arts Center. It is available for purchase and what doesn't sell from the exhibit will be offered again at the Art Sale benefitting the Art Department and from there it will move into her Etsy shop.

I'm proud of her. This last four years has just flown by and I'm not sure I'm ready to have one of my babies graduating from college. But ready or not it's happening.

Hoping your days are stress free!
See ya next time!

of Faith and Magic or Perception and Goals

I'm having a business/pricing crisis and since so many artists have difficulty with pricing/business I thought I'd post here as my crisis could turn out to be beneficial for someone else. :)

In one of the groups I belong to on FB, one of the members posted a set of wood/stone stretch bracelets she found priced at $175.oo. Set of 4. Cute but nothing extra special about them, just a single gemstone connector and wooden beads. At first glance I thought Wow! I am not charging enough. Breakdown the price and it's about $45 each bracelet. Looking up the components and how I charge for bracelets that aren't stretch the numbers seem to be about right. Poke around her shop and she has had 3000 sales, quite a few of these sets. That makes an estimated $90k a yr in sales.  Her shop is full of bolo leather, wooden beads, and single gemstone on a chain, prices from $150 - 890 Nothing that I can't make, using materials I have on hand. 

So why does this create a crisis for me? I look at my shop and then look at hers. She has mostly production pieces, things that can be made made quickly and easily over and over again. I have mostly one of’s with only a small handful of production pieces. We opened at almost the same time, days apart at most, I’ve averaged one sale a month, she’s averaged 11 a week and I haven’t come any where near 90k total. One third of my sales are production work,  20% is custom work, and the other half is one of. 

Until I broke down those numbers I felt the bulk of my sales were production work. I felt I wasn’t charging what I should be, I felt woefully underpriced.

When we compare ourselves to others it creates a "what am I doing wrong" thought process, and that is a dangerous place to be. It’s comparing apples to oranges.

My goal has never been $90,000 a year in jewelry sales. My original goal was a consistent one or two sales a month. Combining all sales from Artfire (I started there and moved to Etsy) sales on Etsy, sales on FB and offline I have met that goal. The whole idea when I began selling was for this to be a self supporting hobby, gold and silver, and all those sparkly things can get a little pricey :) To me meeting your goals is the definition of success, once met it’s time to set new goals.

This crisis though, has gotten me thinking about the direction of my shop, about my pricing, about business vs hobby. The moment I started selling it became a business and I have treated it more like a hobby. Oh, I’ve priced properly taking all things into consideration. Considered other avenues for sales and weighed those options for profitability, and added items based on sell ability. But still, there are things I would do as a business I am not doing now.

this showed up in my feed this am on FB pretty apt I think

Perception is a powerful thing. I don’t really like it when people say I ONLY USE THE BEST. This shop did that, she’s selling wood stretchy bracelets, and has managed to convince people they are something extra special. My hats off, she turned a simple inexpensive material into an only the best product. Maybe my crisis has more to do with marketing than pricing, as we do seem to price similarly. I understand marketing and, having been self employed since the age of 20, I know what to do. I’m not entirely sure why I resist it so much in this endeavor of mine. My hand work has always sold itself, someone sees, comments on it, a little chit chat, asks how much and orders. It’s just different online, and while I can still follow the premise it’s difficult to replicate that "in person” experience online, the warmth of the interaction, the smiles, the laughter, seeing their face when they hold it. I do however, have a couple ideas on how to maybe bring some of that warmth to the screen.

Ok then, having met my goals I suppose next is doubling, setting a dollar amount to aim for. 90k is more than I want, that’s full time work and I think I’m pretty happy with part time!  Up until now I have done nothing more than passive marketing, a little cross promotion working with Etsy teams but nothing truly marketing myself. I have felt like I might be ready to step it up a notch and have been laying out ideas and I think it just might be time to start developing those plans. End of year is coming fast and it will be time to implement them before you know it. So the next couple of months will be all about the holiday season and me planning my marketing strategy. Don’t worry I Hate a hard sell, I won’t even buy something I need if it involves a hard sell, so the plan will still include passive marketing. I’m just going to get much more creative about it.

Hopefully this has helped someone in some small way to remember to use a crisis to push you forward, don’t let it hold you back. You are worth it!

Til next time!

Thanks for stoppin by!

we interrupt our handmade Christmas for a note on customer service...

Those of you who have been reading my blog for awhile may remember my Dear Alan post on the umm virtues of customer service.

Today I find myself in the same position, but this time with Fire Mountain Gems. Can we say an entirely different experience?!

Check this out....
Dear Dana,
Thank you for your email. We sincerely apologize the package we sent you was shipped via USPS to your physical address which may cause the package to be returned as "No Mail Receptacle". We have initiated a correction order for a replacement package to be sent. Your order confirmation number is xxxxx (cause you don't need to know that lol). We have also noted your account that in the future all Best Way Select orders need to be shipped via FedEx Ground if shipping to your physical address.

This package will be shipped via USPS Priority Mail with a signature required, courtesy of Fire Mountain Gems and Beads. You will receive an automated email containing shipping and tracking information when the package is picked up. This shipping method generally arrives within 3 – 5 days; however it can take up to 14 days from the date of shipment.

The order invoice you receive will state 'Amount Billed'. This notation is needed for our internal accounting purposes. Please be assured that you have not been charged a second time for these items.

We look forward to serving you in the future. If you should have any further questions or comments, please feel free to reply to this email. You may also contact us via Live Chat by clicking the button below or contact one of our friendly Customer Service Representatives at 1-800-423-2319 during regular business hours.

Best Regards,

Tamara
e-Service Contact Center
Fire Mountain Gems and Beads

Not only did they get MY name right, but THEY initiated the correction and took steps to prevent it from happening a second time. I NEED to put them on my Christmas card list :) at least Tamara. And Wal Mart could take a page from their book on customer service, because that's how you do it! Kudos to Tamara and Fire Mountain Gems!

Til next time!
Dana

Dear Alan

Wow! It's been awhile since I've updated. I've been keeping busy, making pretty things, working on the house, getting the kiddo graduated and ready for college. I was getting things listed and was almost all caught up and ooops the memory card is full. I'd been deleting the duplicate photos from the card to make room for awhile. Really I only need one good shot to show off since I haven't gotten a look book made up yet.

Prom photos and Graduation photos used up what was left of my free space. No way I'm deleting those! So I do a little online shopping, looking for a new card. Should be really easy to find. Bought the camera at Staples and Wally World has a photo dept too. If all else fails Amazon always has what I want.

We're merrily skipping along the internet not one single card. My little 4mp camera uses an xD why can't I find one? Ok wrong terminology, it's a picture card not a memory card - taadaaa! Wait what is this M+ arghh camera is old I'm not spending money for a card that is too new for my old camera. HEY! an xD! Wally World carries them! oh.........online only. hmmmmmm Well ok if I have a problem with it I can just take it back to the store. I'm out of ink, printable biz cards and low on bubble mailers will just add those to the cart. Woot! Took care of half my to do list!

Ship to - nothing big here we'll ship to the PO Box. Red flag! Can't ship to a PO Box. OK Fine street address. Paid Order confirmation. Should be here in just a couple days!

Next day. Wow! That was fast! Shipped via UPS Mail Innovations. aaah UPS explains the red flag. hmm never heard of Mail Innovations let's go look. OMG they're mailing it to my street address??? I don't live on the mail route, I don't get mail here! Quick shoot off an e-mail to customer service.

I'm a little worried, I don't live on the mail route. UPS Mail Innovations mails it USPS. It will get returned.
Thank you Dana

Dear Alan, We are sorry we cannot change your order once it has been sent. If you would like to return your items please follow the instructions below.

****?????What?????? Two more e-mails your items have shipped via FedEx. OK maybe I'm panicking maybe it will actually be UPS. The other two are Fed Ex. One more, your item has shipped via UPS Mail Innovations if you'd like to track your items click here.

Fed Ex delivers my bubble mailers - wow! OK let's click that tracking see where that card is! Happy face :) Info not available yet, ok check the other shipment. Item returned undeliverable. USPS cannot deliver to this address. ????What????? ARGHHH********

Copy/paste into an e-mail to Wally World Customer Service.
This is what I was afraid of when I contacted you. - now what?
Dana

Dear Alan, Thank you for contacting Walmart.com regarding your shipping address.
I sincerely apologize that your order is undeliverable to the address that you provided for your order. Unfortunately, we are unable to change your shipping address on your account. You will need to contact your local postal service in attempts to have your address changed. I certainly do apologize for any inconvenience that this may have caused you.


If we have not fully answered your question or you have additional questions, please reply to this email.


Sincerely,
Walmart.com Customer Care

*****Change my house address? What? OMG really? Change my house address - what the?????*******


OK then, let's try this from the start. obviously I'm not making myself clear enough.


When I placed the order I used my PO Box BUT a little red warning popped up and said
I couldn't use the PO Box as a delivery destination. So I changed the address to my street address
wrongly assuming it meant you would ship Fed Ex or UPS NOT mail it.


You as in Wal Mart mailed that part of my order. You used TWO different delivery methods to
ship ONE order.


I understand breaking the order into smaller packages for faster delivery BUT when YOU require
only ONE shipping address YOU should use only ONE delivery method. It saves a lot of head aches.


My question was not how do I change my address, or how do I return the item. My question is simply
what happens next? What am I supposed to do? How do I get my order????

Thank you
Dana

Dear Alan,

Thank you for contacting Walmart.com regarding your item being received and returned. Alan, we apologize for any inconvenience that this may have caused you. Alan, the first information listed below address to whom will be responsible for delivering the rest of your items.

Your order xxxxxxx (xx's cause you don't really need my order# or address for the gist of this part) Unfortunately, USPS package tracking information is limited to the destination of your local post office.

However, you can estimate the arrival date by adding the longest processing time of an item in your order to the delivery method ship time (Standard, 2-to 3-Day, or 1-Day Shipping). "Processing Time" is located on the item page under "Delivery Options."

To get more information on shipping times, visit Walmart.com and click "Help." In "Shipping & Returns," click "Shipping Costs and Times".

Note: the below information listed addresses returns, if you wish to return items back to us.

You may return your online purchase at your local Walmart store or through the mail. The item must still be within the return policy time frame to qualify for a return. Please refer to our online return policy by following the link below.

http://www.walmart.com/catalog/catalog.gsp?cat=538459

Note: There are no returns or refunds on prepaid cellular phone cards & electronically fulfilled PINs or minutes.

To return in-store, take your item along with all packaging and your packing slip to the Customer Service desk for a refund or exchange.

To return via the mail, please log on to www.walmart.com and go to the "Return an Item" link at the bottom of the page. Follow the instructions to "Return an item by mail".

When returning an order by mail, please allow up to three weeks shipping and processing time for the order to reach our Return Center. When the order has been received, depending on your request, the order will either be credited or reordered.

If we have not fully answered your question or you have additional questions, please reply to this email.

Sincerely,
Walmart.com Customer Care

*******My head hurts! why are they giving me return info for a package I can't even get delivered?? Why do they keep calling me ALAN?? It's like we're having two entirely different conversations.********

I really don't think you understand what I'm saying.

Yes (as per the voice mail) I received that part of my order that you sent via Fed Ex. No I do not want to return it.

I have not received that part of my order that you sent via the mail. I do not live ON the mail route.
That's why I have a PO Box.

The Avery part of my order has been returned undeliverable as noted by UPS Mail Innovations tracking.
Undeliverable because as I said I don't live on the mail route.

The Memory Card part of my order has no info available after Saturday the 11th.

I am not the one returning them, I don't want them returned, but since you mailed them via USPS to my physical
address I have no control over that.

All I want is for you to tell me is what I need to do. It will eventually make its way back to you. I need to know what I need to do to have it sent back to me. Do I need to have you issue a refund and I place a new order or can the address be corrected and sent back?

One final thing, I am Dana. I placed the order, I paid for it, I am talking to you. not Alan and I have signed my name to each correspondence to date. Take two seconds to read thoroughly, what I'm asking and my name - that's your job.

Dana

*******Remember kids customer service can make or break you - these idiots can't even get my name right. And I am fighting harder and harder to remain civil and to keep the words small and understandable. I am so frustrated I'm ready to fire off a letter to corporate or drive there and sit in the foyer until someone answers me as to why they keep calling me Alan, why they shipped one order using two shipping methods and why it's my fault I don't receive mail at my physical address. Mr. Sam Walton would be livid!*******

Think I'll leave it here for now. I'll update you as I have more info. Maybe I'll get around to making that look book ........

Til next time Alan (who am I kidding, I'm too short and my mustache is too thin!!)
see ya! Dana

update 6-16

Dear Alan,

Thank you for contacting Walmart.com regarding what do since the other product was return back to us.

Please contact us by phone to issue the refund for the product that you have not received
1-800-xxxx

If we have not fully answered your question or you have additional questions, please reply to this email.

Sincerely,
Walmart.com Customer Care

****Dear ALAN? aghhhhhhh HEAD-DESK*******

That Extra Mile

Our bread and butter business is construction, more specifically heavy equipment. We clear land to ready it for building, dig holes for pools, build small roads and driveways, etc.

We recently did some work for John Daly. When we received the check it was highly personalized with a photo of him on a golf course in full swing. That's not what this post is about, but it is what started this line of thought.

Customer service - going above and beyond what is expected.

Now I've seen personalized checks before, but this was above and beyond stock photos and a quote. This was a highly customized and personalized check specifically made for him. That is customer service, not just doing the job, but doing it above and beyond.

When I was growing up, my parents had a Salon, my Dad was a barber and my Mom a stylist.
There was never a charge for washing your hair before cutting or styling, that was a part of their customer service. When I had my own Salon, I did the same. Other Salons charged extra, not me. One of the best parts of having your hair done is someone else washing your hair for you. It just feels good to get that little massage. Why wouldn't you want your customers to feel good while in your chair? They're already there, why not give a little something extra - Good Customer Service.

Most supplies arrive in a plastic bag, if it's a larger company and they believe in customer service, you get a hand written Thank you and some tissue paper. But that little bit of extra time it takes to hand write a Thank you note is above and beyond.

I have a friend whose Mom sells supplies on Etsy, I've purchased from her a couple times. The first time was purely out of support for my friend and her Mom. The second? She believes in good customer service! Going above and beyond, she had put a little something extra in with my order. She didn't stop there either, it all came wrapped up in a nice little organza bag. I will shop with her again!

I can't imagine why any one wouldn't want to give you their best customer service. Giving a little extra feels as good to the giver as it does the receiver.

Until next time! Dana