My Views on Customer Service

I had a meeting up in Seattle recently -- it was one of those meetings you really don't know what is going on until you get there.  About the hardest part of the meeting was being so darn close to Fusion Beads and not being able to stop by because the traffic was about to get horrendous on a Friday afternoon.  Sigh.

But the discussion I had with the two people who asked me to come up was fun, engaging and quite interesting.  They were trying to get to the heart of what worked on e-commerce for small business owners.  I did not try to be "smart" but rather answered honestly about myriad of topics.

They asked how I got started -- which personally, I love that story.  It's the story of being sick and staying with my mother who lives near Shipwreck Beads and spending a small fortune to get her "something to keep the kids occupied" while I recovered.  Then there's the selling to a kiosk on the military installation nearby -- and doing commission work for the owner while I was in college after 6 years in the Army.

That discussion always morphs into my best friend from high school telling me to give Etsy a try -- which I did, half-heartedly, while stationed in Fort Hood with my hubby and unemployed for most of that jaunt.   Then the move up here to Seattle -- and losing that job after the budget battle of 2011.  I got a sale about a year into unemployment (while in surgery) and another sale shortly after -- which sort of started me on this road to "prove to myself" that I could do this.

We discussed everything -- my views on how to be noticed on Etsy, the changes that happen every year just as christmas season is starting (now seriously, I do not have a problem with changes -- but why institute something EVERY single year just as Christmas shopping is about to pick up?  What is wrong with like March instead?).

In the end -- they asked me about customer service, and where I came up with my policies.

"I honestly got my ideas on customer service, returns, and shipping from you.  I ordered a Kindle one year for myself for Mother's Day while my husband was deployed.  My son promptly broke it and I called customer support.  Their answer:  We are sending you a new one, just send us the old one back in the box you get."

And that --that moment -- is where I started forming my customer service policies, from that experience with Amazon.  Sure, I have to pay for Prime so that I get free shipping -- but that's where my free domestic First Class USPS shipping policy comes from.  My return policy too -- I have lived in Amazon country for the better part of my adult life and just love the return policy, and love the satisfaction policy.  So I molded my shop around how I personally, as a shopper, loved being treated the way I always was at Amazon.  I wish I had the staff to have my customers able to call me like I can call Amazon (you know click a button and they call you within 3 minutes or something?).

But, until that day, all I can be is available if there is a problem -- or if there isn't.  Or if someone wants something tailored a little -- or a lot.

I try to be available right away -- but sometimes, it's just not feasible because I am just one person. With three kids.  And a husband.  And a house that never seems to get vacuumed enough. And, where is my cleaning fairy?  Is she on strike again?  So unfair.

Amethyst Teardrops in 14k Gold Filled

~Maggie~

The golden hour

I've been working hard at putting together my "home".   While it's been very exciting for me and the hubby, the poor guy I am married to is not going to get much time to enjoy the place as he has so many trips away from home to train soldiers with the Army this year. 

Last year would have probably been better as we were in that budget battle that caused a lot of training to be cancelled -- if we had closed last year, maybe he would have gotten more time to enjoy the place.  As it is, it seems like it's about a week or two home to every 4-5 weeks away for this year.

With all that time away -- it's a double edged sword, really.  On one hand, I can kind of set up places around the house how I want -- on the other hand, he doesn't get to experience the wonder of the new place at the same time. 

Also -- I am kind of doing it all by myself, so my poor shop is suffering and I am not getting nearly as much done as I would like.  Like right now I have some fabulous peach moonstone and some fabulous Swiss blue topaz I just have not been able to touch.  It's sad to me, because they are so pretty that I wish I could just make them into something and post them.

I did however, get a few new items listed -- finally, even though I am still not caught up on creating my work-spaces.  I will show you those later in the post.

I think, however, the thing that is messing up my desire to work in the office / studio here is the golden hour.  It's this time of day that my yard is bathed in this fabulous golden light. I sit back in the back yard during that time every single day, enjoying the fabulous lighting hitting my fruit trees and my gardens.  When raspberries were in season (you know for about a week) it was like heaven in my back yard during that time.

Hubby has been home for almost his two weeks now -- and he can't seem to drag himself away from the back yard golden hour either.  It's like this moment of heaven on earth -- peaceful, serene, and absolutely stunning. There are several photos of the golden hour on my instagram, you'll see what I mean.

This is a Peridot colored Swarovski starfish.  I love it, because finding actual Peridot in this size would not in any way be cost effective -- or probably possible as Peridot cracks easily.  Think August birthdays.

This is a simple rutilated quartz wire wrapped pendant -- except the rutilations are purple.  OOOOH purple!

This was a custom design -- Rainbow Tourmaline Teardrops.  I have only listed these as a custom order -- but may list them for the greater shop later this week.

I bought this strand of Ruby on a whim -- and oh my goodness I am so in love. I wish I could keep the whole strand for myself, but that's not really fair is it. Minimalist Oxidized Ruby Necklace -- July Birthstone

This is a statement pendant -- a gorgeous specimen of Labradorite with all the flash you could imagine.  It was so pricey that I only bought two gemstones and am thinking my mother would love the other one :)

Chakras

It's always my solar-plexus chakra that is blocked.

Always. 

Sometimes my root, sometimes my heart, but ALWAYS my solar-plexus.  I don't really know what that means -- my mom does -- but whenever I get an "eastern" massage, the masseur complains about how much work he has to do on that chakra.

I do know the solar-plexus is the yellow -- a color I can not wear, which is rather ironic.

Check out this fun collection on Artfire based upon Chakra healing.

The Seven Chakras

Curated By: SolanaKaiDesi...

ArtFire.com

Jewelry Supplies

Baby It's Cold Outside...and gray, and black and white...

Black and White

Curated By: joysazplace

ArtFire.com

Indie Design

It's one of those mornings outside Seattle -- the gray, gloomy and cold mornings that frequent winters here. Luckily I woke up to find this fabulous collection featuring a pair of my black and white earrings.  So much fun -- and black and white is always in fashion and elegant.  

Non - New Years Resolutions ...

Every year before now, I've had New Years Resolutions. This year it's not so much about 'resolutions,' but instead just about focusing on the positive.

Here's the thing -- my Mother and I started working with beads literally ten years ago during the holiday season, and for us, that's quite a feat. See, we're both a little flighty in our own ways, and I wasn't really crafty before ten years ago. Sure, I could make certain crafts, and bought things at Craft Stores for the kids to play with -- but I was never into doing the whole crafty mom thing. My mother, on the other hand has been through all the crafts you can imagine before beading -- from knitting and crocheting, to tatting, to painting, you name it and while I was growing up, she tried it and got us girls into it -- for a time.

I, on the other hand, have always been super high strung and the thought of sitting down and creating something never seemed like a valuable use of my time. Plus -- my time was limited, first there were all those hours in the Army.

Then there were kids -- all born within three years of each other -- they needed me more than a glue gun or some bead stringing material. Then there was college, a job search that took six months and added too much stress to my already hectic life (imagine being unemployed, out of college, unable to get unemployment because you went straight to college from the Army, but having to keep day care, and paying for it so in case something came up you were not searching for care for three full-time care kids -- not a lot of fun). Then there were hours of overtime working for the government in the midst of two wars -- kids needing my time, a husband deployed seemingly all the time, etc., etc., etc. And after everything finally got normal, and the bills were met, and the time was there for everything, and bam! The Army tells you you have to move.

So we moved, and a job I was supposed to have evaporated in the ten days it took to drive from Washington to Texas -- seeing family along the way, and a new job search was upon me. Then the job I found was short - term and another job search was upon me. Then -- I became so allergic to the area, I had to move the kids to an area where I did get a job -- and that Term but will become permanent, we swear, if you just move here evaporates because Congress fights tooth and nail, where would one find the time or inclination to find a hobby that makes sense considering where you are in the world? It's amazing to me really -- and no I do not mean to toot my own horn -- what I have done in the past year.

Sure, I kept applying for jobs left and right, (and still do), kept working at perfecting that resume, and making sure my suits were ready at the drop of a hat in case I got that magical call for an interview. But it was harder than anything I have ever been through -- it's tough to sit there applying and applying and hoping something will work out and only getting the automated "we got your resume" followed by the "we went another direction" emails. It really wrecks havoc on the psyche.

So -- 18 months or so ago, in the middle of surgery while hubby was still stuck down in another assignment, someone bought a pair of earrings I had forgotten I had listed. Then someone bought a necklace that same month. It was a boon to my ego -- so I said, you know what? My resume says I can do all this stuff -- it's been a while, but let me prove it, if only to myself.

So I did. I relearned how to writing Marketing copy for my humble little shop -- I learned about SEO both on Etsy on off. I worked diligently at photography and 'staging' -- I worked at building my community. And now, here I sit -- looking back at the past 18 months and I am proud. Very proud. While it's been tough, and there have been days I have just wanted to pull my hair out, I can now actually add a few more keywords to my resume.

Tripled both revenue and sales in one year.

Increased interaction through social media channels.

But that's not the big thing -- that's not where my non - resolution is this year.

Where it is is this: I honestly started this year happy.

Sure I don't have a lot of money in the bank, and I work a lot of hours on the shop -- but I woke up on New Years day smiling, happy and ready to tackle this year with gumption and purpose.

And -- I figured out how to better edit my photo's which added to that already over-sized smile.

See?

Playing for Keeps...

Little known fact -- my shop was actually non-productive yesterday.  Not because customers didn't come browse, and not because I "couldn't" make anything new for the shop.  Not because of anything "normal" that would cause a shop to be actually offline -- in fact the shop itself was online, I was just flapping in the wind struggling.

So, here's the thing -- my kids are tech-savvy little ones, often addicted to the plethora of electronics available today.   On weekends, I often scramble around the house and the shop, cleaning, organizing, cooking, and this last weekend was no different.  However, my youngest -- the super bright special needs one -- was playing with my laptop when he could, and when he couldn't he was playing with the desktop.

So, I log on on Monday and realize, quite quickly in fact, that in this adventure I call my etsy shop -- I am not only the owner, designer, marketing department, photographer, production department, etc., etc., etc.,  but now I am the IT department also, because my son has a thing for downloading things that should not be downloaded.

Nice.

So, I was lucky in that the shop was rather slow yesterday, I just had to mail a few items from the weekend and finish designing one custom order.  My day was spent cleaning up the hard drives on two machines -- which are now working fabulously -- with two different versions of windows, while planning dinner, and the season ahead.

But -- that was not without moments of  "I will never let this kid play with the computers again,"  and "where did my ruler go to measure this item," to finally "wow, I actually do have to use algebra in calculating how much wire to cut for custom sized hoops, who knew?"

By the way to figure out how much wire to cut for hoops, you either use Pi times the number of inches you want the for circumference, or ask my oldest to calculate it -- which is often what I do.  I really thought getting a degree in Communications would insulate me from Pi -- but not so much.  The oldest, or my human calculator as I call him (did I tell you he took the PSAT's WITHOUT a calculator?) is quite hysterical when I have to ask him for mathematics help in the shop.

But all in all -- with the downtime provided recently, I have been playing with dainty again -- and later today I will put up some mixed metal earrings that are just adorable, so watch out for those.   Until then -- here are a few cute things I am playing with while I get ready for the show next weekend.

I just love this little dainty style.  And in Emerald Green?  Who could hope for a better stocking stuffer?  At 28 bucks a pair for handmade sterling silver and gemstone earrings -- these are a bargain.  Oh -- and free domestic shipping to boot.

Okay, so these technically are not new -- but the photos are :)  Just look at how much fun I had playing with the depth of field on these gorgeous Pink Garnet Hoops.  Oooh, sparkly.

These are kind of a new design -- really they are a total mix.  Playing off of the dainty trio earrings, and the half moon / leaf ear wire, I wrapped a pink garnet that has a caramel undertone onto a sterling silver handmade "leaf" ear wire - then dangled and dangled some more.  These almost didn't make it to the shop thanks to my teenage daughter.

Now -- back to reality and working out a few more things in the shop, kitchen and on the laptop :)

~Maggie~

Gemstones: Meanings or Chemical Properties?

I am supposed to be writing my Thesis.  I really do intend to write a lot today--but I am amazed each day as we get closer to the holidays how many people are poking around in the shop.  I am honestly humbled by this, as it is always a shock that people across the globe seem to not only enjoy the fun and flirty, but also the conservative, wear-forever, pieces I design.


I spend a little too much time on the metaphysical meanings of the gemstones -- I really got into this from my mother who decided she loved labradorite, not only for its wonderful "flash", but also for the "meaning of the stone."  I remember when we first started going to gem shows she would always gaze at labradorite and chose some because it was "supposed to show me my life's path."

I found humor in that because when we started this, she was in her late 50's and I was in my late 20's.  I remember thinking, "well if you haven't found it by now, I don't know if you will."  She still adores Labradorite, but she has expanded to other stones--she had a thing for Amethyst this year and I am certain it is because of that poem: "Warning."  The first line is: "When I am an old woman I shall wear purple." (Entire Poem). Although, I don't exactly consider her old.  In my mind she will forever be mid-40's, as I remember her from my youth.  True, she ages exceedingly well -- but still, even as I get older, she seems to stay the same age to me.

Amethyst by the way is a healing stone, associated with the planet Saturn and the 7th Chakra. It is said to guard against unpleasant feelings of self, and to guard against witchcraft.  Healers wear it often during healing in order to focus energy, and it is said to help with opening your psychic self.   I am honestly not sure what that all means -- but it sure does seem nice.

Lately though, I have been focusing on smaller pieces -- so that there is that little level of the gemstone, but with a dainty and flirty appearance.  My new favorites are the same design, basically, but rich with meaning.

These ultra-dainty Red Ruby Dangle Earrings are just adorable. 

Ruby is a wonderful gemstone -- a precious stone, but bright red so a symbol of love.  It's perfect for July birthdays as it's July's birthstone, but also adds something beautiful for the holidays.  Considered the most powerful stone in the universe (how did "they" decide that? I mean, do we know all the stones?), Ruby wards off bad dreams, is a symbol of friendship and love and is also a symbol of royalty and vitality.  Supposedly it also helps a person be the best person they can be. 

These dainty sapphires are the same design, but finished in sterling silver to add fun contrast.

Sapphire is an interesting stone also -- and actually the same stone as ruby but with other impurities that change the color.  Sapphires are said to be a stone of fidelity and destiny.  Also, they can help with clarity and financial rewards.  (I should take these off the site and wear them myself, lol.)  I love the color though -- as rubies are difficult for me to pull off with my red hair and coloring.  For some reason it just doesn't work -- but my daughter looks fabulous in rubies, lucky.

These Pearl and Diamond Earrings are a take on the same design -- but with Victorian Christmas Colored Pearls and dainty Raw Diamond accents.  I am surprised my daughter did not steal these yet.

Pearls and Diamonds -- ahhh.  Pearl is my daughter's birthstone and there is some great ancient lore behind the pearl.  It is said to occur when a drop of rain fell from heaven and became the heart of the oyster.  It's also called the teardrops of the moon.  Diamond on the other hand, does not have it's own healing energy, it supplements the energies of other stones.  And in all reality I added them to this design to make the earrings shine a little more.

For me, I like to have the gemstone meanings -- and I like to research what makes a stone a stone.  I sometimes get into the nitty-gritty of what makes that stone a stone.  Take Amethyst, Citrine and Crystal Quartz:  technically all the same stone, they even form together, it's just a mater of the impurities that bring out the color.  To me, that's fascinating.

I think however, no matter how you look at a stone, a something to match an outfit, as something to mean something that you wear, or as a healing stone -- they all comes down to pretty.  And there is deep beauty in how stones are formed, creating the rich variety of color out there in the world.  And frankly, playing with the stones calms my often weary heart and mind -- as imagine wearing them makes customers feel like a million bucks. 

We've been adorning ourselves for centuries with stones, but as a teacher in writing I once had always said -- it's not the pearls that make the necklace, it's the string that holds it all together. I really like that thought -- but sometimes the stringing is harder than choosing the stones.  Just sayin'.

~Maggie~

Two Weeks... Just Two Weeks

Am I the only one going just a little crazy getting ready for back to school?  Sometimes it feels like that.

From the sports physicals to shots, to finding the best back to school supply deals, to figuring out when the heck my high-schooler gets on the bus, I am like WHOA!  Stop the world, I want off!

But seriously, it's pretty hairy.  And the bummer is, normally at this time of year there is a late August jewelry show up here in Tacoma or Seattle -- sometimes both.  But this year, it's neither, so I can't even spend a day forgetting about it all.  Of course I would use the excuse with the family:  But, I need to do this for the shop.  Seriously, they buy it every-single-time.

But this year I must wait until November.  So I catch myself often looking longingly at bead shops on Etsy.  Wow -- beautiful small quantities on there.  It's like Christmas whenever I find myself looking. I am just in awe of the perfectly faceted gemstones, and the wire.  There is this one shop in New Orleans that makes fabulous wire -- my mother got me some Rose Gold wire from there, so I have been having a little fun.

You did hear Rose Gold is super big this year? Like amazingly big.  Like, how do I get noticed for having it in my shop big.

These are Emerald Green Onyx (Color of the Year) finished in 14k Rose Gold Filled.

Stunning Mozambique Garnet with a pinkish hue finished in 14k Rose Gold Filled.  My mother adores these.

So you know those "Alina Jolie" Earrings?  The Emerald ones no one can get enough of? These are fashioned after those -- The are  perfect Emerald Quartz finished in 14k Rose Gold Filled.  Oh Wow -- two birds, one stone.

And don't forget there are only a few days left of the wonderful Birthstone "Peridot" -- it's a lovely green, and there are many items in the shop.

Up next month is the amazingly versatile Sapphire.  Ohh La La.

But for now -- it's time to start pulling my hair out again on the couponing blogs to find the best back to school deals.  You know that's right.  I've heard it both ways.

Yeah, I love Psych.  By the Way -- anyone watching "The White Queen?"  Lovely Jewelry ideas.  It's on Starz -- but the books are better.

~Maggie~

Magic Happens -- or so the saying goes.

I am going to come out and say it once and for all-- I do believe Magic Happens.   You're probably wondering where I come to this conclusion from, having had a rough month or two -- mostly personal but partly frustration in the shop.

See, in the shop -- summer months are notoriously slow.   Like snails pace -- or more accurately, it takes time for a caterpillar to become a butterfly.  And honestly, who wants to be online shopping when you can be out in the markets, enjoying the sunshine and that one guy selling "Cadillac peaches" who gives free samples?  The juice just drips from your chins, right?  Delish.  It's what summer is all about.

Photo Courtesy the Very Talented Vermont Photographer at Moonshine Designs and Photography.

I have fought the urge to put my shop on vacation mode -- and just go out to enjoy the sun.  Instead, I have just sharply focused when I do things, so that I can spend the summer with the kids, still clean up a bit around the house -- and keep the shop fruitful.

I also made one slight change in the shop that has done a world of good for my psyche.  Usually I have on my listings:  "Ready to Ship in 1 business day."   But, a few weeks ago, I changed that to "Ready to ship in 1-2 business days."

I know, I know, it doesn't seem like much  -- and generally I still get everything in the mail within a 24 hour period -- even on weekends which are technically not business days.

But, in giving myself that little bit of leeway for the summer -- I am now free to have an item sell at say 2 pm, and get it in the mail the next morning without dropping whatever I am doing for the day, but still be within what I promise.  Just knowing I have that takes a load off, I must say.

Granted, when school starts back up, I will most likely return to the "1 day processing time"  -- but the shipping will remain the same -- free and super fast. (I do first class mail for free -- during the holidays, expedited shipping will have a bit of a fee.  First class generally gets across the country in 2-3 business days).

But the one day has left me with some fun in creating -- which means magic for my poor weary soul. 

This Sapphire Necklace is more about technique for me -- plus it is September Birthstone Jewelry, so I had to add it.  I was perfecting my wire wrapping by doing these rosary style dainty necklaces.  So Much Fun.

I am adding this because in addition to being a rare form of apatite -- I love how much fun I had with the photography.  It's a necklace, and individually wire wrapped in sterling silver and this beautiful Green Apatite.

Simple and elegant -- these are the color of the year, and a little bit like Angelina Jolie's famous emerald earrings.  These are Emerald Quartz -- created by heating the clear quartz to bring out the green.  I am not a scientist, so I don't understand all of the techniques -- but I do know they sure are pretty.

I made these as a process piece.  I wanted to perfect the "all in one piece" earrings that these really are.  They are Natural Peridot and Freshwater Pearl, on a one piece "ear wire".

I have made heart hoops before -- but I have not played much with the precious stones on them -- leaving them to showcase the "hoop" more than  the stone.  With these shaded ruby heart hoops -- I played with both the ear wire and the stones to make something very unique.  And I made them in gold because then I wouldn't steal them for my own jewelry box.

I am adding these pearl earrings because I just can't get enough of the color.  Classic and elegant -- the perfect holly red for holiday events.